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CRM Training - Who ya gonna call?

Thursday, September 28, 2017

To be quite honest, I have never fully understood a sales counselor’s lack of making calls. I do understand that it can be considered dull and even demoralizing at times when people we call can be unreceptive….if not downright rude. However, making calls to our leads is an integral part of a sales counselor’s job.  ...Read the rest...

Let’s talk – Have a conversation with your guests

Thursday, September 21, 2017

When you have friends over for dinner, hopefully you don’t have any difficulty establishing friendly conversation with them. You care about them, their families, their experiences, and you want to know more about them. A guest in our community should receive the same courtesy. We must show a genuine inquisitiveness for who they are and what their interests are. ...Read the rest...

Carefully Choose Your Words

Thursday, September 14, 2017

Words are important  ...Read the rest...

The Enriched Experience

Friday, September 08, 2017

Enrich the Experience through Customer Service Excellence ...Read the rest...

The Montage of Training

Friday, September 01, 2017

Many leaders struggle to identify and hire the right person to fill the position of a sales counselor. Frequently, I advise management to look for the character traits of an individual and then teach the skill set. Skill sets can be learned but characteristics - the ability to develop rapport, a heart of true concern, the ability to hear what is overtly expressed and inadvertently withheld; capability to authentically partner during decisions; adaptability; desire to learn - cannot be learned; they are inborn abilities. Therefore, assuming that management has hired an individual for their personal characteristics, what are the basics that we should teach them in order to equip them to assist older adults and their adult children during the decision-making process? ...Read the rest...


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