A Better Way to Upsell

So, here’s what happened last week: I bought a new car and called a local window tinting franchise to get it tinted. The owner answered, quickly took my credit card for the top tinting package, and then attempted to upsell me to his high priced “car wrapping” package (basically a full body protection package). The […]

3 Customer Service Secrets – True or False?

When you have to call your cell phone company, do the following words describe your feelings? Dread Frustrated Anger Hope If your company has customer service reps (Hint: Every person in your company is a customer service rep!), then it’s imperative for your success to make sure your customers don’t feel this same way. Let’s […]

Stop “Following Up,” and Start Closing

How do you open your 2nd or 3rd call to prospects whom you’ve already pitched? Is it something like: “I’m just calling to follow up on our proposal….” OR “I’m just calling to see what you thought about our bid?” OR “I was just seeing if you had time to speak with (your boss, partner, […]

Metrics: Why Most Companies Get it Wrong

If you’re in inside sales management, then you know all about metrics. In fact, whenever I consult with new clients the owners and managers automatically begin showing me their call monitoring reports. They show me metrics on how many calls a rep is making, how much average time each rep spends on the phone, what […]