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What are your favorite books on training?
I have an equipment dealership, and want to revamp my training methods. What are the best books that you have found to guide general sales and customer service training?
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3 Answers
If you're looking for retail-related books I suggest:
- The Profitable Retailer, Doug Fleener
- Winning with the Customer from Hell, Shaun Belding
- SPIN Selling, Neil Rackham
- Becoming a Service Icon in 90 Minutes a Month, Jeff Mowatt
- Stop, Ask & Listen, Kelley Robertson (yes, that one's mine, I rarely plug my own books but this one is a good fit for you)
If you want general sales consider:
- The Sales Bible, Jeffrey Gitomer
- Stop Telling Start Selling, Linda Richardson
- Questions that Sell, Paul Cherry
Hope this helps...
Greg, I have a contrarian suggestion. Take a look at a book called "What Every Manager Should Know About Training: An Insider's Guide to Getting Your Money's Worth from Training." It's by Dr. Robert F. Mager, one of the top authors in the field of performance management. What Mager has to say about when and where to use training, and when/where to use other techniques to improve team performance, is refreshing, honest and motivating.
That said, I think Kelley Reobertson has made some excellent suggestions. You may also want to check out Stephan Schiffman's books for practical advice; his Cold Calling Techniques (That Really Work!) is full of specific examples and it's really helpful.
Well, I guess I should go order "Stop, Ask & Listen" as I have not read that ---yet.
Everything Kelley suggested are great reads, but I would like to add a few that have helped me recently & over the years to better understand the 'other side of the counter' and appreciate what each party has to offer, both in sales and customer service while positioning the value my company offers:
Zig Ziglar's Secrets of Closing The Sale
Gary Karrass's Negotiate To Close
Steve Harrison's Decencies
I do believe everyone in an organization 'sells' their company's products and services by each word, action and smile. We are all in customer service and must truly care about the new client as we do about the existing clients.
Just thoughts.. Joseph
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