by Mary Stephan
Friday July 31, 2015

Several months ago I was shopping with my daughter. We walked in a well-known store. We were the only ones in the store besides the two sales associates. Neither associate bothered to greet us, acknowledge us in any way, or even remotely show that they saw someone walk into their establishment. Instead they proceeded to talk to each other and completely ignore us. My daughter and I walked out disgusted and appalled by their behavior.

Across the street in the same shopping area there is a store with pretty much the same clothing—jeans, shirts, t-shirts, purses, belts etc. When we walked in that store we were greeted warmly by the sales associates. One, in particular, immediately asked how she could help without being too pushy or…

Greet; Listen; Ask; Follow-up.

I once was asked to improve the already admirable selling skills of two dozen professional (incoming) telemarketers. My challenge was to help telephone call specialists to develop meaningful relationships during a single phone call. The ideal scenario would have this initial call resulting in future business. This is what is known as a tough assignment.

  — Travel Research Online
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