Tag Archive | "business tips"

Business Sense March 2021_kpis-400x250

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Business Sense: A Quick Guide to Setting Goals For Your Countertop Business

Posted on 13 January 2022 by cradmin

By Katherine Gifford of Moraware

Goals are critical for any business, including the fabrication industry. Without them, it’s like playing a game of darts in a pitch-black room. You keep aiming and throwing, but you have no idea if you’re ever going to hit the bullseye.

That’s where KPIs come in. 

Key Performance Indicators (KPIs) are indicators that track your progress toward a specific goal. KPIs give your business focus – something to work towards. According to Peter Drucker, “What gets measured gets done.”

In this quick guide, we’ll go over how to set and track KPIs that matter for your countertop shop.

What are KPIs?

KPIs help you track the health of your company. For example, here at Moraware, we track new customer activity as a measure of success. Why? Because we’ve found that if our new customers aren’t active within the first few weeks, they aren’t likely to be active at any point and will cancel. 

That’s one KPI we measure and report on that directly affects the way we do business. What metrics are important for your business?

First and foremost, you want to make sure it can check a few boxes. Here are a few features of a great KPI:

  • You should be able to tell if you’re making progress toward your goal
  • Your measurements along the way should help you make better business decisions
  • You should be able to compare performance change over time – for example, sales this month versus sales this month last year

A KPI can track efficiency, effectiveness, quality, timeliness, governance, compliance, behaviors, economics, project performance, personnel performance, or resource utilization.

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Business Sense Nov. 2021

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Business Sense: 3 Ways Countertop Fabricators Can Save Money in Their Business

Posted on 19 November 2021 by cradmin

By Katherine Gifford of Moraware

Money! There never seems to be enough of it, right? Just when you think you’re in the black, someone drops another slab or a customer complains about a job and you have to rework it for free. Now you’re actually paying to install countertops instead of getting paid. Ouch!

We all know that running a countertop fabrication business can be expensive. That’s why any way to get creative about saving money is so important to try out. Sometimes becoming more profitable might mean adapting to modern technology. And sometimes, it might just be small, consistent acts that can help your savings add up.

Keep reading to find out more about how you can save time and money without cutting the wrong corners. But we have to warn you, they all involve knowing your processes in and out…

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Business Sense Aug. 2021

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Business Sense: 7 Valuable Things We’ve Learned From Visiting Successful Countertop Shops

Posted on 17 August 2021 by cradmin

By Katherine Gifford of Moraware

Over the last 18+ years, we’ve had many amazing opportunities to visit countertop shops. Whether it’s through a tour associated with an industry event or visiting our own awesome customers, we’re always happy to see just how creative fabricators are getting with the way they run their businesses. These visits often include business conversations which really help us understand the changes in the industry and inform our development of new features.

But, it’s not just about us! These tours are so beneficial in creating an open and collaborative tone within the industry. Every time we go explore a new shop, we learn something new and so do other fabricators. In case you haven’t been able to go lately, here are some important themes we’ve learned along the way.

1. There’s not one right way to set up a shop

After visiting so many shops, one thing’s for sure – they’re all so different! For example, some shops have elegant, extensive showrooms allowing homeowners to visualize how great their new kitchen could look. Other shops skip the showroom entirely and opt for a one-on-one consultation.

It’s not right or wrong to have either set-up. If you know your customers and what is going to get them to buy, then you’re doing it the right way. Don’t worry about what your competitors are doing.

Instead, add more activities into your sales process that allow you to understand your customers better. This could be questions that you ask during the first call or a survey you send out after install. The more you know, the easier it will be to (or not to) set up a showroom.

When it comes to machinery, slabs, and equipment, it’s really about your process. How can you arrange your shop so that it shaves off time here and there throughout your whole process? Asking yourself these kinds of questions is really good practice to always be improving. And when you are always improving, you are becoming more profitable. Cha-ching!

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Business Sense: Stand Out From the Pack – Step Four

Posted on 05 January 2018 by cradmin

By Harry Hollander of Moraware

Last month, we talked about choosing your unique angle. If you want to have a reputation of being better than your competitors, sometimes just being different is all it takes.

There is something unique about what you offer, and step 3 will help you position yourself that way to your customers.

Add a negative promise and a time frame

In Step 4, we’re going to find two more ways to differentiate your business by adding a negative promise and a time frame.

Most businesses are different because of what they do. Today, we’re going to establish why you are different because of what you don’t do.

A great example of this is the restaurant Baja Fresh. Instead of promoting their fresh ingredients and unique salsas, they position their chain based on what they don’t have:

  • No Microwaves
  • No Can Openers
  • No Freezers
  • No Lard
  • No M.S.G.

For Baja Fresh’s health-conscious target market, these statements create a lot of appeal.

What do your customers NOT want?

With countertops, think about what it is that your customer doesn’t want. For starters, they don’t want to wait. They don’t want their kitchen or bathrooms under construction and inaccessible. They also don’t want to waste money, materials, or time.

What negative promise can you make that will strike a chord with your customers? Choose one that your competitors can’t compete with, and you are set.

First, make a list of everything you don’t do, require, waste, or have. Choose the one that is unique to you and appealing to your customer.

Add a time frame

Now, your next step is to add a time frame.

Domino’s Pizza used to promise a pizza delivered in 30 minutes or less. They were the only one in their business to do so. Let’s determine what time frame you can promise that is better than your competitors.

Here are some questions to consider:

  • If you hired more employees, can you promise an install within a certain amount of days?
  • If you offer a 5 year warranty, are you able to make it 20?
  • Would you promise 100% customer satisfaction for the lifetime they are in their home?

These are all ideas to help you establish a unique selling proposition based on time. Promising a pizza delivered to your door is great. Promising a pizza delivered in 30 minutes or less is game changing.

They key is to give your customers something they want that your competitors aren’t willing to give. This may seem too risky at first, but it is a surefire way to grow sales.

My hope is that you are one to take risks. If so, read Step Five

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Business Sense: Why You Should Ask for Online Reviews

Posted on 06 June 2017 by cradmin

20150621-amazon-online-review-petrsvab-6797-676x450A couple of years back, Patrick Foley of Moraware bought a brand new Subaru Outback for the family. Shortly afterward, he received a postcard in the mail asking to rate his experience on Google. Since he was very pleased with the service and deal he received, it was easy to give a five-star review.

Because the dealership took the time to send their customer a card asking for a review and Patrick gave them a positive rating, Google makes it more likely that the next person searching for a Subaru dealer will find or choose the same one.

Customers are increasingly turning their attention to the Web, and it can be an invaluable advertising tool when leveraged properly. Some fabricators rely on their online presence for their livelihood. In fact, some even get most of their business from Angie’s list and other online classified-ad systems that allow uncensored reviews.

A great way to create an account on Houzz and ask customers for reviews in their section dedicated to countertops. Start asking for reviews here and expand to any other appropriate review site online.

Read the full article by Patrick Foley of Moraware here: Ask for Reviews

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Business Sense: Design a Website With a Purpose

Posted on 11 May 2017 by cradmin

edab5e545cc8cf6a49faaa8a9ea6a3d0_LIt can be a long, hard road getting people to view your website, but once you accomplish this task, you want to make sure that you are taking full advantage of it. This can be done by asking yourself one simple question: What is your website’s purpose?

For most fabricators, the end game is to sell a countertop, but this is not as easy as it sounds. When is the last time you bought a product for upwards of $4,000 just visiting a website? Probably never. To get the most out of your website, it is first necessary to understand that people browsing on a website and people browsing in your showroom are in different stages of buying process.

While both people may be searching diligently for information, the online prospect is not as invested in purchasing a countertop as the person inside your showroom. Website analytics are measured in seconds for a reason: People tend to flit from one Web page to the next unless something appeals to their eye or their sensibility very quickly.

From Prospect to Qualified Lead

The most effective and advantageous goal to aim for with your website is to get prospects to email you or call for more information. Once you make that initial contact, you have a greater chance of getting him or her into your showroom, and according to statistics from U.S. fabricators, prospects in a showroom are converted at a rate as high as 70 percent.

One of the best ways to get a website visitor to call is also one of the simplest: Just ask. This is known as a call to action, and it can be as simple as, “Call us!” or more complex, such as, “For more information on how we can help you create the kitchen of dreams, contact us today.”

Prepare What to Say

After you get the prospect to contact you through your website, it helps a great deal when you know what to say. Whoever answers that phone or replies to that email should be trained on how to get the person on the other end into the showroom. However, most established fabricators and salespeople already have tools, templates and processes that have proven to work…

Read the full article by Harry Hollander of Moraware here: What is the purpose of your website?

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Business Sense: Identifying Objectives, Strategies and Tactics

Posted on 07 April 2017 by cradmin

Cijv0FOXAAA5HzAIt sometimes easy to get confused identifying the objectives, strategies and tactics of your business, and this confusion often lies with differentiating between the three. However, understanding this subject is an effective way of using your time and resources efficiently and increasing productivity.

Strategies Lead to Objectives

Objectives should always be the end result of your marketing efforts while strategies help define what you would like to accomplish. For example, achieving a majority of the market share in your area is an objective. With this objective, you may want to implement one of several strategies, such as the following:

  1. Produce quality products.
  2. Offer the lowest prices.
  3. Provide excellent customer service.

Tactics Tell How

In the above example, let’s say you try to increase your market share by providing excellent customer service. It then becomes necessary to develop one or more tactics to support your strategy. For instance, you could implement any of these tactics:

  • Always make your deadlines.
  • Follow-up on all installations or sales with calls to ensure customer satisfaction.
  • Write-up case studies about your work and publish them on your website or Facebook page.

Once you have developed a list of viable tactics, you can focus your efforts on your strategy and ignore situations that distract you from your objective.

Strategies Define a Company

When thinking about strategies, it is important to ensure they are want you really want for your business, because ultimately, it will be defined by the strategies you choose. If you want to deliver excellent customer service, you don’t have to focus on lowering your prices. If your tactics are sound, you will become known as the company that looks after its customers and treats them well. There may be better and cheaper products on the market, but that is not your concern.

“Competitive strategy is about being different,” says professional strategist Michael Porter. “It means deliberately choosing a different set of activities to deliver a unique mix of value.”

Read the full article by Harry Hollander of Moraware here: Objectives, Strategy and Tactics

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Business Sense: Communication and Empathy Lead to Sales

Posted on 09 March 2017 by cradmin

6a015434939e0e970c01a511bd3d00970cThe prevailing attitude toward salespeople outside the profession is that the work is best suited to those who are obnoxious or, at the very least, aggressive, but the reality of the situation is that you can catch more flies with honey rather than vinegar. Leaders in sales positions understand that closing deals all comes down to two factors: empathy and communication.

While many businesses believe that they foster open communication between employees and with customers, and many of them do, there is always a little room for improvement. However, when it comes to empathy, there is usually much more room for improvement, but cultivating empathy can be very difficult.

Having empathy for your current and prospective customers means that you can relate to what they are feeling, and one of the most effective ways to cultivate empathy in your sales team is to ensure they experience what your customers experience. An easy way to accomplish this is to have them personally use the products or services they are selling.

Liz Tambasco, a seasoned business consultant in the countertop industry, revealed on episode 2 of the StoneTalk podcast that every new customer service representative at her countertop company was required to have his or her kitchen ripped apart. This helped them empathize with customers by understanding exactly how disruptive a kitchen remodel can be.

Once you have the ability to empathize with customers and prospects, it is simple matter to open the doors of communication. It is possible to set expectations and explain the entire process on a personal level. This also provides a chance to show that your company is capable of carrying out everything you say you will be doing.

Read the full article by Harry Hollander of Moraware here: Sales = Communication + Empathy

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The 5 Secrets of Effective Multitasking

Posted on 10 February 2017 by cradmin

By Anne Bachrach

You probably realize that your success is riding on your ability to maximize your time and performance to the highest optimal point possible. You can only handle so much in any given 24-hour day, and unless you’ve found a way to add more time to the clock, you have to do more in less or the same amount of time without running yourself into the ground.

We all have 168 hours in the week, and it’s all about how effectively we use the time we have.

The five principles outlined below are not difficult, but they do take discipline – and that’s what efficient multitasking comes down to. Multitasking shouldn’t make you feel like you’re in the middle of a cyclone; there is actually a way to apply effective multitasking principles that will help you keep your sanity AND add time to your day.

Here are five secrets of effective multitasking:

  1. Give your full attention to the task in front of you.
  2. Set specific timeframes for task completion.
  3. Become effective at switching gears for similar activities.
  4. Prioritize high-payoff and low-priority tasks.
  5. Honor thy calendar.

The first 4 items listed are components of item no. 5, so let’s review the base of each principle first.

  1. Give your full attention to the task in front of you.
    This is sometimes an easy thing to overlook but is often the reason why our tasks take longer than we estimate. We allow ourselves to be distracted by what’s around us, and next thing you know you’ve started three projects and completed none. When you set a clear rule that you will focus on only one specific task at a time, you increase your efficiency dramatically. Not only will you become quicker at completing tasks, but you will improve your accomplish rate by finishing more tasks even quicker. This is a base principle in multitasking efficiency: Learn to focus on the task at hand and ignore distractions.
  1. Set specific timeframes for task completion.
    Multitasking includes time management. It’s amazing how focused we can really be when we have a deadline or a short amount of time to get a task completed. If you have 15 minutes to complete the task, focus on setting the intention that you will get it done within that amount of time so you can move on to your next task. However, you don’t want to complete something within the time allotted and have it done poorly.
  1. Become effective at switching gears.
    This is where a lot of people get tripped up. They finish one task and move on to the next, only to still be thinking about the task they just finished. When a task is complete, all emotional energy related to that task should be released. Look at the completion of your tasks as an emotional release. It’s done – finished. You no longer have to think about it. You’re moving on. One big key is to try and keep similar activities together so you don’t have to mentally make big adjustments between tasks. It wastes precious time when you have to switch between unlike activities.
  1. Prioritize high-payoff and low-priority tasks.
    Concentrate on prioritizing your tasks from high payoff to low priority. At the top of your list should be the high-payoff items with the low-priority items at the bottom. Emailing a friend to tell them about your date last night or your golf game and score does not qualify as a high payoff activity. Following up on referrals, returning calls to current clients, generating leads, etc. are tasks that qualify as high payoff activities. Generate the business first because that is what generates income. Everyone knows this but for some reason, we just don’t always focus on it and make it happen.
  1. Honor thy calendar!
    Effective multitasking also relies on effective time management and that means, whether you like or not, working from a calendar. Without having to keep everything in your head, complicating your already busy life – you can write it down and let it go to some extent. You don’t have to stress about forgetting it because it will be in your calendar. Honoring thy calendar can actually provide a lot of relief and control in your life. Try it. You will be glad you did.

Schedule EVERYTHING – even showers, eating, drive time, working out, etc.
Through trial and error, you will learn the best time for you to do certain tasks. Take exercise for instance; some people work out in the morning while others prefer the evening. Schedule your tasks for time optimization. You can even color-code certain tasks for easy, quick-glance reference.

If you are like me, you might have a tendency to schedule more than you can handle. To avoid feeling like you’re always running behind, schedule your tasks and add buffer time to each; say 15 or 30 minutes. If you actually do finish before the time allotted, then you have the gift of getting ahead on your schedule. If you are like me, there never seems to be a shortage of items on my list, so getting ahead feels really good.

If you have several activities that are alike or similar, do them all at the same time. This will help cut down on the chaos of the day and avoid the excessive need to change hats more than necessary. Consider setting specific times you check your email throughout the day instead of checking it constantly. When you can focus your energy on similar activities, it maximizes your effectiveness. You can even go as far as only taking client calls at certain times throughout the day, instead of answering the phone every time it rings. Have someone answer the phone, or simply set up your voice mail to explain what time you pick up messages and when the caller can expect a return call. An even better way to handle this would be to schedule a phone appointment to ensure time efficiency.

Calendaring may take some getting used to, but it really does make your life simpler by maximizing time and performance. You will feel in control of your life and enjoy it even more. With improved efficiency and great time management, you will get more done in a shorter amount of time – all with less stress.

“Learn the fundamentals of the game and stick to them. Band-Aid remedies never last.”
JACK NICKLAUS, Legendary Professional Golfer

About the Author

Anne M. Bachrach is known as The Accountability Coach. She has 23 years of experience training and coaching. The objective is to do more business in less time through maximizing people’s true potential and ultimately leading them to an even better quality of life. Anne is the author of the books, Excuses Don’t Count; Results Rule! and Live Life with No Regrets: How the Choices We Make Impact Our Lives.

Copyright©2017, Anne M. Bachrach. All rights reserved. For information, contact FrogPond at [email protected].

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How to Get More Done in Less Time, and Free Up More Time for Selling

Posted on 12 January 2017 by CRadmin2

By Art Sobczak

Most of us would agree that we could sell more if we just had more time, or, realistically, better control of our time. After all, you can’t manage time any more than you can manage the weather. You can only control what you do with that time while on the phone–and off–to squeeze more productivity from every day.

Here are strategies and specific tactics to rid yourself of the feeling that you’re running in place, and instead, spend more time doing what you do best: selling.

Lists, Lists, Lists…

Like anything else productive, you must start with a plan.

  1. Don’t make a “to do” list at the beginning of the day. Make a “To Get Done” list. View your plans as something you’ll accomplish, not as an activity you’ll try to perform.
  1. According to author and certified management consultant Jeff Davidson, after preparing your “to get done today,” list, categorize the tasks under “urgent” and “not-so-urgent. Then, as unexpected hassles blindside you during the day, start a second list, the stuff you’ll get to tomorrow (after all, it’s normally the little fires that ignite during the day that steal our attention from even the best-intentioned plans, and upon close analysis, much of it truly can wait). Then, right before leaving, transfer today’s unfinished business to tomorrow’s list so you’re back to just one list.
  1. Do one more list. Harold Taylor, editor of Time Management Report, suggests that a “not to do” list is just as important as the others. Since managing time is a “zero-sum” activity, every item of secondary importance that you pinch from your schedule frees up that much more time to be invested in revenue-generating activities. Therefore, refuse to let yourself get caught in time-wasting meetings or committees that aren’t mandatory, and delegate clerical work whenever possible. Also, put this on your “not to do” list: don’t chase prospects who won’t commit to anything.

Ideas From the Experts

I asked an expert on the subject, Jeffrey Mayer, author of the book “Time Management for Dummies,” for some quick tips professionals can use.

  • Review your “Master To Do” list throughout the day. This ensures you don’t spend time looking at one pile after another, trying to decide what to tackle next, getting depressed in the process, and then saying “screw it” and getting up for another cup of coffee or a chat with your neighbor.
  • Do the important stuff first. That’s what you’re paid for. Make the bigger calls, work on the larger proposals, the more difficult projects … all early before the inevitable little annoyances begin chipping away at you.
  • Don’t let the arrival of e-mail messages, voice mail messages, or postal mail interrupt you. You know that when you’re engrossed in something you’re on a roll. Discipline yourself. And when you do review these interruptions, sort out the items that need immediate attention and add them to your Master To Get Done List. The others can be left for later. Or trashed.

Dan Wallace wrote an article in Home Office Computing called “Do Twice as Much in Half the Time.” I’ve excerpted and adapted the ideas that apply here.

  • Ask for the first appointment of the day. Whether it be a phone appointment, or in person, it’s the one least likely to start late.
  • Update your contact-management program and keep it current. Place a printout of your accounts/prospects by the phone and make manual corrections on the paper when you receive mail back or otherwise hear someone has moved on. Then, when you’re on terminal hold with someone, update them in the computer.
  • Rearrange your work space. Use the “near-far” rule. Keep things you use frequently at arm’s length, and things you don’t use often far out of the way. If piles are cluttering your desk, invest in some shelves.
  • If you’re right handed, place your phone on your left and keep a pad and pencil nearby. If you’re a lefty, do the opposite.
  • When you have a backlog on your voice mail, write or type the messages, and delete them. You won’t waste time scrolling through them the next time you check your system.
  • Use the lunch hour to return calls that require only a short answer, or when you’re posing a simple question. Many people will be away from their desks and you’ll reach voice mail.
  • Discourage interruptions. If you have an office, stick a sign on the door that says, “Important sales calls in progress.” Or, hang one on your cubicle that reads, “Door closed.”

More Tips

Here are even more tips I’ve accumulated over the years to help you more effectively control your time, and squeeze more production out of every day.

  • Flush your account files. I’m astounded by the rubbish that resides in many reps’ follow-up files, some of it not even as valuable as garage sale leftovers. Read the skimpy account notes, and you see a long list of comments like, “Not ready now, check back in 6 weeks.” Simple math tells you that time you spend trying to push a two-ton rock up a hill would be better invested looking for someone you have a chance with. Set an objective for a decision of any type on your next contact with these people. Ask, “When do you feel you’ll move forward with a purchase?” You save time on your calls, and the results are more pleasing.
  • Know when and how to say “No.” I’ve seen far too many sales reps who feel obligated to jump through hoops at the request of prospects who want to pick their brain, or otherwise want obscure product information or other research done. And reps comply without even knowing if they’ll get something in return! Before investing inordinate amounts of time with prospects, be certain there’s a potential payoff. There’s nothing wrong with saying, “I’ll be happy to do this for you. I’m assuming you want it because this is something you’re interested in, and that we’ll be working together on a purchase?”
  • Help people get to the point. Those who just want to chit-chat with you are pick-pockets. You wouldn’t let them snatch a $20 bill off your desk, would you? That’s what they’re doing with your time. Regardless of whether they’re customers, peers, or vendors, politely help them explain the reason they’re talking to you: “So how can I assist you?”/”What can I do for you?”
  • Talk in the past tense. To signify the end of the call you can say, “It’s really been great speaking with you …” or, “I’m glad we had the chance to talk.”
  • Reschedule personal interruptions. When friends call to chat, let them know you’re busy, but still want to speak with them.

“Mike great to hear from you. I want to hear all about your vacation to North Dakota. I’ve got some business calls I need to make here, so what’s the best time tonight for me to call you back?”

  • Use “Power Blocking.” Set aside blocks of 45-minute time blocks for activities, and do nothing but that during those times. For example, you might have two blocks of prospecting, and three blocks for follow-up calls during the day. This helps you focus and avoid spraying your activity in all directions.
  • Take the “Why am I doing this?”-test. When engaged in a questionable activity … stuffing envelopes … writing a proposal to a marginal prospect, ask why you’re doing it. If you can’t honestly say it’s either making you or the company money (or saving money), don’t do it. Or delegate it.
  • Analyze and adjust your work hours. You might be physically present for eight hours, but how much work do you get done during that time? Perhaps by coming in a half-hour earlier each day, you can accomplish what would normally be two hours worth of work later in the day. That would be like squeezing out another ten hours worth of production per week!
  • Never write memos or E-mail again. Got something important (and is it really that important, anyway?) to say to someone internally? Say it as you walk by their desk. Or call them for goodness sakes! I know, I know, some situations require that you cover your behind with a written record, but most are just plain drains of your time.
  • Go public with your intentions. If you must do something for someone else, commit to completing it by a specific time. Saying, “I’ll have that price quote to you by 2:00,” forces you to get right on it and complete the task. It avoids procrastination.
  • Turn wait time into productive time. If you think it’s dumb to waste money, it’s even more asinine to waste time. After all, you’ll make more money. Even Bill Gates couldn’t buy more time. Think of all the places you wait … in traffic jams, at the airport, doctor appointments, mechanics, and so on. Always carry with you a file of reading or light paperwork you need to get done. Doing it during this idle wait time eases the frustration of waiting, employs that time productively, and frees up your work time for more important tasks.

And Finally, The Most Important Point of All …

No tips on time control will do any good unless you desire to be a lean time machine. Do you?

It’s simple: if you want to get more done, you will. And from that desire flows your plan … your monthly, weekly, daily, and hourly plans for accomplishment. There’s no magic here. It’s back to the basics. If you have that burning desire, implement these ideas and you’ll find yourself getting more done in less time, and selling more by phone.

About the Author

Art Sobczak gives real world, how-to, conversational ideas and techniques helping business-to-business salespeople use the phone more effectively to prospect, sell, service, and manage accounts without “rejection.” Art is author of numerous books, taped training programs, and publisher of the TELEPHONE SELLING REPORT sales tips newsletter. He’s also a speaker and trainer, providing high-content, one-hour to multiple-day customized speeches and seminars.

Copyright© 2017, Art Sobczak. All rights reserved. For information, contact FrogPond at email [email protected]

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