Help Them Tell You What They Want

If you handle incoming telephone inquiries or follow-up on mail-in or web business leads by phone, keep one thing in mind about these people: Even though they took the initiative to contact you, they might not know what they want, or even which questions to ask you....

What Avoidance Behavior is Holding You Back?

Picture the sales rep who spends two prime hours every day online, and reading trade journals, the Wall Street Journal, and more, "so he can be well-versed, just in case someone asks questions." And the rep who feels obligated to assume ownership of all...