When dealing with hostile, submissive customers, much of our past sales training serves us poorly. As an example, we’ve been told that we must be enthusiastic, friendly, have a big smile and... [ more... ]

An actuary representing one of the world’s largest companies once began a presentation to key decision-makers with an apology: “I’ve been up most of the night trying to get out... [ more... ]

I’ll never forget the day it happened. We had just completed a large catering order, 300 pieces of hot, fresh, fried chicken and a mountain of honey butter biscuits, when the after-church cr... [ more... ]