10 Ways to Cool off Hot Customers
Price includes a $4.50 Shipping Charge
This 36-page booklet gives your employees proven techniques to relieve anxiety - so they can better serve your customers. This hands-on guide shows everyone on your team how to handle even your most irate customers.

2 Guys Named Mike - Video
This video uses real-life examples to teach your field service reps how to handle angry customers, listen effectively, communicate clearly and more. (24 min.)

Click with Customers: How to Write Effective Customer Service Emails
This 109-page paperback book teaches your reps how to use e-mail proactively, respond to customer complaints and irate customers without sounding defensive, use e-mail as an effective follow-up tool, take orders via e-mail and more! Sample e-mails plus grammar and punctuation tips included.

$29.45

Customer Service Manager's Idea-A-Day Guide
Over 250 ideas - one for each work day - to help you build more dedicated, motivated employees.

$35.45

Essential Customer Service Phone Etiquette
This 162-page book helps your reps refine their phone skills and manners. From common courtesy to handling angry callers politely, your employees get a crash course in phone success through quick tips, motivational quotes and real-life examples. Assessment quizzes included.

$29.45

Grouches & Gripes: How to Deliver Graceful Service in Challenging Situations
Price includes a $5.50 Shipping Charge
Face a difficult customer and continue to provide top-notch service and a positive demeanor. This easy-to-read book provides quick tips and solutions to the most common customer-centered challenges your reps will face, and provides guidance so they can maintain quality service -and their sanity - with every difficult customer interaction.

How to Bounce Back From Customer Service Blunders
Hands-on reference book designed to help your reps fix customer problems as soon as they arise - and take steps to prevent the same problem from happening again. Reps can find help fast in this 103-page book on mistakes such as: leaving a caller on hold way too long, allowing their anger to surface during a call, breaking a promise to a customer and more!

How to Develop Powerful Telephone Skills
This 88-page workbook shows your employees techniques to make the phone an effective communication tool - so they can improve their professional image and use time on the phone more productively. Chapters include: Basic Phone Skills; Sales and Service; Obstacles; Objections and other Tough Calls; Technology; Time and Money; and More Skill, Less Stress.

If it Weren't for Customers
Price includes a $12.00 Shipping Charge
This video dramatizes the value of every customer who walks through your door – or calls on the phone – and demonstrates the critical people skills your employees need to keep customers coming back. (22 min.)

Magical Customer Service: Implementing a CSTMR Aware
This 34-page pamphlet guides you step-by-step through the process of increasing customer focus in your organization, showing you how to: lay the proper groundwork before pitching the idea to management, put together a winning work team, generate name recognition for your program, plan a successful kick-off event and maintain project momentum, and more!

Magical Customer Service: Coaching Secrets Revealled
This 52-page pamphlet shows you how to develop a personalized coaching action plan, with step-by-step guidance to: set realistic expectations, develop effective training, create and maintain team standards, counsel problem employees, provide growth opportunities and celebrate employees' successes.

Magical Customer Service: Creating a Training Program
Walk through the steps of creating a customized training program for your reps, getting expert guidance on: identifying reps' training needs, creating an outline to facilitate and execute your training plan; presenting your training to capture interest and motivate; assessing the success of your training program and more!

Rate Your Customer Care: 80 Quick Quizzess
Packed with 80 in-depth quizzes, this 194-page book gives your reps hands-on practice in the skills critical for building positive customer relations at your organization. Reps can assess their current skill level in focused areas and are given specific tips and techniques to improve their performance.

Turnabout: Putting Yourself in the Customer's Shoes
Price includes a $12.00 Shipping Charge
A crash course in effective ways to identify customer needs, build personal pride in a job well done and understand customer emotions. (16 min.)

Dartnell's 30th Sales Force Compensation Survey
Price includes a $5.50 Shipping Charge

$13.95

The Greatest Direct Mail Sales Letters Of All Time, Revised
Price includes a $12.00 Shipping Charge
This 548-page book gives you 100 of the most effective direct mail sales letters ever written. Plus, get hundreds of tips and checklists for effective writing, more than 100 ways to open a letter, 90 ways to close a letter, 14 sections covering all types of letters, 100 basic reasons why people buy and more!

Sales Force Compensation Guide (30TH)

Sales Promotion Handbook 8TH
Get fresh, creative solutions to virtually any sales promotion challenge. Whether you're looking for ways to introduce new products, or innovative ideas for promoting veteran products - you find hundreds of real-world examples to stimulate your imagination - and successfully launch your products. Examine: sales promotion analysis using scanner data, sales promotion law, licensing and tie-ins, event marketing, database marketing, and more!

Second Effort - Video
Price includes a $12.00 Shipping Charge
Legendary coach Vince Lombardi teaches your sales reps the 5 principles of a successful football player – and how they can apply these winning fundamentals to sales success. (30-min)

Make Teamwork Work
Teach your employees the skills and behavior they need to ensure your team's success. This 96-page, self-guided workbook helps your employees become more successful and productive - as a team. Five easy-to-follow sessions show your team members how to build successful team skills - no matter what stage of development your team is in.

Workplace Conflict: How to Get Past It and Get on with the Job
Price includes a $5.50 Shipping Charge
Find out how to deal with - and prevent - many of the workplace conflicts that interrupt everyone's ability to conduct business as usual. You get how-to advice you can use right away to keep your workforce engaged and productive, mediate conflict between workers, cultivate tolerance and diversity, and ensure a safe workplace.

Your Team Playbook
Price includes a $5.50 Shipping Charge
This 116-page book gives you an assortment of exercises to increase your team members' effectiveness as a unit and as individuals - one for each week of the year. Includes 4 types of activities: Ice Breakers; Communication Exercises; Motivational Activities; and Problem-Solving Skills.

55 Quick Communication Quizzes
To succeed in today’s workplace, you and your employees must exhibit top-notch verbal and nonverbal communication skills. Each of these 55 quizzes can be used in a group setting or individually. Every quiz is self-scoring – so individuals can identify their own strengths and weaknesses in areas including listening, writing, speaking and more. Plus, each answer is explained at the end of every quiz and includes specific suggestions for improving that skill.

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