The Welcomer Edge is a business book that unlocks the secrets to repeat sales. Its principles are appropriate for all sales and service environments. It’s about four distinct categories of service professionals — the people that will make any customer service function or department a success. The author provides real life examples and anecdotes to help transform this concept into action. Welcomers are a rare breed of friendly and engaging people. Most importantly, they are innately intuitive, and understand that customers are people first. Identifying and recruiting welcomers is the key to a healthy consumer base. The book provides practical recommendations and strategies so that any company — regardless of industry or size — can maximize the quality of its customer service and the quantity of its loyal consumers. The book describes the four categories of frontline associates. Understanding that each category has definitive service personalities will help optimize your business at its most crucial moment: the encounter that brings two people together to make a purchase, subscribe to a service, provide praise, or raise a concern. The bottom line shows how sales and customer associates have a powerful impact on sales because they determine the outcome of the all-important first impression, and this translates into whether or not a company will achieve its most important goal: repeat business.
Author: Richard R. Shapiro
Binding Type: Paperback
Publisher: Center for Client Retention
Published: 04/01/2013
Pages: 220
Weight: 0.72lbs
Size: 9.00h x 6.00w x 0.50d
ISBN: 9780989037006
Language: English
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