Stephen V. Richardson

The #1 Conversation Killer in Retail

Posted on24. Dec, 2009 by admin.

I was asked the single worst question in all of retail multiple times today. Before I share my story, let me set the stage… Today is Christmas Eve, and I have just completed my last round of holiday shopping. It’s been over 5 years since I left the retail industry… but 20 years [...]

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Handling Objections – Part 1

Posted on05. Dec, 2009 by admin.

Do you allow objections to stand in your way of helping customers? Most professionals do… even those who do almost everything right. They find prospects, initiate contact, build relationships, understand needs, present solutions and ask for commitment. And then, when the customer responds, they hear the word “No!” and run away in search [...]

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Successful People – Part 2

Posted on02. Nov, 2009 by admin.

Successful People…

look at every challenge as an opportunity
always keep & project a positive outlook
read books & blogs to learn & develop specific knowledge & skills
practice their crafts every day
help others before seeking to be helped
learn [...]

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"It’s Easy!"

Posted on30. Oct, 2009 by admin.

“It’s easy!” That’s what Pat (my Southwest airlines flight attendant) told me when I complimented and thanked her for excellent customer service during my cross-country flight (#1691) today from Chicago-Midway to Oakland.

From her bright sincere smile when I entered the plane… to her concern for my leg room immediately after I sat down… [...]

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Understanding Needs vs. Developing Wants

Posted on25. Oct, 2009 by admin.

I have been teaching & coaching sales professionals for over 25 years about the art of understanding needs. While that skill will always be a critical part of every human interaction, I have been neglecting possibly the most important human emotion: Want.
We all know what we need to do… but the one thing that [...]

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Talking to Everyone = Talking with No One

Posted on05. Jul, 2009 by admin.

It was not long ago when communicating with another human being required some effort. You needed to invest at least one visit… letter… phone call… or fax for each contact. Today, we have the power to communicate with more people for less than ever… Less time / Less Money / Less Effort. [...]

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