Resolve problems, place orders, satisfy existing customers...this was the realm of the traditional customer service representative. Now they're faced with an added mandate, and it's a whopper: generate new sales.
Here's the breakthrough book that in-house customer service and sales management professionals have been asking for. Proactive Customer Service bridges the two disciplines to supply hands-on tips and techniques for uncovering new sales opportunities via the customer service department. Readers get step-by-step advice on how to:
- focus on asking the right questions
- acquire advanced listening skills
- resolve objections and obstacles to close the sale.
Filled with real-life scenarios and sample scripts, it provides the tools for turning a reactive customer service department into a proactive profit center.
