7 Secrets to Successful Sales Management: The Sales Manager's Manual Review

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7 Secrets to Successful Sales Management: The Sales Manager's Manual ReviewThis is an outstanding book for everyone from the CEO of a company as well as everyone on his sales team. Notice that today it is not just a sales force or staff, it is the sales team working together to achieve those important goals of the company. Yes, goal setting is one of the secrets and many salespeople need to improve their skill of setting goals and objectives. This book not only sets out the 7 key secrets, but it also puts these principles into action in part 2.7 Secrets to Successful Sales Management: The Sales Manager's Manual Overview

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Competitive Selling: Out-Plan, Out-Think, and Out-Sell to Win Every Time Review

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Competitive Selling: Out-Plan, Out-Think, and Out-Sell to Win Every Time ReviewThis is a well thought-out book that highlights the key elements of the sales cycle. Chase does a great job in breaking down the critical failure points to avoid in making a pitch that has applications beyond traditional sales situations. If you are looking for a straightforward method of improving your overall negotiation and influencing skills, this book will help.Competitive Selling: Out-Plan, Out-Think, and Out-Sell to Win Every Time Overview

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Sales and Marketing the Six Sigma Way Review

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Sales and Marketing the Six Sigma Way ReviewMost CEOs/COOs/CFOs would agree:
1. Marketing/Sales is both an art and a black box, or even a black hole as it seems to be a continuous cash guzzler.
2. Sometimes CEOs feel they are captives to the Sales VP because even though they are not happy with their sales performance, firing and replacing them with new ones is not a sure win.
3. Marketing campaigns are like shooting in the dark. If you don't shoot, you will not catch anything. But if you keep shooting in the dark, pretty soon the bullets will run out. Most CEOs feel their Marketing VPs are "addicted" to all those fancy marketing programs without assured ROI.
4. VP/Marketing and VP/Sales are like a divorced couple. The best way to pacify them is to keep them separate forever. But how can CEOs afford to do that?
Systems Thinking Guru Russell Ackoff once said that the System cannot detect its own problem and it must be from a high order system level. Marketing and Sales VPs cannot solve their own dilemmas and problems, it requires the CEO/COO/CFO in conjunction
with other functional VPs to work together in a systemic way.
However, among all the functional disciplines, Marketing and Sales are the two most mysterious and hard to understand arenas for the whole executive team. "Sales and Marketing the Six Sigma Way" is the first book ever that not only presents the real CORE of the respective Marketing and Sales function in an easy to understand system way, it also reconnects Marketing/Sales function with the rest of the business in a systemic manner. The introduction of "Customer Value Mapping" in the whole Marketing/Sales process is truly a remarkable contribution by the author, Michael Webb. I personally first saw that idea on Webb's business website 18 months ago and applied it to the company I worked for and realized an unbelievably rewarding result.
A side benefit of reading the book is that with Webb's superior
writing style people can easily absorb the whole idea of Six Sigma and Lean Management without going through all the terminology and jargon commonly found in other books on Six Sigma. This is a very important feature of the book as its main appeal should be for all corporate executives and Marketing/Sales managers, not just QA coaches.
Among over 100 books on Marketing or Sales that I have read since 1990 after founding my own company, this book is definitely on the top. It will also be a great companion book for MBA students to get bridged to the real challenge of the business world and get well trained with a systemic framework that has rich real world success track records, including my own company's fantastic experience.
C.T. WU, Ph.D. in E.E.
www.sohoware.com
Santa Clara, CaliforniaSales and Marketing the Six Sigma Way Overview

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The Evolving Sales Engineer Review

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The Evolving Sales Engineer ReviewThis book contains very practical and well presented ideas that anyone involved in the technical sales process would benefit from knowing. Many sales-related books are available but this is the most on target for Sales Engineers and their managers that I have seen.
The range of topics covered is impressive as well. SE managers are given their own section on how to choose and develop SE teams. SEs are taught everything from how to deal with office politics to properly design presentation slides. The stories that are included help reinforce the points in ways that show that the author really understands the SE world.
I would advise SEs to buy this book and SE managers to consider this as recommended reading for their teams.

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Frontline Profit Machine: The Khoury Blueprint for Exploding Profits at the Point of Sale Review

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Frontline Profit Machine: The Khoury Blueprint for Exploding Profits at the Point of Sale ReviewThe retail sales floor and your other customer contact points are your company's "Frontline." Most of your sales happen here as your staffers interact with your clients. Yet many companies fail to take full advantage of this potential. To maximize your sales, first motivate and train your frontline employees. Sales performance consultant Ziad Y. Khoury provides a blueprint (somewhat grandly named the "Khoury Performance Equation" or KPE) that your company can use to optimize its sales. He designed his program to help businesses create the best environment for frontline employees to enable and encourage them to sell more. His system is detailed, if not highly original. Its major benefit is Khoury's practical advice on building point-of-contact sales. getAbstract finds that this specificity makes the book useful to retail store managers and other executives who deal with the buying public.Frontline Profit Machine: The Khoury Blueprint for Exploding Profits at the Point of Sale Overview

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The Ultimate Sales Managers' Guide Review

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The Ultimate Sales Managers' Guide ReviewWarning: This is not the same old sales drivel you've read a thousand times. You'll wear this book out before you sit it down.
What I love about this book is the no nonsense, straight forward approach that John Klymshyn takes to clearly demonstrating how to create powerful sales teams. His advice is clear, timely and clearly directly from someone who has a tremendous amount of experience dealing with real sales teams and their issues.
This is not a book of theory, it is a book of action. Actions that you can take immediately. It doesn't matter if you have 20 years of experience managing a sales team or if you just got hired, this book will offer you insight, examples and strategies that will make you more confident and profitable while properly empowering your sales team.
If you want to do more than make quota, if you want to lead your team to new heights and destroy old records, this is the book for you.
Dave Lakhani
Author - Persuasion: The Art of Getting What You Want and The Power of an Hour: Business and Life Mastery in One Hour a Week.The Ultimate Sales Managers' Guide Overview

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Start with NO...The Negotiating Tools that the Pros Don't Want You to Know Review

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Start with NO...The Negotiating Tools that the Pros Don't Want You to Know ReviewJim Camp is new to me but will most likely become quite a bright albeit controversial figure in management circles. Mr. Camp's new offering, START WITH NO, specifically debunks the methodology we were all taught in Negotiation 101...achieve "win-win" at all costs. Mr. Camp says NO, with a capital N, to this weak, antiquated negotiating objective.
Mr. Camp introduces his theory, "...I believe win-win is hopelessly misguided as a basis for good negotiating, in business or in your personal life or anywhere else." So begins his treatise encapsulated in contrarian thinking toward negotiations of any type. Win-win, posits Mr. Camp, is an invitation to lose. While conventional tutelage is grounded in give-and-take compromise, Mr. Camp's negotiating foundation begins with giving or taking a No. Empowering an opponent to say No is power, according to Camp.
Mr. Camp quotes the ever-popular negotiating gem, GETTING TO YES, and its basic definition of a "wise agreement." A wise agreement meets the legitimate interests of each side to the extent possible, resolves conflicting interests fairly, is durable, and takes community interests into account. Camp's theory is that compromise is implicit within this definition, perhaps explicit. His question: Why in the world compromise before you're certain you have to?
Mr. Camp offers the reader an indepth view of why saying No is beneficial to a negotiator amongst an abundance of wisdom, tactics and observations from years of negotiation coaching. In the end, Mr. Camp leaves us with "The Thirty-three Rules" of negotiating. A few of these, which fly in the face of the conventional win-win theory:
- Your job is not to be liked. Its to be respected and effective.
- Never enter a negotiation-never make a phone call-without a valid agenda.
- You do not need it. You only want it. {a very key attribute regardless the theoretical camp in which one resides}
- The value of the negotiation increase by multiples as time, energy, money, and emotion are spent.
- "No" is good, "yes" is bad, "maybe" is worse.
- "Our greatest strength is our greatest weakness (Emerson).
All this said, Mr. Camp has presented an extremely cogent view of why win-win is outdated and outmoded. However, there are always situations wherein weakness is the position in which one begins providing a gauntlet of hurdles to clear before reaching the proprietary level of success. Consequently, it is my conclusion that, while Mr. Camp's methods are unorthodox and unconventional, they can be of great assistance to a negotiator who understands that each negotiation has its own set of facts and circumstances. No single negotiation exists in a vacuum.
Commingled utilization of Mr. Camp's methodology along with emotion-neutral theories should prove valuable to the negotiating professional. A good solid read that should be part of any negotiators' library.Start with NO...The Negotiating Tools that the Pros Don't Want You to Know Overview

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Roar Get Heard in the Sales and Marketing Jungle: A Business Fable Review

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Roar Get Heard in the Sales and Marketing Jungle: A Business Fable ReviewThere are SO MANY sales and marketing books out there touting their virtues....ROAR! is the only one I've ever found that delivers on its own promise. Clear, helpful and very actionable. With an entertaining back drop of some of NYC's best restaurants, follow Lenny's advice and you'll find yourself soon with more customers, the right customers, and the ability to deliver on your promise to them. A definite "must read" for anyone in business -- large or small.Roar Get Heard in the Sales and Marketing Jungle: A Business Fable Overview

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Rain: What a Paperboy Learned About Business Review

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Rain: What a Paperboy Learned About Business Review
This is the most recent of ten books that Jeffrey Fox has written and is, in my opinion, his most entertaining. In the first part (Pages 1-128), Fox presents a business narrative in which a fictitious youth named Rain embarks on a brief but productive career as a newspaper boy. (Presumably Rain is Fox's surrogate.) Like Forest Gump, he encounters a series of adventures but unlike Gump, he seems to have more "street smarts." Fox cleverly introduces a number of challenges and opportunities to dramatize several basic business lessons. Then in the second part of the book (Pages 129-192), he shifts his attention to his reader whom he invites to compete "a series of analytical exercises anchored in each of Rain's adventures. The exercises are designed to illuminate Rain's entrepreneurial thinking and his rainmaking principles." Actually, completing the 29 brief exercises does more than illuminate the Rain's "rainmaking principles": It also enables the reader to make direct application of most (if not all) of them to her or his own circumstances.
I must say, I thoroughly enjoyed reading this book because when doing so, I recalled many of my own experiences when I was Rain's age and growing up on the South Side of Chicago. I had one paper route that I completed in the morning and later added another in the afternoon. After two years, I also began to work three days a week (4-8 PM) at a newsstand near my home. After about another year, when summer vacation began, I stopping delivering papers but continued to work at the newsstand Monday through Friday, 4-8 PM, and caddied at a local country club each weekend. I certainly did not have Rain's entrepreneurial inclinations. I was simply determined to earn as much money as I could. I also encountered slow pays and no pays, hostile dogs, and customers impossible to please. I also hated getting up mornings when the temperature was near zero and the winds off Lake Michigan nearby were howling or delivering papers afternoons when the heat and humidity were each 90º or more.
How many boys and girls today deliver newspapers? I have no idea. Most of the newspapers in Chicago when I was growing up no longer exist. It seems that in most other major metropolitan areas, there are no evening newspapers and only one morning newspaper. Presumably child labor laws now limit the employment opportunities for those in the 10-15 age range. So, where can they have the experiences and learn the lessons that Fox portrays in this book? I have no idea. However, although younger readers may not be able to identify with many of the situations in which Rain finds himself, I think that they will enjoy reading this book. I hope that many of them also get a clearer sense of the importance of meeting obligations (e.g. being on time, completing tasks), keeping promises to others, being alert to learning opportunities, and meanwhile making whatever personal sacrifices may be necessary.
As I read Fox's book, I also recalled several life lessons that Robert Fulghum shares in his first book, All I Really Need to Know I Learned in Kindergarten: Play fair, Don't hit people, Put things back where you found them, Clean up your own mess, Don't take things that aren't yours, Say you're sorry when you hurt somebody, Wash your hands before you eat, When you go out in the world, watch out for traffic, hold hands and stick together, and Be aware of wonder. Simple? Of course. Naïve? I don't think so. Fox and Fulghum affirm many of the same values that can also be found in the world's most venerated holy works. In my opinion, there is no other business principle that is more important than The Golden Rule. It is central to the culture of the world's most highly admired companies. Moreover, it is no coincidence that - year after year -- these same companies are also among the world's most profitable and most valuable.
Those who share my high regard for Jeffrey Fox's latest book are urged to check out several of his others, notably How to Get to the Top: Business Lessons Learned at the Dinner Table (2007). I also highly recommend his How to Become a Rainmaker (2000) and then Secrets of Great Rainmakers (2006) as well as Benjamin Franklin's Autobiography, Napoleon Hill's Think and Grow Rich, Dale Carnegie's How to Win Friends and Influence People, and Fulghum's aforementioned book. Those who prefer more recently published works, I suggest these: David Whyte's The Heart Aroused, Michael Ray's The Highest Goal, James O'Toole's The Moral Compass and then Creating the Good Life, and Bill George's Authentic Leadership and then True North.Rain: What a Paperboy Learned About Business Overview

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Discover Your Sales Strengths: How the World's Greatest Salespeople Develop Winning Careers Review

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Discover Your Sales Strengths: How the World's Greatest Salespeople Develop Winning Careers ReviewBar none, this is the best book you will ever read about the art of selling. Moreover, this book will change the way you think about hiring, training, managing and motivating anyone who is responsible for bringing new customers to your organization and keeping those customers engaged.
See of you can answer this question from the book correctly:
What do the top sales and marketing professionals have in common?
a.Experience and background
b.Education and training
c.Great presentation skills
d.Aggressive closers
e.None of the above
If you guessed "e", you are correct. According Gallup's extensive research spanning 30 years and interviews with 250,000 sales people, over 1 million customers and 25,000 sales managers, this is what the top sales people have in common:
*They were in the type of sales job where they were able to use their top talents every day
*They developed their own unique selling style based on their top talents
*They had a productive relationship with their manager.
Since the top 25 % of the sales force accounts for 57% of the sales revenue in most organizations, the more sales people get to use their top talents, the more likely they are to build a sustainable and profitable customer base.
So, how do you discover your individual strengths and talents? One of the unique features of this book is that you go to an Internet site and take an assessment that will immediately tell you what your top five strengths are. What I found intriguing is that these strengths are much more practical than the strengths I have seen in any other kind of assessment instruments. You can then use the book to determine how to put these strengths to work for you so they become true talents. (By focusing on these strengths I have increased my own productivity by 100%!!)
The other thing I really liked about this book is the easy to read format and the fact that the author includes great real world stories and examples of how top sales people used their talents to excel in their job. The author, Benson Smith, who started his career as a successful salesperson with a Fortune 500 medical device company and eventually became the CEO, writes in clear business language and does not spend a lot of time espousing complicated theories. If anything, the book is too short and leaves you wanting more.
The book also talks about the key role that managers play in insuring the success of the sales effort. The chapter on management should be required reading for anyone who is a manager or thinks they want to become one. (You will also find this chapter extremely helpful if your current manager is less than ideal.)
I have spent over 20 years in the medical and pharmaceutical industry in sales, management, marketing and training. Over the last 9 years, I have had a successful business focused on performance development consulting and training. This book has inspired me to rethink my approach. I hope it will do the same for others in my profession. Most organizations tie training to "improvement opportunities." Gallup's research has found that training will be far more productive if you focus on strengths and how to build them into true talents.Discover Your Sales Strengths: How the World's Greatest Salespeople Develop Winning Careers Overview

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Dalrymple's Sales Management: Concepts and Cases Review

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Dalrymple's Sales Management: Concepts and Cases ReviewThe projects are very realistic. All though some of the cases are long and they have unecesary scenes, they give you the big picture of a sales manager's every day life situations.Dalrymple's Sales Management: Concepts and Cases Overview

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Lead, Sell, or Get Out of the Way: The 7 Traits of Great Sellers Review

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Lead, Sell, or Get Out of the Way: The 7 Traits of Great Sellers ReviewThis book has inspired and empowered me to radically change my attitude toward my business. Ron Karr has lit, not a fire, but a jet engine under me.
In hindsight, I have been operating the business on a "field of dreams" premise. "If I build it, they will come." And it is true that I have attracted some business and had some success that way.
But this book convinced me that if I want large scale success, I need to learn how to be a sales leader as he describes. I need to articulate my vision for clients, and personally connect it to my potential clients' real-world issues.
Though I am strong in many areas, Ron Karr's list of 7 traits of great sellers touches on every one of my weaknesses. If I want success, I see that has to change.
You might think that realizing I am weak many key skill areas would leave me depressed instead of inspired. No. Not at all--because this book doesn't just convince you that you need to change, it gives specific, practical advice for how to start that process. It gives not just advice, but hope.
At the end of the chapters are exercises and commitments. I did them all. I continue to work on them. I have added a task called "lead/sell" to my daily action plan, in which I work on various skills, sometimes referring back to the book. (BTW, this is following advice from the book! He covers all the bases.)
I read this book less than a month ago, I made the commitment to change about halfway through the book, and I can already see important progress. I have "magically" become more confident talking about my work with people. Of course, it's not magical. It's the result of doing all those exercises!
Truly an excellent book worth reading, re-reading, and referring back to.
Thank you, Ron Karr!
Lead, Sell, or Get Out of the Way: The 7 Traits of Great Sellers Overview

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How To Become a Power Agent in Real Estate : A Top Industry Trainer Explains How to Double Your Income in 12 Months Review

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How To Become a Power Agent in Real Estate : A Top Industry Trainer Explains How to Double Your Income in 12 Months ReviewAs a real estate professional and knowing that most how-to-do-it books rarely tell it like it really is, I was skeptical when purchasing this book; however, it quickly became apparent that the writer knew what he as talking about! The book is a "must have" for anyone in real estate whether they have been an agent for a month or 10 years. It is written in plain english and effectively outlines ways to make money in the real estate business. I feel so strongly that this book can make a huge and positive influence on real estate agents, I have placed the book in my office and agents sign it out for a week at a time. I also brief passages in the book at my weekly Business Meetings. A very superbly written book!How To Become a Power Agent in Real Estate : A Top Industry Trainer Explains How to Double Your Income in 12 Months Overview

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Sales 2.0: Improve Business Results Using Innovative Sales Practices and Technology Review

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Sales 2.0: Improve Business Results Using Innovative Sales Practices and Technology ReviewI disagree with most of the other reviewers in that I didn't find this book very good at all.
I stared to read the book hoping to find practical tips or valuable concepts on sales applicable in this new electronic age. I got very little of value.
Firstly, the whole concept of 2.0 used in this book as nothing more than a synonym for new. They might as well have called it New Sales, but probably wanting to sound trendy opted for 2.0 instead. The term 2.0 is overused as it is. Also, I conceive of it as at least related to user generated content or user interaction, something not referred to in the book.
Secondly, the sales 1.0 as presented in the book is a straw man. If we are to believe the authors of this book, sales before they came along consisted of people dropping by random companies to talk to random people in an attempt to sell them something. By contrast, the authors explain sales 2.0 involves innovative practices such as actually figuring out who to talk to. And then monitoring what works and what doesn't. Novel concepts indeed! I don't have a lot of sales experience, but I'm sure sales wasn't as primitive as the authors suggest.
Thirdly, the book contains very little practical advice at all.
Fourthly, the entire book presents a view on sales derived from very few cases, mainly Oracle. They present the theory and then illustrate the theory with examples from the cases, the same cases, over and over. The book would have worked a lot better if they would have described the Oracle case in detail and deduced theory from that, instead of the other way around.
Overall, very disappointing.
Sales 2.0: Improve Business Results Using Innovative Sales Practices and Technology Overview

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The Accidental Sales Manager: How to Take Control and Lead Your Sales Team to Record Profits Review

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The Accidental Sales Manager: How to Take Control and Lead Your Sales Team to Record Profits ReviewChris Lytle has outdone himself again.
I first learned about his work and sales leadership philosophy with his first book "The Accidental Salesperson" in 2000.
The range of topics covered is very comprehensive for rookies and veterans alike.
His work is refreshing, and most importantly effective in gaining results and teaching new and experienced sales representatives new approaches to advancing suspects to prospects and ultimately to highly qualified prospects. His new book does not disappoint, and is delivered with highly practical and actionable strategies and tactics will develop a new Sales Manager, and strengthen the results of any seasoned veteran of sales leadership and management. Thanks Chris for continuing to share your perspectives, experience and insights with the rest of us.
Miguel A. de Jesus
[...]The Accidental Sales Manager: How to Take Control and Lead Your Sales Team to Record Profits Overview

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Sales Management: Building Customer Relationships and Partnerships Review

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Sales Management: Building Customer Relationships and Partnerships ReviewThe condition of the used book was excellent and just what I expected-thanks! The value was ok for a used book-the only poor rating would be on ship time-to long! Thanks!Sales Management: Building Customer Relationships and Partnerships Overview

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Pricing with Confidence: 10 Ways to Stop Leaving Money on the Table Review

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Pricing with Confidence: 10 Ways to Stop Leaving Money on the Table Review
I liked this book a lot. I thought it was well outlined and well written. The book's overall message is that the small business owner should link prices to the value delivered. The reader should be able to optimize pricing for her services or products after considering the 10 rules of pricing presented in this book:
1. Generally, don't let the customer talk you down in price
2. Price your service or product at a level that a customer is willing to pay if they understand the value of your service or product
3. Know which of three pricing strategies you are using and stick to it
4. It's OK to negotiate price with customers, but make sure you win
5. It's OK to lower prices, but only in order to increase profits
6. Expand your offerings so you aren't locked into one price for one product
7. Great pricing will often force your competition to react to your pricing
8. Your company's sales force has to be expert at why and how you priced your services or products
9. Set prices based on value - not on cost-plus
10. Always keep in mind you are in business to make a profit without leaving money on the table
I loved the instruction that the author provides regarding how an owner of a small business has to be willing (and able) to fire unprofitable clients and customers. Business people who compete on price are playing a fool's game. Smart business owners understand that value is the basis for business exchange and that to be successful at business one must FULLY understand value. This book puts forth a pretty good effort to help the reader fully understand value, or at least how to go about fully understanding value after doing a little investigation and research of the market.
Pricing goods and/or services is far from simple. And setting an optimal price is one of the most difficult decisions to make when starting a business. Furthermore, as a business grows and matures pricing at an optimal level continues to be difficult. Prices never stay the same because demand never stays the same. To do this well one must know the market (competitors & customers), know the costs, know the perceived value, and know the actual value.
Getting a handle on all this is not particularly easy. This is especially true because customers are often times very hard to figure out. Some are price buyers, some are value buyers, some are relationship buyers, and some are poker-playing buyers. Knowing these four types of buyers is a heads up for the small business person. But he or she still has to read the customer and figure out which one of these four the customer is before negotiations can be performed in favor of the seller. Read this book and start on your path of being a better pricer of your services or goods. 5 stars!Pricing with Confidence: 10 Ways to Stop Leaving Money on the Table Overview

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Storyselling for Financial Advisors : How Top Producers Sell Review

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Storyselling for Financial Advisors : How Top Producers Sell ReviewThis is an excellent book. Numbers and statistics put clients to sleep. But describing a financial concept by telling a story engages the client(s). I am a Financial Advisor, and when people ask me what I do as a Financial Advisor, I tell them a story. Sometimes I go with this (this is not in the book): "The average American spends a dollar the following way: They spend $0.62 on standard of living, $0.25 on taxes, $0.10 on insurance, and $0.03 or less on savings. I find ways to reduce your tax liability, try to reduce your insurance while maintaining proper and adequate coverage, and see if we can cut some spending on standard of living." You would be surprised to see how clients listen to that versus a complex explanation of what a Financial Advisor does - because they can relate to a dollar and how it is spent. If you want to keep trying to imprees clients with how smart you are by using industry jargon, statistics, and other numbers - keep doing it; it may be one more client for me to hook. Buy this book.Storyselling for Financial Advisors : How Top Producers Sell Overview

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Unleashing Excellence: The Complete Guide to Ultimate Customer Service Review

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Unleashing Excellence: The Complete Guide to Ultimate Customer Service ReviewCustomer service is similar to Motherhood and Apple Pie. Organizations that deliver outstanding customer service as an integral part of their business operation build customer loyalty and bottom line strength. Those that don't...well, we all know that bad customer service can destroy a company, or at least severely limit its potential.
This knowledge is legendary. Techniques for delivering good customer service are well-known. This is not brain surgery. Why another book on the ubiquitous topic?
First, note the title. The book title doesn't talk about Excellent Customer Service or You Will Be Fired if You Aren't Nice to Our Customers. The Unleashing Excellence title-and theme of the book-is directed toward senior executives. Customer service is a corporate strategy that needs to be led from the top. This book needs to be read by senior executives that allege that they don't have time to read it. The downside of mediocre customer service can be career-limiting to executives who don't pay attention to this critical component of their company's business.
The authors, both formerly part of the Walt Disney leadership development programs, are now in private practice. They are active consultants-to a wide range of employers-on customer service issues. In their work, they apply what they learned at Disney and other employment experiences to deliver an executive-targeted message. Toward this end, the book is easy to read, includes shaded call-out boxes, Action Steps and Pitfalls to Avoid at the end of each chapter. The book's concluding chapter presents nine leadership actions to guide readers in strengthening their customer service delivery. A comprehensive index makes the book even more reader-friendly.
Readers will benefit from a continual flow of best practice stories from many employment settings. Many of the examples of good work come from the authors' clients. These illustrations serve to enhance and illuminate the content to bring the traditional concepts to life in ways that leaders can read the book and initiate appropriate actions for individual and organizational improvement. Several sections of the book stand out in my mind, but all chapters are filled with ideas, thought-provoking discussions, and anecdotes to bring the concepts to life.
Yes (sigh), this is ANOTHER customer service book. Do we need more books on this topic? Some of us are beginning to feel overstuffed with this topic---like the bloated feeling we get after a huge Thanksgiving dinner. Thankfully, this book serves a specific purpose of providing how-to advice and insights for executives and managers to consider and implement. Use it as a tool to stimulate customer service conversations in your organization as you inspire increasingly high attention to incredible customer service as a part of your corporate DNA.Unleashing Excellence: The Complete Guide to Ultimate Customer Service Overview

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Covert Persuasion: Psychological Tactics and Tricks to Win the Game Review

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Covert Persuasion: Psychological Tactics and Tricks to Win the Game ReviewThis book, although well written and well laid out, is simply a rehash of Hogan's earlier book, "The Psychology of Persuasion". This book introduces literally nothing new, simply reorganizing the material.
If you own the Psychology of Persuasion, do not purchase this book. Otherwise, definitely buy one or the other.
(As an aside, I find it amusing that Hogan and his publisher believe the key to sales to be re-introducing the same material in different works, rather than creating "new editions". They may be right, but as someone who almost bought two "identical" books, it's a little annoying!)Covert Persuasion: Psychological Tactics and Tricks to Win the Game Overview

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