Monthly Archives: May 2011

A New Benchmark for Online Customer Service

Posted on May 8, 2011 by John Townsend

Last week I signed up to Open DNS in order to speed up my Internet connection. Today I received the following email from Open DNS which was unexpected and much appreciated. ==== “How’s OpenDNS Deluxe working out so far? Hi … Continue reading →

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Qualifying Prospects with Open Questions

Posted on May 6, 2011 by John Townsend

Use these questions as the basis of a role play. Make up probing questions starting with the words shown on this page. Write down the information you obtain from the questions. HOW…. WHY… TELL ME MORE… DO YOU… HAVE YOU… … Continue reading →

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How Well Are You Staying in Touch With Customers?

Posted on May 4, 2011 by John Townsend

Complete this questionnaire by circling the appropriate response 1. I follow up by phone with my customers after gaining commitment. Always     Sometimes     Never 2. I follow up in person with my customers after gaining commitment. Always … Continue reading →

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Successful Telephone Techniques

Posted on May 2, 2011 by John Townsend

Practice your telephone techniques using these key rules Answer the call after three rings Smile Use names (e.g. “Hello Ken”, “Hello Sir Julius”) Listen Bouquets & questions (e.g. “I hear you had a very successful sale”) Close Confirm the details … Continue reading →

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