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- catalog abstract "Filled with real-life scenarios, sample scripts, and step-by-step instructions, Proactive Customer Service serves a triad of critical functions: it redefines roles in response to the trend of drastically shrinking sales forces and rapidly expanding customer service departments; it bridges the previously separate disciplines of customer service and sales management - a partnership that companies are now demanding; and it supplies customer service reps with explicit guidelines on mastering a new set of sales skills - leveraging existing relationships with customers to build a value-adding profit center! Proactive Customer Service introduces an innovative and flexible "quarter-half-quarter" model that serves as a road map for pacing a sale and applying consultative selling techniques. Each chapter lays out the process in detail, walking you through the key steps of: building relationships: gathering information, creating opportunities, assessing needs, presenting solutions, overcoming objections, gaining commitment, and closing the sale.".
- catalog contributor b11295074.
- catalog created "c1997.".
- catalog date "1997".
- catalog date "c1997.".
- catalog dateCopyrighted "c1997.".
- catalog description "1. "Believe Me -- It Can Be Done": New Initiatives for CSRs -- 2. "But I Like My Job the Way It Is": New Role for CSRs -- 3. "Getting to Know You": Building and Expanding Relationships -- 4. "This Is Why I'm Calling": Crossing Bridges to Create Opportunities -- 5. "Please Share With Me How Quickly You Pay Your Invoices Compared With a Year Ago": Using Dialogue-Probing and Related Questioning Techniques -- 6. "These Questions Seem So Long. Won't My Client Fall Asleep?": The Concept of Multilayered Probing Questions -- 7. "I Thought a Funnel Was for Cooking": Funneling as a Vehicle for Change -- 8. "Can I Speak With What's-His-or-Her-Name, Please?": Determining the Decision Makers and Sales Cycle Techniques.".
- catalog description "Filled with real-life scenarios, sample scripts, and step-by-step instructions, Proactive Customer Service serves a triad of critical functions: it redefines roles in response to the trend of drastically shrinking sales forces and rapidly expanding customer service departments; it bridges the previously separate disciplines of customer service and sales management - a partnership that companies are now demanding; and it supplies customer service reps with explicit guidelines on mastering a new set of sales skills - leveraging existing relationships with customers to build a value-adding profit center!".
- catalog description "Proactive Customer Service introduces an innovative and flexible "quarter-half-quarter" model that serves as a road map for pacing a sale and applying consultative selling techniques. Each chapter lays out the process in detail, walking you through the key steps of: building relationships: gathering information, creating opportunities, assessing needs, presenting solutions, overcoming objections, gaining commitment, and closing the sale.".
- catalog extent "ix, 212 p. :".
- catalog identifier "0814403727".
- catalog issued "1997".
- catalog issued "c1997.".
- catalog language "eng".
- catalog publisher "New York : AMACOM,".
- catalog subject "658.8/12 21".
- catalog subject "Customer services Management.".
- catalog subject "HF5415.5 .B737 1997".
- catalog tableOfContents "1. "Believe Me -- It Can Be Done": New Initiatives for CSRs -- 2. "But I Like My Job the Way It Is": New Role for CSRs -- 3. "Getting to Know You": Building and Expanding Relationships -- 4. "This Is Why I'm Calling": Crossing Bridges to Create Opportunities -- 5. "Please Share With Me How Quickly You Pay Your Invoices Compared With a Year Ago": Using Dialogue-Probing and Related Questioning Techniques -- 6. "These Questions Seem So Long. Won't My Client Fall Asleep?": The Concept of Multilayered Probing Questions -- 7. "I Thought a Funnel Was for Cooking": Funneling as a Vehicle for Change -- 8. "Can I Speak With What's-His-or-Her-Name, Please?": Determining the Decision Makers and Sales Cycle Techniques.".
- catalog title "Proactive customer service : transforming your customer service department into a profit center / Charles D. Brennan, Jr.".
- catalog type "text".