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Table of Contents
Part 1. Your successful selling masterclass: Introduction; Jump-start your success formula; Develop product and service expertise; Grasp the buying motives; Conquer objections: turn them to your advantage; Master successful presentations and closings; Create action-provoking systems; Implement motivation and support systems; 7 x 7
Part 2. Your successful key account management masterclass: Introduction; Know your customer; Analyse your growth opportunities; Measure profits by account; Plan for success; Negotiate to win/win; Control activity levels; Manage relationships; 7 x 7
Part 3. Your negotiation skills masterclass: Introduction; Creating the right environment;
Researching your objectives; People and places; Breaking the ice; The agenda; Conclude the deal; Learning from your experiences; 7 x 7
Part 4. Your successful customer care masterclass: Introduction; Customer care is more than just saying "Have a nice day&" How do you measure up? How do your customers think you measure up? Deliver more than your customers expect; Excellence in communication; Attitude is everything; Plan to excel
Surviving in tough times
Further reading
Answers.
Part 2. Your successful key account management masterclass: Introduction; Know your customer; Analyse your growth opportunities; Measure profits by account; Plan for success; Negotiate to win/win; Control activity levels; Manage relationships; 7 x 7
Part 3. Your negotiation skills masterclass: Introduction; Creating the right environment;
Researching your objectives; People and places; Breaking the ice; The agenda; Conclude the deal; Learning from your experiences; 7 x 7
Part 4. Your successful customer care masterclass: Introduction; Customer care is more than just saying "Have a nice day&" How do you measure up? How do your customers think you measure up? Deliver more than your customers expect; Excellence in communication; Attitude is everything; Plan to excel
Surviving in tough times
Further reading
Answers.