New PDF release: Closing Techniques (That Really Work!) (4th Edition)

By Stephan Schiffman

ISBN-10: 1598698206

ISBN-13: 9781598698206

Book Date: February 18, 2009

Many salespeople can line up clients, recite the advantages of their services or products, and stir the curiosity in their patron. but if it involves truly last the deal, they fail and the sale falls aside. That's the place revenues guru Stephan Schiffman comes in--and saves the sale. during this ebook, Schiffman finds the pioneering suggestions that experience helped greater than part 1000000 salespeople nail the revenues that topic. This publication comprises chapters on: the 4 phrases to prevent in the course of conferences; why salespeople shouldn't combine company with excitement; crucial be aware whilst ultimate a sale; and dealing present bills.

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Extra info for Closing Techniques (That Really Work!) (4th Edition)

Example text

The fourth cluster is called activists. These customers voice their complaints in a formal way through the use of third parties. g. customer protection agencies or lawyers. In support of this categorisation, Siddiqui and Tripathi’s (2010) contemporary research in the banking sector reveals similar findings. A fundamental precondition of this theory is that companies probably have no means of influencing customers’ basic attitudes, though they are able to motivate them to overcome inertia, to name but one issue, (Kim et al.

Again, both items are measured on a 7-point Likert scale with 1 = “Not honest” and 7 = “Very honest” for IJ_1; 1 = “Not helpful” and 7 = “Very helpful” for IJ_2. Distributive justice (DJ) constitutes the third dependent variable. e. which complaint communicated through a certain channel will lead to the desired outcome. Due to the unambiguous character of the distributive justice dimension, no latent variable is used. The single-items scale is taken from Maxham and Netemeyer (2002) and measured with 1 = “Not likely” and 7 = “Very likely”.

J Consum Satisfaction Dissatisfaction Complaining Behav 6:81–89 Maxham JG, Netemeyer RG (2002) Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. J Retail 78(4):239–252. doi:10. 1016/S0022-4359(02)00100-8 McCollough MA, Berry LL, Yadav MS (2000) An empirical investigation of customer satisfaction after service failure and recovery. J Serv Res 3(2):121–137. 1177/109467050032002 Michel S, Bowen D, Johnston R (2009) Why service recovery fails: tensions among customer, employee, and process perspectives.

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Closing Techniques (That Really Work!) (4th Edition) by Stephan Schiffman

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