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Elevate sales performance

Right behaviour, consistent action, better results

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My latest insights into all things sales

 

When Connection goes wrong

Some people are amazing at building rapport.   They’re naturals.  Everywhere they go, they meet more people who like them and who trust them. It’s almost like they can’t help it….or can they?I recently met someone like this, who connected with me so well that I had to...

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Build your network before you need it

A few months back I caught up with a friend and colleague who had recently been made redundant.She’d been in the role for a few years and couldn’t foresee the events that led to a few people in her department being let go when a new Managing Director started making...

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Why gratitude is fundamental to better service

We can only give away what we have.  The disease of more is rife in our culture: more money, more time, more boobs, more lips, more sex, more love, more holidays, more recognition, more likes, more followers….when is what we have enough?  When do we learn to...

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Have we trained customers to expect too little

Are customers expecting too little of retail? When our customers believe that great service is being greeted when they enter our store we must NOT pat ourselves on the backs as retailers!Because it’s not great. It’s common courtesy. A service standard.  And it’s on...

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Merging online and bricks and mortar

In 1999 when I was working at the Australian Retailers Association, I read that MYER was adamant that its online sales would only ever be 10% of total sales revenue. How times have changed. With bricks and mortar retailers battling declining sales, it’s easy to think...

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The Customer Experience?

Retailers!   We have never lived in a more exciting time when technology and personal experience can work together.  Ignite your imagination beyond marketing and understand that your people are your front line brand ambassadors.  They embody your brand…..or not.  What...

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How to have a SERVICE culture

How to have a SERVICE culture Culture.  You can feel it.  It’s embodied by the experience we have as employees, as clients or customers, as service providers…and it’s a tricky one to define.  But we all know when the culture is a good one, and when it isn’t.Creating a...

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Bring service back

“Are you being served?” was a sitcom in the ‘70’s.  Set in the men’s department in Grace Brothers (the Sydney version of Myer).  The entire premise was like a Carry On film, loaded with double entendres and innuendo.  Their customer catch cry was: “Are you being...

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Pressing the Reset Button

You know what it’s like.  You start the day well. Your coffee kicks in at just the right time.  You’re feeling prepared and your hair is even cooperating.And then it happens. Something out of your control comes out of left field to throw the proverbial spanner in the...

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Retail: It’s okay to sell

I’m in the market for a dining table so I popped in to my favourite local homewares store recently and found a table that I must have missed previously. It was hidden underneath lots of other homewares, but the price tag suggested it was not only on sale but...

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Modelling Excellence

Which sales methodology does your company embrace? How much money have you spent on buying someone else’s IP?  How have you managed to shoehorn it into your company culture and way of doing thing?Buying an off the shelf sales systems is better than nothing.  Miller...

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