How to Win Customers and Keep Them for Life,

One of the nation's foremost business consultants presents a hard-hitting, rewards-and-incentives program for creating a winning sales team. This classic, no-nonsense guide is completely updated for today's computer-driven world.

Are ``Nice Customers'' Ruining Your Business?

xiii

Something to Think About

xv

Preface to the Twenty-first Century Edition

xvii

An Essential Introduction

xxi

PART ONE: The Basics

The Greatest Business Secret in the World

3

(7)

Better Than Selling

10

(7)

The Greatest Customer You'll Ever Win

17

(5)

The Only Two Things People Ever Buy

22

(9)

They'll Buy Much More When They Buy You

31

(7)

The Customer's Perception Is Everything

38

(11)

To Win New Customers, Ask the Golden Question

49

(9)

To Keep Customers for Life, Ask the Platinum Questions

58

(12)

The Five Best Ways to Keep Customers Coming Back

70

(11)

PART TWO: Managing the Moments of Truth: Ten Action-Ready Strategies

Introduction

79

(2)

What to Do When the Customer...

Appears, Calls, or Inquires

81

(10)

Is Angry or Defensive

91

(8)

Has Special Requests

99

(7)

Can't Make Up His Mind

106

(6)

Raises Obstacles or Objections to Buying

112

(12)

Gives Buying Signals

124

(8)

Buys

132

(7)

Refuses to Buy

139

(8)

Complains

147

(9)

Is Going to Be Disappointed

156

(12)

Summing Up Part Two. To Manage Any Moment of Truth, Ask the Winning Question

162

(5)

PART THREE: The Triple-Win Reward System

Introduction

167

(1)

What Gets Rewarded Gets Done

168

(7)

How to Keep the Spotlight on the Customer

175

(15)

The Quality Customer Service Action Plan

190

(18)

Epilogue

208

(1)

Summary of How to Win Customers and keep Them for life

209

(4)

Postscript

213

(2)

Index

215

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

FREE SHIPPING

Amazon no longer offers textbook rentals. We do!

How to Win Customers and Keep Them for Life, Revised Edition

Summary

Table of Contents

Supplemental Materials