The Art of Questioning: Adapt Your Probes to the Other Person’s Behavior

the art of questioning

Effective Questioning Adapts to the Person When you’re pulled in so many different directions at work each day, time is precious. It can feel easier to send another e-mail than to have a one-on-one conversation. But does e-mail really save time?  Your recipient can potentially misunderstand the tone of your message, or you might spend […]

When Your Customer Reads a Bad Online Review

how to deal with bad online review

The Situation Jenny is a sales rep for a company that supplies uniforms to the health care industry. Ruth is the supply coordinator for a hospital. She’s been renting nursing scrubs for her workforce from Jenny’s firm for about six months. Recently, Ruth was visiting an online customer review site of businesses and noticed a […]

Keeping Customers Focused to Advance Your Sale

sales tip

The Situation Leslie is a consultant at a senior living placement agency. She has had several consultations with Daniel about the right senior facility for his elderly mother. Based on previous conversations, they’re meeting to go over the three finalists. Here’s part of the conversation: Leslie: I know the kind of facility you want for […]

New Know-It-All Employee Wants to “Straighten Out” Boss

how to deal with know it alls

Facebook Twitter Linkedin People Who Think They Know Everything Have you ever worked with someone who–in just 3 months on the job–knows more than their boss who has been there 30 years?  In this case study on how to deal with know it alls, we’ll explore 3 ways of handling the situation. We’ll show you […]

Your Customer Tells You She Wants to Replace You!

11 17Header blog

The Situation:  How to Avoid Losing a Customer? It’s not a good day for Craig, who sells electronic instruments to various industries. Today he’s meeting with Sonia, one of his customers, to discuss a regular monthly purchase.  Craig is about to learn that he is on the verge of losing a customer. Sonia reveals that […]