In this program, communication expert John Jenson illustrates the difference between conveying information and creating an emotional experience through story. 

Love Your Customers and Love Your Difficult Customers shows that in whatever line of work, customer service is a direct extension of the way both you and your company are viewed by the customer. 

Here are 72 situation-specific, high-quality video clips you can use to tailor your customer-service training in areas such as attitude, communication, problem solving, service recovery, supervising a customer-service department, and more. 

Effective negotiation skills are a rare and very valuable ability to have - and learning to overcome the problems most negotiators face will put you a step or two ahead of your competition. 

The difference between making an on-site sales call and making an actual sale lies in one very important factor: Collaboration... 

Learn to leverage your network, plant psychological "seeds", establish new contacts and negotiate deals. 

It is far easier to sell to existing customers than is it to find new ones. It is then logical, that we treat with ultimate care, the customers we do have... 

Enjoy the Present with more convenience than ever before! Dr. Spencer Johnson’s newest parable can go anywhere you go, making it perfect for personal use or for sharing with a group... 

The Telesales Pocketbook is full of advice and good ideas for everyone who uses the phone to generate sales and there are also useful tips for managers of telesales teams... 

The Sales Effectiveness Skill Builder explores the four phases of the sales cycle and is designed to help to raise your awareness of how you can build your abilities in these areas... 

This Pocketbook is a clear concise guide to improving sales results and follows an 8-stage model (The Direct Sales Cycle)... 

In an increasingly competitive world, an effective salesperson (regardless of what they are trying to sell) needs a variety of skills and competencies in order to be successful... 

This Pocketbook explains how to make the right initial impression, how to discover customer needs, and much more... 

This includes the entire content of the Instrument Facilitator Guide in addition to an entire page of explanatory notes and coaching tips... 

It can be flexibly used as part of a wider program incorporating the profile, or as a stand alone module addressing how to encourage and enhance sales performance... 

This series of motivational and humorous films will teach you the 4 pinnacles of sales: greet, sell, close and satisfy... 

Negotiation is a skill that you need to learn and practise; The Negotiator's Pocketbook will help you do both... 

This provides support material on the four negotiating styles identified in the profile and further explores the profile... 

This profile is designed to assist individuals to determine and understand their own negotiating style preferences, to help them for the future... 

The Marketing Pocketbook is authoritative, comprehensive and - with its clear, concise, factual wording - easily accessible. The content is structured into three parts…