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Paul Miller
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e. Sell them. Assign a relationship manager to the family or cluster of companies. “At Conney Safety, we find some of the best relationship people are telemarketers,” Harney said. “We look for nontraditional places to find them.”
8. Create customer loyalty, said O’Connor of Abbott Cards. “Excellent customer services is key to turning buyers into loyal multibuyers,” he pointed out. “CSRs are the voice of your company, so they must answer the phone with a simile. Train CSRs to think and not read from a script. Empower them to close the sale, make them the customer’s advocate.”
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