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Every Time A Customer Calls Or You Call A Customer, You Have An Opportunity And A Choice. What Choice Are You Making?

-Jeffrey Gitomer

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Every Time A Customer

Jeffrey Gitomer

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Every Time A Customer Calls Or You Call A Customer, You Have An Opportunity And A Choice. What Choice Are You Making?

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If You Find Common Subjects Or Interests With A Prospect, You Can Establish A Business Friendship. Ask About A Diploma Or Picture. Your Prospect Will Be Glad To Talk About What He/she Just Did Or Likes To Do. Try To Captivate Him Or Her In Intelligent Conversation With Engaging Questions About Their Interests. It's Obviously Better If You're Versed In The Subject, Because That's Where Rapport Is Established. Get The Prospect To Talk About Their Passions And What Makes Them Happy.

Listening Is The Hard Part. Listening Is The Important Part. The Hot Button Is In The Prospect's Response.

Don't Dwell On The Problem; Concentrate On The Solution.

If You Own The Problem, You Own The Customer. If You Lose The Problem, You Lose The Customer. It's That Simple.

Once You Discover What Your Attitude Is, Or Isn't, You'll Have A Starting Point And An Understanding Of How To Move Forward.

There Is No One Way To Happiness. Happiness Is The Way! It's Inside Your Head First And Everyplace Else Second

People Don't Want To Be Sold! People Want To Buy!

People Who Are Cocky And Arrogant Say, 'i Know That' And Move Along. People Who Are Confident And Positive Ask Themselves,' How Good Am I At That?' And Seek To Improve

Satisfied Customers Are Apathetic. Loyal Customers Will Be Your Advocate.

Loyal Customers

Satisfied Customers

Next Time Someone Tells You 'never,' Remember That Means 'not For At Least One Hour.'

Sales Is Survival, The Best-prepared Are Most Likely To Survive.

The Biggest Reason That Positive Endings Don't Happen Is Because Employees Are Trained On Policies And Rules Rather Than Principles.

If You Want To Be The Best Salesperson, First You Must Be The Best Person.

The Best Way To Apologize Is To Let The Customer Vent First. Don't Interrupt, Just Take Notes And Make Empathetic Noises. You Can Even Tell The Customer That It Makes You Mad Too. Second, Ask The Customer What Their Speed Of Need Is. Tell Them What They Ant To Hear. That You Apologize, That You Understand How They Feel, That You Are Meeting With The Appropriate People To Get A Resolve, And That It Will Be Done In 24-hours.

Friendly Makes Sales - And Friendly Generates Repeat Business.

Inspirational Customer Service

To Be A Great Leader Of People - Inspire Them To Follow You, Not Your Rules.

If You Are Going To Leave Message, You Have To Be Able To Give Enough Value Or Reason To Get Your Voice Mail Returned.

Failure Is An Event, Not A Person. Think Of Failure As 'it' And Not 'me'.

Biggest Question: Isn't It Really 'customer Helping' Rather Than Customer Service? And Wouldn't You Deliver Better Service If You Thought Of It That Way?

If All It Takes Is An Angry Stranger To Ruin Your Day, What Are You Going To Do If Something Really Serious Happens? Why Give Someone Else Control Of Your Life Like That?

Control Of Your Life

If You Believe In Your Company. If You Believe In Your Product. If You Believe In Yourself. Then You Can March To Success.

Attitude Precedes Service. Your Positive Mental Attitude Is The Basis For The Way You Act And React To People. 'you Become What You Think About' Is The Foundation Of Your Actions And Reactions. What Are Your Thoughts? Positive All The Time? How Are You Guiding Them?

Rich Relationships Lead To Much More Than Money. They Lead To Success, Fulfillment, And Wealth.

Everything You Need To Know About A Customer Has Been Written By Them Or About Them. And It Lives On The Internet. All You Have To Do Is Uncover It. And Use It.

A Big Part Of Honesty Is Self-discipline, Personal Resolve, And Taking Pride In Who You Are As A Person And What Each Action Means To Your Character.

Home Depot Knows 'the More They Help, The More They Sell'-oh By The Way, For The 'bottom Liners' Who Disagree-it's Also Vice-versa.

Invest Time, Don't Spend It.

How Friendly Are Your Companies' First Words? Just Try This...start All Conversations With Customers Using One Of The Following Words Or Phrases: 'great!' 'no Problem', 'you're In Luck', 'that's My Favorite Problem'.

The Secret To Sucessful Customer Service Starts With Yes!

Ignore People Who Tell You 'you Can't' Or Try To Discourage You.

Ignoring People

Great Salespeople Are Relationship Builders Who Provide Value And Help Their Customers Win.

The Key Is Not To Call The Decision Maker. The Key Is To Have The Decision Maker Call You.

Motivational Sales

When You Love Life, Life Will Love You Back.

Trust Is Not Spoken, Trust Is A Feeling.

Good Things Come To Those Who Have Patience And Take Consistent, Persistent Actions Toward What They Want.

Use Your Crm To Retain Customers.

Master The Web And You Will Master Your Universe - And Your (on-line) Bank Account.

Customer Satisfaction Is Worthless. Customer Loyalty Is Priceless.

Great People Have Great Values And Great Ethics.

Lunch Should Consist Of At Least 1/3 Relationship Building Talk. If You Don't Have Time For Business Talk, It Was A Very Successful Lunch.

Positive Attitude Is The Foundation Of Your Life - And The Determining Factor Of Your Ability To Serve.

If You Think That I'm Nuts, You May Be Right. But I'm A Nut With A Positive Attitude, Baby!

When You Begin To Give Value To The World, Somehow The People You Affect Will Find A Way To Tell You. Even If It Takes A Couple Of Years.

Positive Mental Attitude Is Determined By You. Not Others.

Create A Friendly Atmosphere On The Inside And Outside. Live Friendly. Be A Friendly Person On The Inside. Have The Attitude It Takes To Be Smiling Internally First.

If You Don't Think You Can Do It, Who Will? You Control The Most Important Tool In Success, Your Mind.

Change Is Refinement. Change Is Growth. Change Is Movement. Change Is Opportunity.

Your Team Will Get Stronger When You Begin To Build Yourself. Teams Are Made Up Of Individuals Who Work Together . . . And Get Their Own Job Done. What Are You Doing To Be Sure That Your Job Is Being Done Perfectly?

Working Together

Quality Performance Starts With A Positive Attitude.

Several National Tests Have Revealed The Following Startling Statistics About Why Salespeople Fail...15% Improper Training Both Product And Sales Skills. 20% Poor Verbal And Written Communication Skills. 15% Poor Or Problematic Boss Or Management. 50% Attitude.

Accepting Responsibility Is The Fulcrum Point For Succeeding At Anything.

Your Character Holds The Key To Your Trustworthiness.

Trustworthiness

Customers Will Want To Talk To You If They Believe You Can Solve Their Problems.

It Seems To Me That It's Actually Harder To Invent Excuses Than It Is To Get A Sale.

Proper Prospecting Prevents Poverty.

It Ain't The Rain, The Snow, The Boss, The Competition, The Spouse, The Money, The Car, The Job, Or The Kids - It's You! And It Always Has Been.

Positive Thinking

Most Salespeople Are Half Prepared. They Know Everything About Their Company And Their Product. They Know Nothing About Their Prospect.

Every Time A Customer Calls Or You Call A Customer, You Have An Opportunity And A Choice. What Choice Are You Making?

Bankrupsy Stays On Your Record For 7-10yrs. That Gives You An Idea How Long It Takes To Rebuild Trust.

The Best Way To Learn How To Become Trustworthy Is To Study Other Trustworthy People.

Asking, "how Much Is It?" Is The Biggest Buying Signal. Telling Me, "your Price Is Too High." Is The Second Biggest Buying Signal

It's Your Thoughts Behind The Words You Speak That Create Your Attitude.

Words You Speak

Courage Is A Self-inflicted Quality That Gains Momentum Every Time You Try It.

The Reason Trust Is Requested Is Because The Person Seeking Trust Realizes That Trust Is The Key To Yes.

Value The Relationship More Than Making Your Quota.

Trust Is Not An Important Element; It Is The Important Element In Any Long Term Success With Anyone Or Any Company.

Resilience Is Not What Happens To You. It’s How You React To, Respond To, And Recover From What Happens To You.

Becoming Well Known (at Least Among Your Prospects & Connections) Is The Most Valuable Element In The Connection Process.

Change Is Not A Four Letter Word...but Often Your Reaction To It Is!

The More A Prospective Customer Clicks On You And Your Stuff, The Easier It Is For Them To Make A Buying Decision In Your Favor.

People Will Try To Rain On Your Parade Because They Have No Parade Of Their Own.

Persuasion Occurs When Trust And Confidence Meet Belief, Risk Tolerance, And Safety.

Attitude, Humor And Action (persistence) Will Whip Fears And Rejection. Fear Of Failure Doesn't Exist, If You Believe It Doesn't.

Loyalty Is Earned With Friendliness, Responsiveness, Ease Of Doing Business, Fair Value, And The Good Feeling Customers Get When They Call You, Visit You, Or Interact With You.

Your Grammar Is A Reflection Of Your Image. Good Or Bad, You Have Made An Impression. And Like All Impressions, You Are In Total Control.

There Is No Prize In Sales For Second Place. It's Win Or Nothing. The Masters Know This And Strive For - They Fight For - That Winning Edge.

You Can't Be A Winner If You're A Whiner...wiener.

I Graduated From High School In 1963. There Were No Computers, Cell Phones, Internet, Credit Cards, Cassette Tapes Or Cable Tv.

Differentiate With Value Or Die With Price.

Your Job Is To Meet The Right People And Read The Right Books.

Take Your Job Seriously, But Don't Take Their Complaints Personally. If You Take It Personally You'll Get Upset And Lose Your Edge. If You Take It Too Personally, You'll Lose Your Edge And Your Job. If You Take It Seriously -- It's You With Them. If You Take It Personally, It's You Against Them. What Steps Can You Take To Ensure Keeping Your Cool?

Mistakes In Judgment Are The Best Teachers In The World, And If You Choose To Learn From Them Then You Will Begin To Trust Yourself And Understand That, Correct Or Incorrect You Were Decisive And Moved On.

Failure Is Not About Insecurity. It's About Lack Of Execution.

What Is A Positive Attitude? The Simple Definition Is The Way You Dedicate Yourself To The Way You Think. Interestingly, It's Also The Definition Of A Negative Attitude.

People Aren't Afraid Of Failure, They Just Don't Know How To Succeed. We Are Each Responsible For Our Own Success (or Failure). Winning At What You Do Is No Exception. To Ensure A Win, You Must Take A Proactive Approach. Prevention Of Failure Is An Important Part Of That Process.

If You Want Or Need To Move, Move With A Winning Record Of Success, Move With A Plan, And Move To Something You Love.

Being Honest When You're Dealing With Others Is Easier To Do Because Your Honesty Is On The Table For All To View...being Honest With Yourself Is More Difficult Because You Only Have To Justify It In Private Where No One Can See It.

Some People Serve With Pride - Because They 'want To' Do And Be Their Best; Other People Serve With Disdain Because They 'have To' Do Their Job. Which Person Do You Think Will End Up Running The Show?

You Don't Get Great At Selling In A Day. You Get Great At Selling Day By Day.

The Deeper Your Belief, The Deeper Your Pockets.

Be Friendly First. Service Starts With A Friendly Person With A Friendly Smile, Who Offers Friendly Words First. How Friendly Are You?

In Business, Your Positive Thoughts And Lifestyle Choices Lead To Your Personal Success And Your Career Success.

Positive Thinking

Lifestyle Choices

Ignore The Junk News - Work On A Worthwhile Project, Make A Plan, Or Do Something To Enhance Your Life.

Sell Yourself Before You Try To Sell Your Company Or Your Product.

Negative People Are Worse Than Negative Occurrences. The Argument Is Over In Ten Minutes - The Person May Hang Around For Years.

The Only Way To Achieve Your Desires And Dreams Is To Act On Them. The Greater You Trust In Yourself, Your Beliefs, And Your Thoughts, The More Action You Will Take.

Social Media Presents An Opportunity For Business People To Connect And Know Each Other Prior To A Phone Call Or Email Taking Place.

If You Make A Sale, You Can Earn A Commission. If You Make A Friend, You Can Earn A Fortune!

The Most Killer Questions In Sales: "mr. Jones, When I Say (insert Your Product, Your Company, Or Anything You Want An Opinion About Here) What One Word Comes To Mind?" This Is The Most Powerful Question Because It Not Only Gives You Top Of Mind Awareness (the Customer "hot Button"), It Also Tells You Their Attitude Towards It.

Price Is Not A Consideration When A Personal Relationship Exists.

Personal Relationships

Writing Is A Key Differentiator. I've Used It For 14 Years. Writing Will Not Just Lead To Differentiation. Writing Is The Credibility You Need To Create Buyer Confidence

Memorable Customer Service Can Only Take Place In A Human-to-human Situation.

People Don't Like To Be Sold, But They Love To Buy!

Trust Is Even More Important Than Love.

You Don't Earn Loyalty In A Day. You Earn Loyalty Day-by-day.

Take More Chances Than You Dare. You'll Make More Sales Than You Expect. That's The Formula.

Motivational Sales

What Is The Image You Have Of Yourself?

If You're Not Convinced, How Can You Convince Others?

The Best Way To Do Business With A Liar Is Confront Them With The Truth. Tell Them That You Do Business As A Partner. If Your Lying Customer Still Can't See The Light, Tell Him That You May Not Be The Best Choice For Business, And That You Think You Have Someone That Can Serve Him Better. Then, Refer Him To The Competitor That You Hate The Most.

I Believe That A Smile Is The Attribute Of A Positive Attitude, Both For Yourself And The Perception Of Others.

Obstacles Can't Stop You. Problems Can't Stop You. Most Of All, Other People Can't Stop You. Only You Can Stop You.

I Put Myself In Front Of People Who Can Say Yes To Me, And I Deliver Value First.

The Biggest Mistake Businesses Make Is Advertising Before They Have Become Well Known.

Trust Is Not A Request, Trust Is Earned.

Testimonials Are The Best Way To Beat Down The Price Objection And Win The Sale.

The Secret To Climbing Up Is To Put Your Heart Into Your Work.

Random Acts Of Kindness And The Desire To Do The Best Job Possible Lead To Trust.

Take Action Every Day - Some Small Dose At A Time.

Most People Will Not Do The Hard Work It Takes To Make Success Easy. Don't Be Like Most People.

One Of The Most Powerful Aspects Of Service - Being Different. What Is Wow? Wow! Is Great Service! Wow! Separates The Extraordinary From The Ordinary. Wow! Separates The Strong From The Weak. Wow! Separates The Sincere From The Insincere. Wow! Separates The Pro's From The Con's. Wow! Separates The Yes's From The No's. Wow! Is The Full Measure Of Your Personal Power, And The Way You Use It. Wow! Is Doing What Others Can't (or Won't). Wow! Is What You Do For Others In An Exceptional Way. Wow! Is The Ticket To Success. Your Ticket. Are You Wow?

Being Different

Ask For The Sale When The Mood Is Right. The Worst Possible Place Is In The Prospects' Office. Best Place Is A Business Breakfast, Lunch Or Dinner. Next Best Is Your Office. Next Best Is A Trade Show. Ask Early, And Ask Often.

Improve Writing Skills: 1. Keep Paragraphs Short. 2. Use Bold And Caps To Make Points. 3. Start With A Question Or Short Statement. 4. Give Me Meat In The Middle. All Meat. 5. Make Me Smile, Think, Or Act At The End.

Go To Humorous Events At Comedy Clubs And Watch Laughable Movies.

Make Everyday As Productive As The Day Before You Go On Vacation.

The Best Way To Make A Sale Is To Ask For Ask For A Date Of Beginning, Or Some Type Of Commitment To Move Forward After You Are Certain You Have Removed All The Risks, And All The Barriers, From Your Prospect's Buying Process.

The Key In Mastering Any Kind Of Sales Is Switching Statements About You And How Great You Are And What You Do, To Statements About Them, And How Great They Are And How They Will Produce More And Profit More From Ownership Of Your Product Or Service.

National Defense Is Not A Threat To Peace; It Is The Guarantee Of Peace With Freedom.

The Reason You Have To Say "trust Me" Is That You Haven't Earned It And Are Forced To Ask For It - Bad Move.

You Cannot Buy Trust At Any Price. But Slowly, Over Time, You Can Build It For Free.

If You Don't Give Trust To Others, It's Because You Haven't Earned It. If You Don't Have Trust Form Others, It's Because You Haven't Earned It.

In Sales, It's Not What You Say; It's How They Perceive What You Say.

Before You Can Get What You Want, You Have To Know What You Want,and Make A Game Plan To Get It

You Can't Trust Others Unless You Trust Yourself.

One Legislator Accused Me Of Having A 19th Century Attitude On Law And Order. That Is A Totally False Charge. I Have An 18th Century Attitude. That Is When The Founding Fathers Made It Clear That The Safety Of Law Abiding Citizens Should Be One Of Government's Primary Concerns.

My Website, My Email Magazine, My Blog, My Books, My Corporate Seminars, And My Public Seminars All Create The Ability For Social Media To Work And All Build Reputation And Ranking.

There's No Lotion Or Potion That Will Make Sales Faster And Easier For You - Unless Your Potion Is Hard Work.

Motivational Sales

All Things Being Equal, People Want To Do Business With Their Friends.

Your Mental Attitude Is Your Motivation And Your Inspiration.

It Never Ceases To Amaze Me That Companies Will Spend Thousands Of Hours And Millions Of Dollars Teaching People 'how To Sell,' And Not One Minute Or Not $10 On 'why They Buy.' And 'why They Buy' Is All That Matters.

A Person Who Seems To Have All Of The Answers, Usually Isn't Listening.

Create A Story Of Wow That Will Be Retold.

Prepare To Win, Or Lose To Someone Who Is.

People Who To Back And Chastise Themselves, Or Second Guess Themselves, For Making A Wrong Decision Or A Weak Decision Continues To Set Themselves Up For Failure In Future Decisions Simply Because They Don't Trust Themselves.

If You Look Deep Inside Trust, You'll Find Truth.

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