Stop Using Percentage to Forecast
Percentage, schmercentage… Are you using percentages to indicate likelihood of closing? Here’s why to stop: […]
Articulate vs. Captivate: Which is Better?
(Updated in 2023) Back in 2018, I posted a simple question in two LinkedIn ATD groups: Articulate or Captivate – which do you like better, and why? I asked because I wanted to refresh familiarity with these apps. Though I had previously used Captivate and Articulate, it had been a while (just so happened they weren’t [...]
Why Do Customers DO That!?
Many service reps, especially those in call centers, deal with customers who are irritable, impatient, annoyed, and downright rude. We know that kind of attitude comes up when people are confused, frustrated, angry or disappointed. Here’s the question answered in this article: Why do so many customers call or come in with a bad attitude already [...]
Phone Phobia: Not Just for Old People Anymore
Reports of phone phobia among younger people are numerous. Is this scourge affecting Millennials and the alphabet generations the same way it ails older people? The answer is yes and no. The ‘no’ part is that the end result is the same: not making calls, or being less successful with calling. However, the reasons behind fear [...]
1 and 1/2 Strategic Problems With “Warm” Calls
I’ve covered problems with the concept of “warm” calls at a tactical/caller level elsewhere. This article heads to the C-suite to cover one and one-half strategic problems summed up this way: “warm” brings “cold” with it. […]
Yo! It’s a Sales Poetry Slam
Few people are aware that Rod Mckuen, Emily Dickinson and Theodor Geisel were in sales before they hit it big as poets. Let's honor their hidden legacy -- and have some fun -- with a sales poetry slam. Be it in iambic pentameter, haiku, limerick or free verse, drop me a line to add your own. [...]