The iconic, tough-but-tender Boston PI Spenser returns in an outstanding new addition to the New York Times-bestselling series from author Ace Atkins.

Create a Tailor-Made Sales Strategy Using Lessons from the Field! When things don’t go well on a sales call, you probably ask yourself, “Why did I lose that sale?” . . . and then move on. But the question remains: Why did you lose that sale? Learning the answer can mean the difference between landing and losing the next sale. From a Good Sales Call to a Great Sales Call teaches you how to assess your strengths and weaknesses based on information you can get from the most qualified source available—the buyer. You’ll learn how to: Approach postdecision prospects using best practices and proper etiquette Design a comprehensive “debrief” questionnaire Obtain more candid and accurate feedback from prospects Identify important patterns in your techniques Use what works and improve what doesn’t to close more sales than ever Filled with sample dialogs you can use with prospects, From a Good Sales Call to a Great Sales Call is neatly organized into eight easy-to-follow steps that take you through the whole process: Step 1. Discover the Benefits of Successfully Debriefing with Prospects Step 2. Understand the Postdecision Mind-Set of the Prospect Step 3. Recognize How Salespeople Can Inhibit the Feedback Process Step 4. Design a Prospect Debrief Questionnaire Step 5. Utilize Proven Interviewing Techniques for Conducting Debrief Calls Step 6. Identify and Analyze Your Win/Loss Trends Step 7. Benchmark Your Feedback Step 8. Implement the Right Techniques to Increase Your Close Rate Refreshingly direct and right to the point, this system is based on 12 years of research and thousands of sales prospect interviews. This comprehensive, powerful program leads to better sales techniques and increased close rates. In short, it works.

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

Chinese-born Cece was adopted when she was two years old by her American parents. Living in Texas, she's bored of her ho-hum high school and dull job. So when she learns about the S.A.S.S. program to Xi'an, China, she jumps at the chance. She'll be able to learn about her passion - anthropology - and it will give her the opportunity to explore her roots. But when she arrives, she receives quite a culture shock. And the closer she comes to finding out about her birth parents, the more apprehensive she gets. Enter Will, the cute guy she first meets on the plane. He and Cece really connect during the program. But can he help her get accustomed to a culture she should already know about, or will she leave China without the answers she's been looking for?

Harold L. Price has experience in call center customer service with a myriad of entities, such as Blue Cross and Blue Shield, Aetna U.S. Healthcare, The U.S. Small Business Administration, and the Social Security Administration. In addition, he is extremely pleased to have the opportunity to serve his country in the U.S. Coast Guard. This book provides a synopsis of the professional life of Dr. Price, as well as the gratitude he has for his educational accomplishments. One thing Dr. Price is keen to point out is that it's not about how or where you start in life but how you finish.

Give your front-line call center staff the training they need With How to Be a Great Call Center Representative, call-center staff will learn what technology-based customer service is all about, including the history, terminology, legislation, and technology options. This book is designed to supplement and enhance the industry-specific policies and procedures plus local, state, and federal guidelines to which a call center staff must adhere. Filled with exercises and self-assessments, the course presents specific, practical strategies for improving listening skills, building trust with customers, problem solving, and decision-making--all within the context of a busy call center. How to Be a Great Call Center Representative provides all the tools needed to be confident in handling customers and building a foundation for future growth and advancement. Readers will learn how to: Identify the roles and responsibilities of a call center staff Prepare yourself to deliver quality service Learn to communicate successfully Identify current legislation, terminology, and technology affecting call center staff Develop skills for building trust Enhance telephone verbal skills and vocal quality Build problem solving and decision-making skills Learn to handle difficult customer situations Improve your time-management and multitasking skills Identify ways to control your stress level Learn to recover from mistakes-yours and your customer's. This is an ebook version of the AMA Self-Study course. If you want to take the course for credit you need to either purchase a hard copy of the course through amaselfstudy.org or purchase an online version of the course through www.flexstudy.com.

On June 18, 1916, President Woodrow Wilson called up virtually the entire army National Guard, some 150,000 men, to meet an armed threat to the United States: border raids covertly sponsored by a Mexican government in the throes of revolution. The Great Call-Up tells for the first time the complete story of this unprecedented deployment and its significance in the history of the National Guard, World War I, and U.S.-Mexico relations. Often confused with the regular-army operation against Pancho Villa and overshadowed by the U.S. entry into World War I, the great call-up is finally given due treatment here by two premier authorities on the history of the Southwest border. Marshaling evidence drawn from newspapers, state archives, reports to Congress, and War Department documents, Charles H. Harris III and Louis R. Sadler trace the call-up’s state-based deployment from San Antonio and Corpus Christi, along the Texas and Arizona borders, to California. Along the way, they tell the story of this mass mobilization by examining each unit as it was called up by state, considering its composition, missions, and internal politics. Through this period of intensive training, the Guard became a truly cohesive national, then international, force. Some units would even go directly from U.S. border service to the battlefields of World War I France, remaining overseas until 1919. Balancing sweeping change over time with a keen eye for detail, The Great Call-Up unveils a little-known yet vital chapter in American military history.