The ability to look after your customers is crucial to anyone who wants to advance their career. Written by Di McLanachan, a leading expert on customer care as both a coach and a practitioner, this book quickly teaches you the insider secrets you need to know to in order to keep your customers happy and coming back. The highly motivational 'in a week' structure of the book provides seven straightforward chapters explaining the key points, and at the end there are optional questions to ensure you have taken it all in. There are also cartoons and diagrams throughout, to help make this book a more enjoyable and effective learning experience. So what are you waiting for? Let this book put you on the fast track to success!

If you want to be the best, you have to have the right skillset. From effective business writing and presentations to running productive meetings, THE ULTIMATE BUSINESS COMMUNICATION BOOK is a dynamic collection of tools, techniques, and strategies for success. Discover the main themes and key ideas, and bring it all together with practical exercises. This is your complete course in business communication. ABOUT THE SERIES ULTIMATE books are for managers, leaders, and business executives who want to succeed at work. From marketing and sales to management and finance, each title gives comprehensive coverage of the essential business skills you need to get ahead in your career. Written in straightforward English, each book is designed to help you quickly master the subject, with fun quizzes embedded so that you can check how you're doing.

Sunday - Explore factors that influence, both positively and negatively and discover how influencing is selling Monday - Understand the power of personality and charisma and ensure you are putting the right message across Tuesday - Use the Assertiveness Sentence technique to sound more confident in any situation Wednesday - Discover the three elements of communication and how to use them to build rapid, effective rapport with others Thursday - Learn to recognize the internal filters that we all have and utilize them in patterns of persuasion Friday - Use NLP models to influence at an unconscious level, including the technique of 'chunking' to gain agreement Saturday - Learn how to use proven persuasion techniques such as emotional 'triggers', scarcity, the law of reciprocity, the power of three, and the AIDA formula

THE ULTIMATE SALES BOOK gives you everything you need to succeed in sales and account management. It is a dynamic collection of essential skills covering the topics that will help you make a seismic impact upon your performance - faster than you ever thought possible.

If you want to be the best, you have to have the right skillset. From influencing and persuading to choosing a negotiating style and using NLP, THE ULTIMATE NEGOTIATION BOOK is a dynamic collection of tools, techniques, and strategies for success. Discover the main themes and key ideas, and bring it all together with practical exercises. This is your complete course in negotiation. ABOUT THE SERIES ULTIMATE books are for managers, leaders, and business executives who want to succeed at work. From marketing and sales to management and finance, each title gives comprehensive coverage of the essential business skills you need to get ahead in your career. Written in straightforward English, each book is designed to help you quickly master the subject, with fun quizzes embedded so that you can check how you're doing.