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Why Customers Really Buy
Our Price: $14.99

By Linda Goodman and Michelle Helin

The motivations customers act on are seldom logical, predictable, or even conscious. Instead, their strongest responses stem from one source: emotion. It’s a deceptively simple reality. But it permanently changes the way organizations must go about understanding their customers.

This book introduces emotional-trigger research, a revolutionary new approach that uncovers the core, unfiltered, and spontaneous triggers that drive customer sales. Traditional market research is outmoded and counterproductive because old methods measure rather than inform. They generate predictable answers that confirm preconceived assumptions.

Emotional-trigger research is a powerfully different method that gets to the heart of what companies need to know. Based on an indirect approach that features provocative questions, insightful listening, and in-depth conversations, the results are more spontaneous and enlightening. This book equips sales and marketing professionals with:
* The keys to solving the mystery of how customer decisions are really made
* Twelve real-world case studies illustrating how emotional-trigger research solved many of the most pressing sales/marketing challenges companies confront
* Twelve universal sales/marketing lessons revealed through emotional-trigger research and how to apply those lessons to diverse industries

The book reveals how customers emotionally connect with a product or service, and goes to the very root of how to craft winning solutions to reach them.

“The emotional-trigger research you conducted revealed critical, sophisticated and powerful insights that provided a valuable roadmap to the successful turnaround of our company.”
— Pamela Forbes Lieberman, former CEO, True Value Company

“The research you conducted for us has provided insights that have driven major changes in our business that have been critical to our continuing growth and success.”
— Stephen D. Judge, former president, Rapp Collins Worldwide-Dallas

Click here to see the table of contents.
How To Sell Yourself
Our Price: $15.99

By Arch Lustberg

How many people do you know have a knack for connecting with others? Very few of us are born with it. The rest of us have to learn it.

How to Sell Yourself explains in clear, simple, easy-to-understand terms the skills you need to get your message across in any speaking situation. The secret of winning communication is likability. Some people call it warmth. Some call it charm. Some call it charisma. But whatever name you give it, it can be learned. This book is about how to use your mind, your face, your body, and your voice to win, because, in the end, likability wins.

Arch Lustberg, acclaimed public speaker, teacher, and coach, has filled this book with practical skills. He demonstrates how you can sell yourself, your ideas, and your organization. The elected officials he coaches learn that you can’t sell your issues unless the voters like you. The Merrill Lynch financial consultants he trains learn that no one buys your product unless they like you. The National District Attorneys Association members he addresses learn that attorneys have a better chance of winning in court if they and their witnesses are liked by the jury.

How to Sell Yourself is the last “how-to” you’ll need to win over a boss, jury, voter, legislator, friend, colleague, family member, or any group to which you’re talking.

“Arch has taught the art of effective communication to powerful leaders in government and industry. He’s one of the best public speakers I’ve ever heard. He’s bright, witty, engaging, and entertaining. Nobody does it better.”
- Charles Osgood, CBS News

“I learned more in the two or three hours [with Arch] than I have...in 15 years.”
- Richard A. Gephardt, former congressman

Click here for a table of contents.
151 Quick Ideas to Get New Customers
Our Price: $12.99

By Jerry R. Wilson

For most businesses, attracting new customers is a never-ending effort anchored in uncertainty, frustration and knee-jerk reactions. Jerry Wilson’s 151 Quick Ideas to Get New Customers takes the mystery out of creating an ongoing plan with proven tactics to keep the phone ringing and the door swinging.

The basic concept: Attract an endless flood of new customers at little or no cost!

151 Quick Ideas to Get New Customers demonstrates that you don’t have to use expensive and never-ending sales events, coupled with expensive advertising and energy-zapping promotions, to turn on a constant, never-ending flow of new prospects. And you don’t have to invent any new approaches, concepts, or buzz words to do it! Just follow some of Jerry Wilson’s 151 proven ideas and discover amazing results…fast!

Jerry Wilson has spent more than 25 years researching what his clients–small and medium sized businesses just like yours–need to do to be successful in today’s marketplace. These powerful ideas work! Each is presented in a bite-sized package that encourages instant execution. No long chapters with endless justifications, pontifications, philosophy and personal stories. Just 151 great, practical ideas any business manager and owner can use to make an immediate difference in his or her business success.

How much could just one good idea be worth to you? It could be worth a fortune! How much has McDonald’s made by selling millions of Happy Meals? And what was it worth for Kinko’s to offer 24/7 copy center hours? Don’t overlook the one good idea that could make your business a success!

Click here to see the table of contents.
Who Stole My Customer? Winning Strategies for Creating and Sustaining Customer Loyalty
Our Price: $27.99

By Harvey Thompson

Who's stealing your customers? Why is it happening? How can you stop it? These are the toughest questions facing virtually every enterprise. Here’s a complete guide to planning and implementing customer loyalty processes that really work, because they're built around what your customers really want.

Harvey Thompson helps you view your business and its processes through your customer's eyes … and you might be shocked at what you see. You'll systematically discover the real drivers of customer loyalty in your business, so you can focus your customer relationship investments for maximum value. Drawing on his unsurpassed experience at IBM and other world-class enterprises, Thompson shows exactly how to rebuild every touchpoint around your customer's needs … and overcome every obstacle that stands in your way. You won't just improve customer retention for a quarter or two: you'll build resilient customer relationships that resist competition for years to come.

Traditional "customer satisfaction" programs and "Have a Nice Day" platitudes won't cut it anymore. It's time you developed a customer-defined, outside-in vision of your business, plus the capabilities and infrastructure to make it real. This book shows you how to do it.

“'Who Stole My Customer?' offers unique and powerful insights into the world of acquiring and retaining customers. Most importantly it provides new approaches to keeping existing customers from defection. A must-read in today's challenging business environment.”
—Dieter Huckenstein, President, Hotel Operations, Hilton Hotels Corporation

“Harvey Thompson probably knows more about how companies should work with customers than anyone else in the world. In an age when computers and mass communications makes it difficult to keep or attract new customers, Thompson's insights on what managers must do to keep them makes this one of the most important business books published this year. Clearly must reading for all levels of management.”
—James W. Cortada, IBM Institute for Business Value
Little Red Book of Sales Answers: 99.5 Real World Answers That Make Sense, Make Sales, and Make Money
Our Price: $19.99

By Jeffrey Gitomer

Every salesperson on the planet, at some point during their sales day, needs an answer (or 10) about what to do in a given selling situation. But there's a big difference between AN answer and the BEST answer. This book gives you 99.5 BEST ANSWERS to the barriers salespeople face every day.

Written by the legendary Jeffrey Gitomer, the world's #1 sales presenter and author of the inspirational 250,000-copy bestseller “Little Red Book of Selling,” this new book gives you quick, fun-to-read, real-world answers guaranteed to make sense, and make money!

You'll discover the best ways to:
• leave voicemail
• ask for appointments
• start presentations
• follow up
• ask for the sale
• respond to angry customers, and
• earn referrals

Here are perfect answers for:
• establishing rapport
• improving humor and creativity
• making cold calls
• getting past gatekeepers
• controlling phone conversations
• overcoming price objections
• recognizing buying signals
• using the Internet
• getting reorders
• finding role models and mentors
• becoming a better writer
• picking the right contact software
• ordering the right business lunch
• creating stand-out proposals, and
• setting goals, and
• adding value in every possible way.
What's Your Story?: Storytelling to Move Markets, Audiences, People, and Brands
Our Price: $24.99

By Ryan Mathews and Watts Wacker

Storytelling is a universal human activity. Stories are also your most powerful, most underutilized tool for competitive advantage. Whether you know it or not, your business is already telling stories. This book will help you take control of those stories and make them work for you.

Legendary business thinkers Ryan Mathews and Watts Wacker reveal how to craft an unforgettable story … create the back story that makes it believable … make sure your story cuts through today’s relentless bombardment of consumer messages … and gets heard, remembered, and acted on.

“As usual these two future-finders have their fingers on the pulse of what’s happening – and what we need to know about. In every business, in every organization, the seven most important words these days are: ‘But wait! A story goes with it!’ You need to read this book to find out why.”
—Alan Webber, co-founder, Fast Company magazine

“An essential guidebook for capturing and conveying the essence of corporate identities and enriching brands.”
—Paul A. Laudicina, Managing Officer and Chairman of the Board, A.T. Kearney
The Truth About What Customers Want
Our Price: $18.99

By Michael Solomon

Customers demystified! Here’s how you can move them to buy...buy more...and keep on buying! This book reveals 50 bite-size, easy-to-use techniques for finding and keeping highly profitable customers.
• The truth about what customers really want, think, and feel
• The truth about keeping current customers happy—and loyal
• The truth about the newest trends and advances in consumer behavior

“Michael Solomon’s ‘The Truth About What Customers Want’ contains great insights into consumer behavior and is a must-have tool for anyone working in a consumer-driven field. His 50 truths take the guesswork out of marketing intelligence and give insight into navigating today’s technology-driven world.”
- Tim Dunphy, Senior Marketing Manager, Consumer Insights, Black & Decker
Inside the Mind of the Shopper: The Science of Retailing
Our Price: $25.99

How Today’s Shoppers Really Think, Behave, and Buy: Breakthrough Insights for Creating High-Profit Retail Experiences!

Drawing on microscopic analysis of millions of shopping trips, this book reveals exactly what your customers are thinking, why they behave as they do, and how to reshape stores to deliver truly remarkable results.
You’ll discover how to drive more profit from the “quick trip” ... the three “moments of truth” in every shopping event ... customer “migration patterns” within the store ... and how to use “active retailing” to place products precisely where they’ll do best. Plus, you’ll get valuable advice on multicultural retailing and integrating online and offline retailing.

“The preeminent handbook for any marketer or retailer seeking to understand why people do what they do when they shop. Armed with the knowledge in this book, marketers and retailers can work together to predict how shoppers will respond (or not!) to package and label design, selling messages, shelf plans, and the entire retail space.”
— Matt Ohligschlager, Senior Manager, Consumer and Market Knowledge, Procter & Gamble

“From his 40 years of observing shoppers, Herb Sorensen has given us the gift of understanding shoppers. Now, we clearly see that the store layouts merchants want are not what shoppers want. On the ground, managers THINK they know their shoppers, but anyone who follows Herb’s handbook on shopper insights will know them a lot better.”
— Joel Rubinson, Chief Research Officer, The Advertising Research Foundation
Clued In: How to Keep Customers Coming Back Again and Again
Our Price: $34.99

Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience ... so they lose the chance to transform customers into lifetime customers.

In this book, Lou Carbone shows exactly how to engineer world-class customer experiences, one clue at a time.

Carbone draws on the latest neuroscientific research to show how customers transform physical and emotional sensations into powerful perceptions of your business ... perceptions that crystallize into attitudes that dictate everything from satisfaction to loyalty.

And he explains how to assess and audit existing customer experiences, design and implement new ones ... and "steward" them over time, to ensure that they remain outstanding, no matter how your customers change.

Customer experience is your best opportunity for differentiation ... often, your only opportunity. Clued In gives you the tools to craft an outstanding customer experience, no matter what you sell, or who you sell it to.

Lou Carbone reveals the sensory building blocks of experience you're already delivering to customers, whether you know it or not. He shows how to re-craft these "clues" into a consistent, powerful experience that leads directly to customer preference ... a preference that can help you differentiate practically anything.

Carbone covers the entire process, hands-on: organizing your "experience design" team ...evaluating the experience you're already delivering ... designing manageable clues that connect with customer desire ... rolling out new experiences ... and making customer experience both sustainable and profitable.
Managing the Customer Experience: Turning customers into advocates
Our Price: $39.99

By Shaun Smith and Joe Wheeler

How much more profit could you make if you had customers who couldn't imagine doing business with anyone but you? Think of Virgin Atlantic or Harley Davidson. How great would life be if 40% of your new business simply knocked on your door without your having spent a cent advertising for it? That’s the case at First Direct. The companies in this book have managed to turn customers into advocates – advocates who constantly refer their friends and colleagues to those businesses. Why? Because those companies have managed the relationship to the point where customers can't imagine wanting to do business with anyone else. How can you gain this unbeatable competitive advantage? Managing the Customer Experience shows you how. It takes you through the step-by-step process of creating loyalty by design. It shows you how to re-think your business from the customer's point of view and then design and deliver a customer experience that drives loyalty and profitability.