Another knockout in the grand tradition of "Knock Your Socks Off Service"!

In this trusted customer service classic, the renowned business training and consulting services practice Performance Research Associates, Inc. lays bare the truth all companies have come to accept but few know what to do with: companies that emphasize customer service make more money and keep customers longer than those that don't. For over two decades, Delivering Knock Your Socks Off Service has combined this timeless wisdom with powerful tools, real-world examples, and the latest methods to provide customer service professionals an indispensable guide. With lighthearted examples and to-the-point solutions, the book provides readers with proven tips and strategies for exceeding customer needs and expectations, determining the right times to bend or break the rules, becoming fantastic fixers and powerful problem-solvers, using the RATER factors to wow your customers, understanding cultural and generational differences, and coping effectively with your most challenging customers. Plus, the revised fifth edition delivers new information on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.What is quality customer service--and how do you consistently deliver it for your customers? Discover the answers in this go-to guide for helping customer service professionals deliver outstanding service that keeps customers coming back.

The successful "Knock Your Socks Off" (KYSO) formula for wowing customers is back, adapted into a surefire strategy for winning sales by the illustrious consulting team of Gitomer and Zemke. The book will help salespeople succeed in today's complex and stiffly competitive sales environment.

Who would’ve thought that a practical, fun, easy-to-read customer service book would capture the hearts of hundreds of thousands of readers? Now, celebrating its 20th anniversary, Delivering Knock Your Socks Off Service has been completely revised and is better than ever! Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more. The book provides readers with proven tips and strategies for: • Exceeding customer needs and expectations • Determining the right times to bend or break the rules • Becoming fantastic fixers and powerful problem-solvers • Using the RATER factors to wow your customers • Understanding cultural and generational differences • Becoming a listening post • Coping effectively with “customers from hell” With people surrounded by more choices and information than ever before, true customer loyalty has become increasingly difficult to attain. Combining timeless wisdom and up-to-the-minute methods, Delivering Knock Your Socks Off Service is the book no customer service professional can afford to be without.

Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting customer needs • building reliability • customer feedback • keeping a stress log • and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results.

Sometimes, sales organizations rely too heavily only on inbound lead generation. However, when the inbound leads dry up and marketing efforts stop yielding results, the need for outbound activity becomes more crucial than ever. Many companies have let their sales people devolve into an order-taking, customer “farming” team where the focus is following up on inbound leads or just trying to upsell current customers. Conversely, this is the critical time in the life of a business when?organizations with a team trained to sell outbound successfully will rise above the rest.?? Outbound selling can be intimidating even to the most senior rep, yet that same intimidation around cold calling and outbound sales can be transformed into confident success with the right?tools at your disposal. In Outbounding, sales expert William Miller provides sales teams with everything they need to: Have the right tools to outbound and not to just harass Learn how to outbound to the C-Suite as well as the manager level See prospect meetings less as win-lose battles and more as opportunities to use problem-solving skills Utilize templates and ideas that really work and can be adapted to one’s own style Outbounding equips sales people with the knowledge, training, and road-tested sales tactics to raise the success rate of their outbound sales, using proven strategies that deliver breakthrough results.

Many small business owners are trapped by industry pricing and market misconceptions, when they could be compensated for the true value of the product or service being offered. The low price they feel compelled to offer limits their ability to generate profits which, in turn, slows their response to changing customer needs. The good news is that a business can command almost any price it chooses by focusing on the value—not the cost—to the customer. Pricing for Profit shows businesspeople how to break out of the stranglehold of industry pricing and charge more for their wares (regardless of the competition) without alienating their customers. Readers will learn how to: • Quantify the value of their products or services • Distinguish between price buyers and value buyers • Bundle their offerings for competitive advantage and increased customer value • Craft a powerful marketing message that communicates value • Generate more unit sales and close more sales overall, at higher prices • Make more money with less effort Filled with easy-to-use formulas, sample scripts, clear examples, instructive exercises, and more, this accessible and practical guide is a must-read for businesspeople who want to be well-paid for the value they provide.

DO YOU STRUGGLE WITH THE FOLLOWING WHEN ATTEMPTING TO SET APPOINTMENTS? Finding the time to make the calls Figuring out how many calls are necessary to hit your goals Staying organized once youve got more than a few pursuits going simultaneously Making your territory and targets warmer over time Incorporating social media concepts and Sales 2.0 methods into your process Making your CRM or other automation work for you instead of against you In Volume I, we addressed the concept of effectiveness as why would one want to make any more appointment-setting calls than necessary. In this book, youll discover that the common challenges listed above, plus many others, are hurting your efficiency, causing you to work longer hours and make less money. After reading this book, youll know exactly how to address the biggest challenge to your success: the need to get in front of more prospects in less time. Additionally, youll realize you only have three sources for initial appointments; lead generation programs, networking and referrals, and cold calling: and that all three require the ability to set appointments. Youll also learn that it makes no difference whether your target is warm or cold; the basic process for each call is identical. Lets face it: Even referrals say no, theyre just nicer about it. When you understand this, youll discover why all sales professional should have the skills, tools and processes to be both effective and efficient at this critical responsibility. This comprehensive, easy-to-understand, easy-to-follow guide to successful appointment-setting is written by Barry Caponi, one of Americas foremost thought leaders on all aspects of the subject. Hundreds of companies throughout the world have dramatically increased their total number of new appointments by implementing the only appointment-setting methodology that addresses both effectiveness and efficiency. This volume (the second in a two-book set) will help you master the science of setting appointments in less time, with less effortonce and for all.

HOW TO SELL TO AN IDIOT Selling to customers looking to get the most bang for their buck is a difficult feat. The only customers tougher than hagglers are the ones so uninformed about what they are buying, they don't even realize when they are getting the deal of a lifetime. In How to Sell to an Idiot, authors John Hoover and Bill Sparkman show you how to ignore your own inner idiot and start selling more by doing less of what doesn't work and more of what does. Along with a wealth of proven sales guidance and effective techniques, you'll learn how to: Use idiot-proof planning and preparation to make prospecting far more effective Use idiot-speak to connect with prospects and gather vital information that makes selling easy Spice up your sales pitch for faster closings and larger sales Wring referrals out of clients like water from a sponge And much more! "Selling is an act of compassion. Sales professionals must believe that their products and services will improve the quality of their customers' lives. Hoover and Sparkman get that. Selling must also be fun-for the salesperson and the customer. How to Sell to an Idiot makes it clear that the first laugh of the day must be at ourselves." —Roger P. DiSilvestro, former Chairman and CEO, Athlon Sports Publishing and coauthor of The Art of Constructive Confrontation "How to Sell to an Idiot hits the bull's-eye. Great practical steps that will help anyone in sales reach the goal line. Truly a creative approach with fresh new ideas delivered with humor." —Charles S. Dreyer, Director of Sales-Southern California Coastal Region, K. Hovnanian Homes, a Fortune 500 company "How to Sell to an Idiot provides an entertaining and creative look at the formula for sales success. Insightful and fun, you'd have to be an idiot not to add this book to your resource library!" —Chip Cummings, international speaker, marketing expert, and author of Stop Selling and Start Listening