For me, job enrichment is all about providing mental stimulation and opportunities to grow professionally so your employees – especially the talented ones that you and your customers appreciate so much – stay both happy and with you. I just returned from facilitating the classroom portion of our blended Getting to the HEART of Telephone Sales™ […]
In a previous post on this blog we noted the amazing ROI that sales training can provide for retail employees. Why, then, is this type of training seldom used in a retail environment? Some long-held beliefs hold that it doesn't make financial because: Employees probably won't be around long enough to recoup the investment in […]
A long held belief in the retail industry is that it doesn't make financial sense to invest in sales training for hourly employees. The reasons sometimes cited: Average turnover dictates that an employee probably won't be around long enough to recoup the investment in her/his training. Because they're typically non-commissioned, these employees don't have a vested […]
I'm a little behind in my industry periodicals reading. (I don't suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called "Manager: The Forgotten Training Partner." I had to laugh when she described a "typical scenario" about a manager […]
As a customer, I frequently come across up-sell and cross-sell offers when calling a company for service, and I'm often struck by how poorly this bridge is crossed by the agent. As soon as we move from the customer service transaction into the sales pitch, the agents tend to lose all confidence. Consequently, they tend […]
Perhaps it takes an economic downturn…I mean readjustment…of the scale that we've had to realize just how important loyal customers are to a business. It goes without saying (but I will say it anyway) that without customers there is no business. But how much effort and emphasis does your organization place on getting new customers versus […]
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