Selling In Customer Service: Integrating And Coordinating Service And Selling
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Author Description
Leon Cai. Includes Bibliographical References And Index. Electronic Reproduction. London Available Via World Wide Web. Leon Cai Is A Global Partner Of Perth Leadership Institute And Represents Perth In Shanghai, China. He Is Also The Dean As Well As Chief Consultant Of Wilner Sales & Leadership Institute. Leon Was Once Ranked Among The Top Ten Most Influential Chinese Trainers And Was The Winner Of The Honor China Award. He Was Recommended By The Discovery Channel Of Cctv (central Tv Station Of China) As A Leading Figure In China's Training And Consulting Industry. Leon Graduated From Fudan University, A Top-level University In China. He Had Been A Management Consultant In A Renowned Consulting Firm And A Senior Marketing Director In A Fortune 500 Company Before Starting His Career As A Trainer, Speaker, And Writer. He Was Certified As Writer Of The Year By Enterprise Management Publishing House As Well As China Fortune Press. Leon Cai Is The Author Of Many Bestsellers In China. Besides Selling In Customer Service, He Has Also Published Key Controlling Points Of Sales Management; Soft Negotiation; Blue Marketing, Red Sales; Roadmap Of Strategic Selling; And Gear Shifting Leadership.
Menrva's Summary
THE THESIS
This book investigates how customer service departments can be leveraged to drive sales and enhance the overall customer experience. Leon Cai, an experienced consultant and author, draws upon his extensive background in sales, marketing, and leadership training to present a framework for integrating service and sales functions. The book utilizes case studies and practical examples to illustrate how businesses can transform their customer service interactions into revenue-generating opportunities, addressing the common organizational silos that often hinder this integration.
THE SCOPE MAP
- Strategies for aligning customer service goals with sales objectives.
- Techniques for training customer service representatives to identify and act on sales opportunities.
- Methods for measuring the impact of integrated service and sales on revenue and customer loyalty.
- Case studies demonstrating successful implementation of service-led sales strategies.
- Frameworks for coordinating communication and processes between service and sales teams.
- The role of technology in supporting integrated service and sales functions.
- Building a customer-centric culture that supports both service and sales.
THE AUTHORITY PERSPECTIVE
The author, Leon Cai, is presented as a highly influential figure in China's training and consulting industry, with numerous bestsellers to his name. His credentials include extensive experience as a management consultant and senior marketing director, as well as recognition as a top trainer. The book's subject matter, integrating customer service with sales, addresses a critical business challenge. The description suggests a practical, actionable approach grounded in real-world business experience.
Page Count:
0
Publication Date:
1900-01-01
Publisher:
Routledge,
ISBN-10:
1032644060
ISBN-13:
9781032644066
Business
Non-Fiction
Customer service
Sales
Community Tags
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