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Sales/Customer Service eBooks

15 pages, PDF eBook ISBN: 978-1-933631-93-6 U.S. $4.95	6 Ways to Manage for Maximum Profits by Nido Qubein Building equity in your business is a primary target for creating successful entrepreneurial ventures. This e-book is packed with proven strategies that show how to keep more of what you take in year after year and grow your business to new heights. It can be downloaded and printed up to three times immediately after purchasing it.

17 pages, PDF eBook ISBN: 978-1-933631-89-9 U.S. $4.95	8 Ways to Pin Down Evasive Clients by Nido Qubein One of the most frustrating things that can happen in sales is to run into a person you simply cannot get to make a decision and sign an agreement. If you’ve been selling your expertise long enough, you know how it goes. The fact is that many professionals work a lot harder than they need to, because they accept those answers at face value and back off. Some even count those promises as sales, and start planning all the ways they’re going to spend the money they’re going to make—once the deal comes through. But, more often than not, they’re in for a rude awakening. When a prospective clients balks at approving an agreement, it poses several big problems. There are plenty of excellent reasons for any professional to become good at pinning down evasive clients. In this eReport, I want to highlight some powerful tactics for turning those prospects who balk into paying clients.

13 pages, PDF eBook ISBN: 978-1-933631-94-3 U.S. $4.95	10 Techniques to Market Your Practice and Products by Nido Qubein This e-book shows you how to create a client-centered business supported by related products that help to boost your bottom line. Drafting an integrated strategy for marketing is an essential step in growing your business. This convenient download shows you how to do just that. It can be downloaded and printed up to three times immediately after purchasing it.

19 pages, PDF eBook ISBN: 978-1-933631-60-8 U.S. $4.95	12 Tactics for Greater Marketing Power by Nido Qubein This concise e-book zeroes in on 12 powerful tactics you can use to boost your power to persuade plenty of people to purchase your professional expertise at a profit. It contains practiced and proven ideas that will help you become more effective at marketing your professional expertise. This e-book can be downloaded and printed up to three times immediately after purchasing it.

14 pages, PDF eBook ISBN: 978-1-933631-13-4 U.S. $9.97	Becoming More Persuasive by Dr. Tony Alessandra This 10-page report will give you some tools to hone your persuasive skills, so that you can communicate clearly why someone should want to do what you really need done. Topics covered include: A quick quiz to assess the level of your persuasive skills and identify opportunities for improvement The four step process for determining and closing the 'need gap' The 'P' barriers that can get in the way of negotiation and agreement How to jumpstart your powers of persuasion

17 pages, PDF eBook ISBN: 978-1-933631-97-4 U.S. $9.95	Connecting With Your Customer: Understanding the Buyer's Needs by Jim Cathcart In 1994, I had the opportunity to visit the White House with a small group of professional speakers. At the end of the tour, our group came to the foyer and while we were standing there my wife Paula said, "Oh my gosh, here he comes." We looked across the room and sure enough, there came the President of the United States. At that time, it was Bill Clinton. He walked over and spent about ten minutes with our group, one-on-one, chatting with each of us. Someone in the group mentioned that we were professional speakers and commented that President Clinton, too, was in many ways a professional speaker. At that time, Clinton looked directly at me and he said, "Half of my job is keeping people in the right frame of mind."

18 pages, PDF eBook ISBN: 978-1-933631-88-2 U.S. $9.95	Finding the Buyers: How To Reach Those Who Want What You've Got by Jim Cathcart There is an old saying that you can't sell refrigerators to Eskimos. The reasoning behind this motto is that many Eskimos, at least those who live in Alaska, reside in such a cold environment that they don't need refrigeration. After all, if your home is an igloo made of ice, what good is refrigeration? But I maintain that you CAN sell refrigerators to people who live in the ice and snow. Just not for the same reason that the rest of the world would buy them. What people in California need is a machine that will produce the cold for them. What residents of the Arctic need is a machine that will protect their food and maintain an even temperature. Cold they have; it's control that they need.

eBook 70 pages, PDF eBook ISBN: 978-0-9799949-4-4 U.S. $19.95 Executive Summary 26 pages, PDF eBook ISBN: 978-0-9799949-3-7 U.S. $7.95	Fresh Customer Service® Book Treat The Employee As #1 And The Customer As #2 And You Will Get Customers for Life by Michael D. Brown, MBA It goes against all you were taught in business school...and many of the books you’ve read...and it’s the key to turning customers into loyal customers. Not only will they faithfully return to you, they’ll become brand ambassadors who spread the word about your products and services far and wide. Fresh Customer Service proves that if you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do their job, and if you treat them like they’re #1, they, in turn, will unleash a passion to serve your customers like they have never been treated before. Your employees will offer a World-Class Customer Service Experience to everyone who enters your place of business. Implement the 6.5 Steps of Fresh Customer Service in your organization and see how fully engaged, totally committed employees result in return customers who spend their money on your products and services again and again. Not only does this increase retention and sales—it also means a bottom line that reflects sustained and profitable results.

19 pages, PDF eBook ISBN: 978-0-9815589-6-7 U.S. $9.95	Getting the Sale: Confirming the Commitment to Buy by Jim Cathcart Any good talker can have a stimulating discussion, but only a good salesperson can lock in the commitment to do what you have been talking about. And that is the person who earns the commission dollars. Without the sale you are simply, as some call it, a “professional visitor.” Here’s the rub — in their efforts to gain more commitments, many salespeople become “power closers.” These are people whose mantra is “ABC: Always Be Closing.” They put pressure on the buyer from the start to make a commitment, and in many cases they lose the sale by exerting too much pressure. This ebook recommends that you avoid becoming a “Closer” and instead simply learn to “Confirm” each promise the prospect makes. Be gentle and respectful, but be clear about what the intentions are, both for them and for yourself. They expect something from you, and you have the right to expect something from them as well. But you must make it pleasing for them to keep their commitments – otherwise they’ll simply buy from someone they like.

29 pages, PDF eBook ISBN: 978-1-933631-73-8 U.S. $9.95	Introduction to Relationship Selling^TM Reaching the Top One Percent of Your Field by Jim Cathcart The year was 1969, the place was Little Rock, Arkansas. I was a 22-year old salesman still wet behind the ears with no prior experience or training. It was the end of the month and our motorcycle dealership could earn a special bonus award if we would just sell a few more bikes before the end of the business day. An acquaintance of mine who wanted to get back into motorcycling came in after work and test rode one of our best models. It was a Suzuki T120 dual-purpose bike, one good for off road as well as street riding. We had a special reduced price on that model that was only in effect until the end of that day. He was in a position to buy it and the product suited his needs. I was the salesman, but I wasn’t selling. In fact, I was pushing! Without knowing any other way, I pressured and cajoled the prospect until he finally left in frustration. Upon reflection I realize that my selling style was not only too pushy, but it also made me appear too desperate to make the sale. What I saw as a "sense of urgency" was seen by the prospective buyer as a desperate attempt to get the sale now. But, the real problem was not my pushiness; my pushiness was a symptom of the underlying problem: my mindset. I was focused on selling the motorcycle, not on helping the customer decide to buy.

41 pages, PDF eBook ISBN: 978-1-933631-24-0 U.S. $12.97	The Power of Listening Dramatically increase your EAR-Q! by Dr. Tony Alessandra The difference between "hearing" and "listening" is huge, because listening is a skill that has to be learned, practiced, and developed over time. When you finish this Power of Listening workbook, you'll have every tool you ever need to double your listening skills in only a few short weeks. If you have people working with you who know how to really listen, every part of your business benefits. If you are lucky, a small percentage of your staff has naturally developed these skills long before you hired them, but for the majority you need a simple solution for a very dangerous problem. After you read The Power of Listening Workbook, your employees, sales people, customer service people, and managers will: Know the fastest ways to uncover a message's hidden meaning Get sure-fire tips on how to listen to angry customers Distinguish the subtle but vital differences between content and delivery of a message Listen without feeling prejudice, judgment, or the need to defend or interrupt Improve information retention skills Learn how to listen and wait for closing signs Learn to listen to evaluate and empathize Learn how to create environments that promote "ideal listening" Learn how to master and maintain focus in meetings and presentations Understand the critical steps to avoid misunderstandings

16 pages, PDF eBook ISBN: 978-0-9815589-5-0 U.S. $9.95	Sales Presentations: Solving Problems and Filling Needs by Increasing People's Desire to Buy by Jim Cathcart “Stage Fright” is what they call it in show business—that felling of butterflies in your stomach that precedes a performance. The same nervousness often crops up when you raise your hand in a meeting to speak. The minute you are called on, the jitters set in. In a sales presentation, the same phenomenon occurs. When it is really strong we call it “Call Reluctance,” and it can happen not only prior to a contact, but also in the opening moments of a sales presentation. Why? When you consider that we’re speaking on a topic that we know pretty well, what is it that makes us so nervous? The tips and techniques described in this book will help you become more confident and comfortable in all types of presentations. And the payoff for you will be not only more sales, but also a greater sense of satisfaction from doing it. Additionally, the better you become at sales presentations, the more relaxed and in control you will be.

16 pages, PDF eBook ISBN: 978-0-9799949-2-0 U.S. $9.95	Sales Psychology: Understanding the Mind of the Buyer by Jim Cathcart There is an old saying that "knowledge is power." But while a little knowledge may go a long way, this motto is no longer completely accurate when it comes to the world of Relationship Selling^TM. In the 21st Century world of sales, it is all about trust. Trust is power. Being able to trust a person or company to do what they say they will do is pure gold in today's marketplace. When was the last time you wasted a big portion of your day just trying to get people to do what they said they would do and do it well? In any situation where two equally qualified options exist, the person or product that is most trusted will always win. When two people attempt to win an account, the one who appears to be most trustworthy will have the edge.

16 pages, PDF eBook ISBN: 978-1-933631-76-9 U.S. $9.95	Sales Readiness: How Preparation Leads to Opportunity by Jim Cathcart A rowing team works as one seamless unit, yet is made up of unique individuals. In order for it to be successful, this team must have the complete commitment of each of its members. They must immerse themselves in the activity of rowing and release their individual interests and concerns so that the group can work as one. The same is true for sales competence. Many different skills are required in order to excel in sales. One must be able to manage oneself, target the right prospective customers, marshal the resources that will help make the sale, communicate clearly and convincingly, connect with all types of people, and much more. But in order for a salesperson to sustain a successful sales career, all these skills must work in concert. It is not enough to merely be strong in a few areas.

64 pages, PDF eBook ISBN: 978-0-9815589-7-4 U.S. $12.95	Sales Success Through Self-Empowerment Mastering the Mind Game by Don Hutson A major attribute of the high performance sales professional is that he or she always has a proper perspective on what I call the mental profile. The well-balanced individual does not get out of touch with reality. They never reach the point where they substitute positive thinking for thinking. Is the projection of a balanced, positive demeanor something others have learned to expect of you? If so, that’s good. It demonstrates that you have cultivated a very positive habit. Confucius said, “He who cannot smile should not keep shop.” I say, “He who does not smile often does not sell often.” In selling any product, service, or idea, your disposition will have an impact on the response to your proposition!

20 pages, PDF eBook ISBN: 978-0-9815589-3-6 U.S. $12.95	Sell Value, Not Price! by Don Hutson Has this ever happened to you? “Your price is too high.” “Is that your best price?” “What kind of deal can you give me if I buy from you instead of XYZ company?” These are among the most dreaded words a sales person can hear. An average sales person may say: “Is there anything else that may convince you to buy this product?” Some sales people are somewhat successful by using a “planned” script or dialogue, but more often, most stammer, offering a weak response. In either case, they often get the sale at the expense of their margin, or lose it all together. Hopefully, you’ve never lost the sale using an ultimatum like: “That is my best price. Take it or leave it!” More often than not, this sales person will lose the sale altogether forfeiting not only the sale, but future sales by abusing the relationship.

18 pages, PDF eBook ISBN: 978-1-933631-10-3 U.S. $9.97	Sending out your Best Silent Messages by Dr. Tony Alessandra When meeting someone for the first time, we make a statement about ourselves before we ever open our mouths. It's our 'silent message'-the way we carry ourselves physically, emotionally, and intellectually. Such quiet signals profoundly affect other peoples' initial perception of us. Image isn't everything, but it is important. A negative first impression creates roadblocks that can cut off relationships before they ever go anywhere. The good news is you can control many elements of your image with some insight and some effort. This 14-page program identifies the key elements of a first impression, and offers some skill-building tips on how to maximize yours. Topics covered include: A quick quiz to assess your strengths and identify areas of opportunity for improvement The five different aspects of who you are-your "Image Rainbow"-and how they impact your image How to jumpstart your way to a better image!

9 pages, PDF eBook ISBN: 978-1-933631-03-5 U.S. $9.97	Telephone Skills by Dr. Tony Alessandra Do you make a good impression when you answer the phone? Do you sell your company and create Moments of Magic for your customers, or do you hurry callers off the line because you are so busy? Most businesses receive more phone calls than any other form of contact, so an effective telephone manner is your single most powerful business tool. It's your chance to grow your business by establishing loyal customers, because they had a positive, powerful experience on the phone. The Telephone Skills eReport is a concise overview of the most essential components of an effective telephone manner. You'll be able to read the report quickly, and apply your newly learned telephone skills right away-immediately leading to increased success for your career and your company. Topics covered include: Creating a powerful first impression when you answer the phone Maintaining a positive attitude while on the phone Avoiding the most common telephone mistakes Creating and sustaining the loyalty of your customers through the phone
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