Call Centre Management

It’s ringing! This could be it. The next big client. But what are you going to say to them? You’ve done the training and read the books and they all seem to say the same thing. But there’s something not quite right. It’s difficult to put your finger on it. But surely, it can’t be this hard?

You’re right. It’s not. Read this book and it won’t ever be again. You’ve been told wrongly. And because of that, the majority of those dreadful calls you’re forced to make end abruptly. Leaving you with that little jolt, which you put to one side. As usual.

Cold Calling: What You Should Actually Do is a concise, clearly written, guide to move you past all that. It’ll help you know exactly what to say and exactly when to say it. And it’ll show you how to take control of those nerves as well! It’s a fast read. And once you know it, you’ll see how much easier it makes things.

Just imagine: going to work knowing that the calls you make will either end in the prospect moving along the sales funnel or, at the very least, a new contact being made. No more annoyed prospects. No more being told where to go. Just sales, sales, sales…Imagine that!

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Create market value through innovative customer connections and engagement

Principles of Marketing, 8th European Edition, by Kotler et al. admirably covers a wide range of theoretical concepts and practical issues and accurately reflects the fast-moving pace of marketing in the modern world – examining traditional aspects of marketing and blending them with modern and future concepts. The authors of this European Edition present fundamental marketing information within an innovative customer-value framework, to help you understand how to create value and build customer relationships.

In a fast-changing, increasingly digital and social marketplace, it is more vital than ever for marketers to develop meaningful connections with their customers. Principles of Marketing, 8th European Edition, helps you master today’s key marketing challenge: to create vibrant, interactive communities of consumers who make products and brands an integral part of their daily lives.

New to this edition

Thoroughly revised to reflect the major trends impacting contemporary marketing, the 8th Edition is packed with examples illustrating how companies use new digital technologies to maximize customer engagement and shape brand conversations, experiences, and communities.

• New coverage and fresh examples throughout the text addressing the latest developments in customer engagement tools, practices and developments including real time research and customer co-creation product development

• Updated coverage of emergent online, mobile and social media technologies including real-time listening and social selling

• Improved learning design with chapter-opening stories, clear learning outcomes and explanatory author comments on major chapter sections

• New end-of-chapter case studies and video cases to apply learning to actual companies.

• Increased coverage of sustainable marketing and global marketing

This is a key text for both undergraduate and postgraduate marketing programmes.

Philip Kotler is S. C. Johnson & Son Distinguished Professor of International Marketing at the Kellogg Graduate School of Management, Northwestern University.

Gary Armstrong is Crist W. Blackwell Distinguished Professor Emeritus of Undergraduate Education in the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill.

Lloyd C. Harris is Head of the Marketing Department and Professor of Marketing at Birmingham Business School, University of Birmingham. His research has been widely disseminated via a range of marketing, strategy, retailing and general management journals.

Hongwei He is Professor of Marketing at Alliance Manchester Business School, University of Manchester, and as Associate Editor for Journal of Business Research.

Pearson, the world’s learning company.

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Enable Your Buyers for Faster B2B Sales

What drives B2B sales most effectively—focusing on what you do as a salesperson or on what your champion and the buying group does behind the scenes? The latest research makes it clear that the B2B buying process has become too complex and difficult and buyers today crave companies and experienced guides who make the process easier. Focus on making buying easier and your prospects will buy from you faster and more often.

Sales teams can shorten the sales cycle by as much as 68% when they learn to equip their champion—the people promoting their solution inside the target account—using the DEEP-C™ buyer enablement framework: Discover, Engage, Equip, Personalize, and Coach. This book guides sales leaders and professionals through the process of moving from a sales-focused approach to a buyer enablement model that reduces buying friction and accelerates the purchase.

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Whether it is in sports, in games or in business, the ones who are most successful are often the ones who know how to think like their opponent. And especially in the continuously evolving world of buying and selling, will these insights truly make the difference. Want to put an end to lost sales or decreasing margins? Re-think the relationship with your buyer.

In ‘The Other Side of Sales’ author Mark Schenkius crosses over to the other side of the table and shares his secrets from almost two decades of experience in negotiations and procurement.

Packed with new content, fresh insights and a unique set of 47 questions, this book is undeniably a game-changer for any sales professional.

Mark Schenkius is the founder of ROI10, a globally operating training and consultancy firm focused on making you successful in sales and negotiations. He has worked for Mars Inc. for over 17 years in a variety of procurement functions, and has extensive experience providing training to both sales and procurement professionals.

Full details of current services can be found at www.roi-10.com.

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The days of steak dinners, generic email blasts, and smooth talking are rapidly fading. Businesses are relying on data to power their decisions, be more efficient, and grow faster. Salespeople are too.

Personalization, automation, and smart management are just some of the ways that sales teams are saving time, improving conversion rates, and closing more deals. We interviewed leaders in B2B SaaS sales at companies like HubSpot, Salesloft, and OpenView to get practical advice on how to be a data-driven salesperson.

In Data-Driven Sales, you’ll get insight on a number of areas, including:
Chapter 1 — How to price your SaaS product
Chapter 2 — Using data for inbound lead qualification
Chapter 3 — The basics of scaling outbound sales
Chapter 4 — How to increase outbound email conversion
Chapter 5 — The art & science of predictive sales forecasting
Chapter 6 — Finding buying triggers
Chapter 7 — Optimizing sales compensation
Chapter 8 — How to create a repeatable sales process
Chapter 9 — Measure, motivate, and improve your sales team’s performance
Chapter 10 — The formula to scoring & hiring great sales reps

Regardless of how technical you are, you can use data to make an impact in your day-to-day. Use these tips from Data-Driven Sales to become a modern salesperson, enhancing the way you see your product, leads, and team.

Here’s what one of our readers had to say about Data-Driven Sales:

“Every chapter shows exactly how a company overcame their challenges and tactical ways you can do the same. Most sales advice in SaaS is generic. This isn’t.”
Hiten Shah, Co-Founder of Quick Sprout

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A simple log book for keeping track of daily sales. Columns include date, item, QTY, order #, price (item, shipping, total), and notes.

Perfect for all types of small/medium sized businesses

Features:

• Simple format
• Large 8.5”x11” size
• 110 pages
• Premium quality

Grab your log book today!

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A head of sales commented, “80% of my team believes they do a good job with discovery, but sadly they do not – they don’t know what they don’t know…!”

Where do you stand with your discovery skills?

• Level 1: Uncovers statements of pain;
• Level 2: Uncovers pain and explores more deeply;
• Level 3: Uncovers pain, explores deeply, broadens the pain and investigates the impact;
• Level 4: Uncovers pain, explores and broadens, investigates impact and quantifies;
• Level 5: Uncovers pain, explores and broadens, investigates impact, quantifies and reengineers vision;
• Level 6: Applies these skills to the broad range of prospects represented across the Technology Adoption Curve, “burn victims”, disruptive and new product categories, transactional sales cycles, and other scenarios;
• Level 7: Integrates and aligns the skills above into a cohesive discovery methodology.

Most sales, presales, and customer-facing teams are operating at Level 2 or 3, with a few at Level 4 – this leaves a lot of room for improvement!

And, as Cohan notes, “the vendor who is perceived by the prospect as doing a superior job in discovery is in a competitively advantageous position.”

Reading and following the exercises in Doing Discovery can transform individuals, teams, and organizations from undifferentiated sellers into high-performing practitioners who achieve their sales objectives while truly enabling buyers, resulting in mutually successful outcomes that endure.

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Sales development is one of the fastest growing careers in the United States. It is fast-paced, often on the leading edge of technology, and people in the role have the possibility of making a ton of money!

Unlike accounting, medicine, or law, most salespeople do not study their profession in college. Instead, they are tossed into the fray without much training, context, or support, and are left to sink or swim. This method proves neither efficient nor effective for the individual or the company.

Sales Development is written specifically for the job seeker or individual contributor who has aspirations of success in a sales development role, and beyond. This is your personal guidebook to the how, why, and what-to-do’s of the sales development profession. Written practically and tactically, this book shows you how to get the job, how to perform, and how to position yourself for advancement. Based upon ten years of teaching sales development representatives in the fastest-growing companies in the United States, this book will launch you on your path to becoming a rock star.

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Sales and Sales Engineering leaders across the world have used the Trusted Advisor label hundreds of times over the past twenty years. Yet it really doesn’t mean that much without a lot of explanation. You may be thinking about some of these questions right now. Becoming a Trusted Advisor is not as simple as it sounds, which is why so many organizations either never try or make a half-hearted effort. Trusted Advisor – two words, five syllables, and fifteen letters hide a massive complexity. For the first time ever, there is now a book specifically designed to start the individual Sales Engineer on the journey to becoming a Trusted Advisor. Section One covers how to define and actually measure trust with your clients. Section Two looks at the practical aspects involved in building trust through Discovery, Presentations, Demos, and all the other standard activities of an SE. Section Three examines how to get started and put it all into practice – both for individuals and for SE teams. This is not one of those tiny 40-page eBooks. It’s over 150 pages of thoughts, ideas, best practices, and real-life examples based on dozens of clients and thousands of students who have already taken the workshop.** Note the Paperback is a reformatted version of the original eBook with only a few minor edits and updates with 2021-22 data. **

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The ultimate guide for Sales Development Representatives, also known as SDRs. In this book you will learn the most advanced prospecting sales skills from recognized leaders in the sales profession. Covering everything from determining the right fit to going deeper and understanding what a customer’s real pain is, The SaaS Sales Method for Sales Development Representatives: How to Prospect for Customers helps sales leaders, sales managers, and individual salespeople understand what it takes to succeed and provides step by step instructions.

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In a modern recurring revenue business it is impossible to scale without treating sales as a science. In this first book of the Sales Blueprints series, Jacco Van Der Kooij and Fernando Pizarro break down the science of sales into its basic elements. Unlike any book before it, The SaaS Sales Method exposes the math the underpins each stage in revenue production, from marketing, to sales, to customer success, and infers how revenue leaders should structure their processes, organizations, and training in each. By linking all three functions, The SaaS Sales Method provides a framework for the modern revenue leader to understand and improve their entire system, shifting from what the authors call a superstar culture to a science culture in the process. While subsequent books in the series go into depth on the specifics of each revenue function and the skills needed to succeed in each, The SaaS Sales Method is the glue that holds the entire approach together.

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“In today’s hyper-competitive B2B selling environment, it is imperative for salespeople to keep learning, thriving and adapting to the rapid changes around them. This book, from Jim and 26 other specialist contributors delivers true value to your sales efforts. Choose a subject and learn from a real domain specialist. A great concept – absolutely thrilled to be involved.” Larry Levine – Author of Selling from the Heart

This book goes right to the core of B2B sales. Following on from the worldwide success of his first two books, Jim has collaborated with 26 thought leaders and friends to create a unique book. Each contributor adds a single chapter on their experience or expertise, focused on one specific subject. Jim has even included chapters written by those who buy from B2B salespeople, which deliver further great insight.

“My pal Jim has done it again! His first book on B2B Selling won a worldwide award. His second, on B2B leadership, gained critical acclaim. His third book is unique. He delivers more of his great advice on B2B sales. He has then also partnered with 26 others – authors (including me), procurement specialists, coaches and respected friends who each added a chapter, to create something very special. With a grand total of over 740 years experience in these pages, The B2B Sales Top Tips Guidebook will deliver wisdom directly to you!” Alison Edgar MBE – Author, Speaker, Entrepreneur”

The chapters cover a broad range of B2B sales topics, including researching before calling, questioning skills, handling objections, becoming more collaborative, adding value, listening to your customers, leading with integrity, negotiation and many others. There are also chapters on attitude, the psychology of sales and even ‘Lazy Pigeons’! These 26 guest chapters are full of advice, experience and wisdom designed to help you succeed. And Jim also adds another 10 chapters, building on the success of his first two books, to further cement and support your learning.

“In this book, Jim has collaborated with some of the best sales coaches, trainers, mentors, friends and experts to share with you the needed SKILLS + TOOLS + KNOWLEDGE to successfully sell in this new hybrid world. If you are in B2B sales, this book is a must-read!” Rick Denley – Your Transformational Growth Coach
Look online at the reviews for Jim’s first two books – The B2B Selling Guidebook and The B2B Leaders Guidebook. Each has received only 5* reviews and powerful supporting comments from experts, coaches and professional bodies.

Imagine having access to world-class skills learning from 27 experienced practitioners. Now imagine what that experience and knowledge could do for you…

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What do customers really want from salespeople? Slower, more attentive conversations that address their unique needs. Discover the simple yet powerful eight-step process for delivering a winning sales pitch to any audience.

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Sales Revolution! (The Ultimate Sales Technique Book)You’re Only 4 Hours Away From Understanding Secrets That Most People Will Never Know on Making a Fortune in the Sales Industry That’s how long it takes to put the strategies in this sales training guide to work. Learn how to:Double or Even Triple Your Current Commissions or Salary By Using This Easy To Use Step-by-Step GuideStudies show that 97% of salespeople quit the sales industry within their first 6 months due to earning poor money. This is because the sales industry is TOUGH if you don’t have a strategy and you don’t know the secrets that are shared in this system. The collective wisdom in this sales advice guide took 4 years of solid study to amass, and you’re going to get it all for the price of a lunch ticket…How I stumbled Upon A Secret That Had Me Become One of The TOP Sales Earners in The Country Within 6 Months… Yes that’s right, my commission checks and closing rate were so high, that the company made me the sales trainer for the whole of the UK.And you can too with my step-by-step guide in just 4 hours or less, just simply copy the instructions within! Create A Powerful Sales Presentation In Just A Few Hours And Start Earning More Money – THIS WEEK!”But Neil, earning the money you’re talking about, it must be complicated and time consuming, right?” Well… not exactly. Inside this sales training guide, I spill ALL of my secrets, and teach you step-by-step how you can do the same in less than 4 hours of reading.For a complete Table of Contents, click the “Look Inside” button at the top left of the page. This guide is only for people that want to:earn more money, right away – THIS WEEK!Increase their conversion rate.Create a KILLER sales presentation, that Prospects love! Learn what it is that your prospects are looking for and how to make sure you hit all their desires. Discover how to get 300% more referrals.Discover the ‘SECRET’ questions that have your prospects tell you all of their objections! Learn the top sales mistakes that rookies make, and how you can avoid them Start your successful sales journey TODAY. You’re within 4 hours of mastering your sales success and earning more money! Scroll up & click the buy button straight away.Tags: sales training, sales book, sales technique, sales management, sales funnel, sales tips, sales training programs, sales training ideas, sales training courses, sales training seminars, sales training exercises, sales training books, sales training and development, sales training basics, sales training b2c, sales training b2b, sales training help, sales training advice, sales training guide, sales training tips, sales training kindle,

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Prospecting – finding and qualifying prospective clients – is the first step in the selling proposition. It can also be the most daunting. The first big hurdle is knowing where to look for opportunities and recognizing them when they present themselves. Then there’s the fear of rejection that makes it so hard to approach strangers and talk to them persuasively about the product or service you represent. The good salesperson recognizes these challenges and finds ways to cope with them. The great salesperson, according to sales legend Tom Hopkins, turns them to her advantage and uses them to supercharge her selling and sell, sell, sell.

Whether you’re a newcomer to sales or a seasoned pro, Sales Prospecting For Dummies is your survival guide for generating new leads. Tom Hopkins helps you gain a solid perspective on what prospecting is and shares simple, yet powerful ways to build a prosperous selling career by meeting and getting to know the right people. You’ll find out how t o:

• Build an appealing image
• Polish your phone skills
• Tap business contacts for leads
• Prospect your customer list
• Use the power of the Internet
• Get the biggest bang for your advertising buck

Here’s a gold mine of tried-and-true techniques and strategies for finding and keeping clients from America’s number one sales trainer. You’ll discover how to set your goals, plan your time, and multiply your leads by:

• Obtaining valuable free information from newspapers, magazines and specialized journals, radio and television, the Internet, and more
• Developing a network of friends and associates; and mining it for all it’s worth
• Speaking so others will listen and maximizing every meeting with every person
• Techniques for getting satisfied customers to become an endless source of new referrals
• Building your image to the point where prospects seek you out
• Handling failure and rejection, keeping a positive attitude, and staying motivated

A concise, yet comprehensive guide to getting and maintaining a salesperson’s most vital lifeline – new prospects – Sales Prospecting For Dummies is an indispensable tool of the trade for rookies and veteran salespeople alike.

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Bearing the brand name of bestselling Rich Dad, Poor Dad, SALESDOGS reveals how knowing the characteristics and interactions of the five basic ‘breeds’ of people will be sure to help anyone improve their business and selling savvy. Different workers have the personality traits of different breed of digs. This is the idea behind SALESDOGS, a clever business book in which sales expert Blair Singer reveals how anyone can learn what their natural strengths and weaknesses are in order to achive best possible results. With information on a wide variety of sales topics – from dealing with ‘big dogs’ to protecting one’s territory – SALESDOGS is a fun new way of looking at the sales game. By knowing the five basic breeds of people – the Pit Bull, the Golden Retriever, the Poodle, the Chihuahua and the Basset Hound – readers will have the necessary insight to improve their business and selling savvy.

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