Tag Archives: customer service

Questioning Techniques that Empower People to Take Responsibility

Question BallEvery organisation has a genuine need for their frontline staff to take some level of responsibility.

They need them to respond to every situation appropriately, to ensure that opportunities are never missed and that a positive perception is maintained and continuously enhanced in the eyes of those who require their services.

Below are 3 recent examples where that responsibility was sadly lacking – and although the behaviour highlighted might seem surprising – I bet you’ve had a number of similar experiences of your own.

Example Number 1

While taking a tour around a hospital that had asked us to deliver some customer service training, a patient with a life threatening condition – who had been sent with some urgency by a senior consultant to the pre-op department, was told;

“No one told us you were coming, you can’t just jump the queue, there’s a 3 month waiting list for this service.”

To which the patient replied; “I don’t know if I’ve got 3 months!”

Example Number 2

While talking to a business owner about his team’s sales training requirements, I was told that one of his salespeople had recently said;

“If it isn’t in the brochure, we don’t do it” – to a prospect who had asked for an item that was a little unusual, but could have been easily obtained and would have been extremely profitable for all involved.

Example Number 3

On a store visit, with the HR Director of a major retailer, we heard a member of the management team say;

“You’ve had the training, just get on with it” – to an employee who had asked for a little guidance, because she was worried about causing some level of meltdown if she made a mistake.

Now, in their own minds, each of these people delivered a message that was in line with the job they were being paid to do.

And yet for the organisations that employed them and the people who came to them for help – their responses had absolutely no positive effect whatsoever.

But was it completely their fault? In all three cases, I found it hard to truly condone shooting the messenger.

If they had been trained on how to use certain questioning techniques properly, their responses would have been immeasurably more productive and helpful.

You see, if you’re counting on your people to be responsible, you need to give them the ability to choose an appropriate response.

Interesting way to think about that word, isn’t it? Responsibility – The ability to choose the appropriate response.

In our EASE Sales and Customer Service Training, the A in EASE stands for Ask the Appropriate Questions – appropriate questioning techniques also figure massively in the coaching workshops of our FAME Management Course.

If the people in the examples above had possessed the ability to ask appropriate questions – I’m confident they could have delivered a positive outcome to all concerned.

Take a look at the three examples again – take each situation and have a think about which questions you might have asked the patient, the customer and the shop assistant, that would have led to each frontline interaction having a far more positive outcome.

Appropriate Questions are incredibly powerful – as an example, let me give you a statement that has no positive answer and so many salespeople react badly to;

“You’re too expensive!”

Leave it like that and all you can do is Argue, Agree or Apologise.

But what happens if you ask a great question instead?

What opportunities might arise if you responded with a question like;

“What makes you say that?” or

“Do you think so, in what way?” or

“Compared to what exactly?”

Those answers should help you recognise the obvious gap in your prospects perception – between the cost and the value of having a problem fixed – enabling you to deliver a solution, rather than trying to defend a lack of understanding on both sides of the table.

So, at the risk of making this sound overly simple – to do this properly, you need to;

Learn how to ask the appropriate questions, so that you…

Receive all the information you require to move forward, which will empower you to…

Deliver an appropriate response.

Which will probably result in the desired outcomes your organisation was set up to achieve in the first place.

****************************************************

Thanks for reading this article. On my blog, I regularly write about Sales, Sales Management and Customer Service issues, topics and trends.

I’d also be delighted to connect via Twitter, YouTube and of course, through Varda Kreuz Training.

Here are some of my other recent posts:

If You think It’s All About Price – Get Out of Sales

Call Yourself a Salesperson? 5 Questions to Uncover the Truth

Top 3 on Amazon Best Sellers – Thanks

Is Your Sales Team Culture Pirate Ship or Battleship?

About: Chris Murray is founder and Managing Director of Varda Kreuz Training, a company created to deliver sales training that really works – not in theory and not just sometimes, but sales training that really works. You can find out more about Varda Kreuz Training HERE or give us a call right now on 0844 923 9777 (UK)

His latest book, The Extremely Successful Salesman’s Club has been heralded as the Da Vinci Code for salespeople.

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The 3 Must Know Rules of Sales and Customer Service

Here’s the next in a series of vids that we shot with Chris Jupe recently.

Click above to watch – The 3 Must Know Rules of Sales & Customer Service and how to understand and uncover customer needs, even when the customer doesn’t know a problem exists at all – feel free to share with friends and colleagues.

These short videos were created so that we could share some of the key Varda Kreuz Sales Training messages, with no charge , no sign up, just a quick bit of something useful for those who might not get the chance to attend one of our workshops or courses.

Hope you find it useful, best regards

Chris

PS – My new book The Extremely Successful Salesman’s Club will be available in a few sort weeks

New Case Studies HERE

This year, I want to help you and your sales team become more successful than they’ve ever been before – call my office now on
0844 293 9777 or request a call back by going to our Contact Page HERE.

You and I can work out a sales training programme that suits your requirements perfectly – foundation level sales training, field sales training, account management training, selling value over price, FMCG sales training, customer service training, whatever it might be – but it’s a big old world out there and if you don’t take two minutes to invite me over, I may never know you need me.

We create bespoke sales training days from as little as £228 per person, so give my office a call today and we can get a date in the diary to start working on tailoring something just for you.

Chris Murray

0844 293 9777

By the way, if someone has forwarded you this newsletter, you can sign up to receive it directly from Varda Kreuz here

Varda Kreuz Sales TrainingManchester, Leeds, Birmingham, Liverpool, London

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Filed under Business Development, Customer Service, Personal Development, Sales Training, Self Improvement

The Procrastination of the Sales King – A Modern Fairy Tale

Once upon a time there was a Sales King who had two beautiful children, Prospect and Customa.

Both gave him enormous joy, great fortunes were spent on them and many songs were sung.

One night they were put to bed while the Sales King filled his time with inconsequential nonsense and although he’d promised to tuck them in, he knew they would always be there waiting for him whenever he found the time to pass by and give them a bit of attention.

Sales King

Time watched on, laughed at his stupidity and then just to be mean, decided to suck all recognition of the passing of hours from the room.

When the spell was eventually broken, the Sales King jumped from his chair in horror, realising his foolishness.

He shouted for the cleverest man in the land to come and give him guidance.

“What shall I do?” He wailed “How do I make this right?”

“Pull yourself together you muppet,” said the old man wisely, “get up and go and see them before it’s too late; you really have no idea how precious Prospect and Customa are to everyone in the kingdom – not least of all to your enemies who’d happily steal them away and treat them extremely badly.”

“Well that would never do,” said the King “we need a plan.”

“Here’s a plan,” said the wise old sage, “make sure you look after them like the royalty they are, protect them like your most valuable possessions and then keep every promise you ever make; because once they’re gone, they probably won’t be coming back.”

So the King followed his advice diligently and because he did such a good job with those two, the Gods blessed him with many, many more.

And they all lived just a little bit happier..

“Customer experience is the next competitive battleground.”
Jerry Gregoire, CIO, Dell Computers

Until next time

Chris

New Case Studies HERE

This year, I want to help you and your sales team become more successful than they’ve ever been before – call my office now on
0844 293 9777 or request a call back by going to our Contact Page HERE.

You and I can work out a sales training programme that suits your requirements perfectly – foundation level sales training, field sales training, account management training, selling value over price, FMCG sales training, customer service training, whatever it might be – but it’s a big old world out there and if you don’t take two minutes to invite me over, I may never know you need me.

We create bespoke sales training days from as little as £228 per person, so give my office a call today and we can get a date in the diary to start working on tailoring something just for you.

Chris Murray

0844 293 9777

By the way, if someone has forwarded you this newsletter, you can sign up to receive it directly from Varda Kreuz here

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How to Cure Your Customer’s Saudade

Saudade is a wonderful Portuguese word that has no direct translation into English, it describes a distinct sense of longing for something that doesn’t actually exist.

The Street of Sales Saudade

It’s an ‘emptiness’ – as if someone or something should be there – an absence you can feel.

Your prospects and customers are suffering from a form of Sales Saudade, a problem you can cure (and get ahead of the competition) with the 3 Rules of Customer Service.

If you are unaware of these rules, let me start with Rule Number 1 the rule that everyone seems to know,

“Treat others the way YOU want to be treated yourself!”

Fabulous, quite right – and so you should, it’s a fabulous place to start.

Unfortunately that’s exactly where most people also stop, which is a shame because….

Rule Number 2 explains that – as commendable as Rule Number 1 might be – it falls painfully short of the mark.

Why?

Because nobody else is YOU!

Which is why Rule Number 2 tells us to;

“Treat other people the way THEY want to be treated!”

Which – if you think about it – might be completely different to the way YOU want to be treated.

Bryan K Williams calls Rule Number 3 the Double Platinum Rule and explains it with this story;

A guy goes out to his car only to find that the front right tyre has been stolen…completely gone! So he puts the spare wheel on, and drives to the garage.

After explaining what had happened, he orders a new tyre. The attendant takes the order and tells him it’ll be in the following day.

On his way out, the manager stops him and asks if he got everything he needed.

He says “yes thanks” and then goes through the events of his traumatic morning – to which the manager asks,

“So you’ve ordered some wheel locks now have you?”

The customer has never heard of a wheel lock so the manager explains that they prevent tyres from being stolen and he really should consider ordering some.

Of course he should – that’s a great idea – if he’d had them this morning none of this would have ever happened.

On his way out he goes to see the attendant who took the order,

“Why didn’t you recommend the wheel locks?”

And the attendant says, “I gave you everything you asked for!”

And that neatly brings us onto Rule Number 3 which is;

“Treat other people the way THEY DON’T EVEN KNOW they want to be treated!”

Sales Saudade!

And your prospects feel it all the time.

The feeling you get when something isn’t right, but you don’t know what would make it better – just a distinct sense of longing for something that doesn’t appear to exist.

No amount of searching on the internet or meetings with your peers can deliver the answer – because you don’t even know the question.

It’s like feeling a dream you can’t quite remember.

Your prospects desperately need YOU to find THEM – to cure their Saudade,

It’s not an easy job.

Strangers – especially sales strangers – are a tough crowd to let in.

But just because they don’t recognise you as the answer to their problems right now shouldn’t put you off forever.

As Zig Ziglar wrote;

Customers don’t change their mind. They make a new decision based on new information which produces a new feeling.”

Until next time

Chris

New Case Studies HERE

This year, I want to help you and your sales team become more successful than they’ve ever been before – call my office now on
0844 293 9777 or request a call back by going to our Contact Page HERE.

You and I can work out a sales training programme that suits your requirements perfectly – foundation level sales training, field sales training, account management training, selling value over price, FMCG sales training, customer service training, whatever it might be – but it’s a big old world out there and if you don’t take two minutes to invite me over, I may never know you need me.

We create bespoke sales training days from as little as £228 per person, so give my office a call today and we can get a date in the diary to start working on tailoring something just for you.

Chris Murray

0844 293 9777

By the way, if someone has forwarded you this newsletter, you can sign up to receive it directly from Varda Kreuz here

Varda Kreuz Sales TrainingManchester, Leeds, Birmingham, Liverpool, London

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You Can’t Count on Quality to Save Your Business

And mama always told me, be careful what you do, don’t go around breaking young girls’ hearts.”
Billie Jean – Michael Jackson

I changed one of my suppliers last week.

Looking back I don’t think I ever had any problem with the pricing, value, quality or effectiveness of the service or products.

It was just that the account manager was so – bloody – miserable.

Ask him a question – any question – and the answer would drip with doom, gloom and self pity.

I put up with it – you do, don’t you? It’s just easier?

Somewhere close to you now, a sales person is walking in to see a customer and after being asked How’s it going?” they’ll say something like;

  • “Tough, really tough.”
  •  “Aw, you know, plodding on.”
  • “I was alright until I hit that traffic, man it was backed up right past the exit.”

And all around the world, businesses are closing their doors for the last time, with owners and shareholders scratching their heads, wondering how such a brilliantly priced, quality widget somehow failed to catch on in the way they knew it really should have done.

  • Incredible caterers and sandwich shops, who delivered sumptuous feasts but left their customers feeling cold and unwanted – Closed.
  • Brilliant local DIY stores who had everything you needed; the knowledge to help but the ability to make you feel stupid if you had to ask – Closed.
  • Fabulous suppliers with the best range, price and service – but whose sales team treat customers like they’re just one of an unlimited supply – Closing all over the place.

Here at Varda Kreuz Towers we’re in the middle of delivering a series of customer service workshops for one of the UK’s biggest employers and while I was researching the subject matter to make the course truly bespoke, I realised that the main learning outcome centred on one key nugget of wisdom.

You see, lots of people request Customer Service training, but sometimes it isn’t actually what they need.

SERVICE is the thing you deliver; it’s what customers are left with after they’ve paid their money, what they’ve had once they’ve eaten at your restaurant or come out of surgery.

HOSPITALITY is how you make people FEEL about that service.

The dictionary calls it – “the friendly and generous reception and entertainment of guests, visitors, or strangers”.

So, ask yourself this;

“My business – I know what we DO for customers, but how do we make them FEEL when we do it?”

I can understand why some of you might not think that matters – however, If you’re one of my regular suppliers and you haven’t heard from me for a while, I’m really sorry you had to find out that I’ve moved on by reading this article.

As a bit of advice, if you want to keep the rest of your client base at least pretend you’re enjoying the interaction with them, because if you’re not, they certainly won’t be.

You see I expect quality and service – that’s what I’m paying for – but if I find out from someone else that there is also an option to feel great about it as well, then my expectations have just been raised – and what I used to think was good enough simply isn’t anymore.

Until next time, have a great week

Chris

PS – My new book The Extremely Successful Salesman’s Club is getting rave reviews – including one from Best Selling Author Lee B Salz – if you click on the book title above you can download the first 4 chapters for free

New Sales and Customer Service Training testimonial video HERE – find out what our customers think

New Sales Training & Customer Service Case Studies HERE

This year, I want to help you and your sales team become more successful than they’ve ever been before – call my office now on 0844 293 9777 or request a call back by going to our Contact Page HERE.

You and I can work out a sales training programme that suits your requirements perfectly – foundation level sales training, field sales training, account management training, selling value over price, FMCG sales training, customer service training, whatever it might be – but it’s a big old world out there and if you don’t take two minutes to invite me over, I may never know you need me.

We create bespoke sales training days from as little as £228 per person, so give my office a call today and we can get a date in the diary to start working on tailoring something just for you.

Chris Murray

0844 293 9777

By the way, if someone has forwarded you this newsletter, you can sign up to receive it directly from Varda Kreuz here

Varda Kreuz Sales TrainingManchester, Leeds, Birmingham, Liverpool,

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Filed under Business Development, Drinks Industry Sales Training, Hospitality, Management Training, On Trade Customer Service, Sales Targets, Sales Training, Self Improvement

Would You Like Me to Sell You a Small Bag of Magic Sales Fairy Dust?

“If you got the money honey we got your disease.”
Welcome to the Jungle – Guns N’ Roses

I have a friend who refers to the expectations of some sales people and their managers as requiring magic sales fairy dust’.

The phrase has always made me smile.

However, the reason most of those expectations exist is due to the fact that we all live in an age of the ‘quick fix’.

It’s a hope thing.

Teenagers want a spot cream that clears their skin of blemishes, because they didn’t want to spend the time and a little effort using the preventative soap.

Later on they want small electrical discs that give them a washboard stomach without the exercise and then a pill to lose the fat they’ve gained rather than adopting a healthy lifestyle and diet.

In business they want the Jedi Mind Trick that will turn them all into instant millionaires.

There are many, many people on the internet making a great deal of money out of those hopes and fears, promising quick fix answers and panaceas – with a large percentage making their “hope” money from those working within the sales industry.

I can’t and won’t promise you magic sales fairy dust – because it doesn’t exist.

There are however 5 bits advice I can give you – that if you’re willing to put in a little effort and turn them into reality – will certainly give your competition the impression that you posses a bag or two of something special.

Number 1.  Know HOW the thing you sell helps ‘THEM’

‘Them’ being your target market.

What does it do for ‘Them’ that makes it worth even seeing you?

It’s probably not what you think.

What it needs to do is one, some or all of the following;

  • Make them look good
  • Make them feel good
  • Save them time
  • Make them money
  • Reduce their costs
  • Give them peace of mind
  • Make life easier somehow

Remember – they don’t want a drill, they need a hole – but they have to buy the drill to make the hole.

Actually they probably don’t care that much about the solution you’re offering – they’re more likely to be bothered about whether it will get them promoted, sacked, recognised, accepted, praised or laid.

Trust me – when you’ve worked out what your solution truly delivers, you will be resonating at such a high level that only ten per cent of the rest of the sales industry will be able to hear you.

Number 2. Believe and trust in those benefits

Don’t tell me you’re passionate about your job – show me that you’re passionate about helping people like me!

Get up in the morning on a mission to save prospective clients from the shabby, ill fitting, over priced, valueless alternatives those charlatans over at your competition are trying to get away with flogging.

Number 3. Only invest time in prospects who you can REALLY help

If what you do doesn’t help me, why are you knocking on my door?

You need to have recognising ‘THEM’ down to a fine art.

Remember – if THEM don’t end up as your customers, they’re going to miss out somehow (see point 2 above).

Therefore you should be searching, filtering, focusing, making sure that the people who need to see you, actually get to see you – learn the rules of customer attraction and only spend time with the ones who truly deserve it.

Number 4. Satisfaction = Perception – Expectation

A prospect will not move forward if they perceive a solution delivers less than they require it to.

It’s at that point that you need to deliver the required information which allows them to make a new decision.

Not change their mind; you’ll never change anybody’s mind.

You need to give them enough information to make a new decision. And based on that new decision, their perception will change.

If this new perception of product, service and solution outweighs their initial expectation they will be satisfied – if it doesn’t they won’t.

Number 5. Explain the value and justify the cost

People don’t mind paying, they just don’t like to over pay.

As the great Zig Ziglar said; 

The genuine sales professional can’t sell anything to anybody – that’s a con artist.”

Until next time

Chris

PS – My new book The Extremely Successful Salesman’s Club is getting rave reviews – including one from Best Selling Author Lee B Salz – if you click on the book title above you can download the first 4 chapters for free

New Sales and Customer Service Training testimonial video HERE – find out what our customers think

New Sales Training & Customer Service Case Studies HERE

This year, I want to help you and your sales team become more successful than they’ve ever been before – call my office now on 0844 293 9777 or request a call back by going to our Contact Page HERE.

You and I can work out a sales training programme that suits your requirements perfectly – foundation level sales training, field sales training, account management training, selling value over price, FMCG sales training, customer service training, whatever it might be – but it’s a big old world out there and if you don’t take two minutes to invite me over, I may never know you need me.

We create bespoke sales training days from as little as £228 per person, so give my office a call today and we can get a date in the diary to start working on tailoring something just for you.

Chris Murray

0844 293 9777

By the way, if someone has forwarded you this newsletter, you can sign up to receive it directly from Varda Kreuz here

Varda Kreuz Sales TrainingManchester, Leeds, Birmingham, Liverpool,

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Filed under Business Development, Drinks Industry Sales Training, Lyric Quiz, Management Training, Sales Targets, Sales Training, Self Improvement

How Do I Stand Out With Fewer Clients and 100’s of Competitors Fighting Over the Scraps?

This week I was sent an email asking if I could help someone stand out from the crowd during a recession, and I replied with the message below.

I’ve copied it in with the original question for those who may have the same concerns.

Hope it helps.

From the post bag

Hi there

I work in the recruitment sector.

The industry is tough at the moment – fewer clients are recruiting, there are therefore 100’s of competitor recruiters fighting over the scraps out there.

I believe that clients are becoming exhausted by the number of cold calls and ‘e-shots’ they receive on a daily basis from recruiters trying to generate new business leads.

My question therefore is what other more intelligent methods are there for generating new business with new clients? Whilst I believe in the quality of the work I am doing, I feel many attempts are falling at the first hurdle, as I do not stand out from the crowd with my approach.

Any help you can provide is greatly appreciated!

Thanks in advance

Rob

My Reply

Hi Rob

I feel your pain; however I’m a firm believer that – with regards to your competition – around 80% of most professionals approach their jobs with little more than 20% effort, particularly when it comes to business development – as a large percentage of that group remain under skilled and simply “fell into” the job.

Elevating yourself above the hundreds fighting for the scraps is the main hurdle – the air’s sweeter and the pickings richer.

Zig Ziglar in his book “Secrets of Closing the Sale” tells a story about the insurance industry during the recession in the early ‘80’s.

50% of insurance people felt business was down and consequently (mostly because of their viewpoint) reduced their efforts.

Business was down a little, but half of the competition stopped working to expand their business.

Since there was 90% as much business available and only 50% as much competition, his friend – who approached the situation with the right attitude and appropriate ability – increased his business substantially.

Over the past 20 years selling has changed a great deal, particularly due to the ease that people can get hold of what they want on the internet – and a number of years ago Faith Popcorn wrote a book called The Popcorn Report.

She said the trend in the 1990′s was ‘Cocooning’ – which boiled down to the fact that people just don’t like to be bothered anymore.

Therefore sales training had to move into helping people understand buying motives – and how we help them to reach a great buying decision – as well as all the other “tricks of the trade” such as handling objections and closing techniques.

If you’ve read any of my stuff before you’ll know that one my favourite little bits of wisdom is this:

“When a customer walks into a DIY store to buy a drill, they don’t want a drill, they want a hole!
Good sales people discover exactly what kind of hole the customer needs, the bad ones just talk about drills.”

To extend that to answer your question, your prospects aren’t out there looking for a partner in recruitment; they’re looking for the next great employee.

My solution below may seem to be time consuming, but once done, it will bring real, qualified leads straight to your door.

Earlier, I asked you to have a think about these points;

  • What is the best thing that your product or service does for those who buy into it?
  • What are potential customers missing out on?
  • What would the end result and benefit to them be if they “bought in”?
  • Will their life improve or not? If it will, how?

Try and make a list of as many different advantages and benefits (real ones not just dressed up features) delivered by that end result – and then work out how those benefits are achieved.

What are your customers asking? What are they searching for on Google?

Whatever it is, write a 5 page report on “The Twenty things you need to understand about X before you X” (or something along those lines)

You will have already listed the solutions and I’ve given you a headline – so writing a five to ten line paragraph about achieving each “thing” shouldn’t be hard.

And don’t worry about giving away too much info – what are they going to do, start up their own recruitment agency? Bring it all in house?

If so, they probably weren’t your ideal prospect in the first place.

Another phrase I like is this;

 “Gurus don’t walk down mountains; people climb up mountains to find them!”

If you want to stand out from the crowd the trick is to become the trusted advisor, the one with all the answers, who gives information freely because you actually care about helping the prospect rather than just hounding them for their business with endless phone calls.

Once you’ve created your helpful report – useful to them remember, not impressive to your mother in law – send the link to a few of your prospects with the heading “Thought You Should be One of the First to See this New Free Report on how to….”  – no sales message, just sharing some useful info.

If you need one, Mail Chimp is a free email marketing service – it’ll help you set up sign up forms and organise auto-responders so that people can request the report while you’re doing other things – and stops everything from being impersonal and cold.

You can mention your report in the promotions section of the customer orientated groups you’ve joined on Linked In – You could even start your own Linked In Group, I’ve written an article on how to do that successfully here – and then surround yourself with prospects continuously.

People will then start having conversations with you regarding solving their problem, rather than you calling them to try and get them to purchase your service.

This may never completely replace other, traditional selling tasks and techniques – but your prospects want answers and solutions – they also want an intelligent, trustworthy expert to help them achieve their goals

Hope that helps

Chris

PS – My new book The Extremely Successful Salesman’s Club is getting rave reviews – including one from Best Selling Author Lee B Salz – if you click on the book title above you can download the first 4 chapters for free

New Sales and Customer Service Training testimonial video HERE – find out what our customers think

New Sales Training & Customer Service Case Studies HERE

This year, I want to help you and your sales team become more successful than they’ve ever been before – call my office now on 0844 293 9777 or request a call back by going to our Contact Page HERE.

You and I can work out a sales training programme that suits your requirements perfectly – foundation level sales training, field sales training, account management training, selling value over price, FMCG sales training, customer service training, whatever it might be – but it’s a big old world out there and if you don’t take two minutes to invite me over, I may never know you need me.

We create bespoke sales training days from as little as £228 per person, so give my office a call today and we can get a date in the diary to start working on tailoring something just for you.

Chris Murray

0844 293 9777

By the way, if someone has forwarded you this newsletter, you can sign up to receive it directly from Varda Kreuz here

Varda Kreuz Sales TrainingManchester, Leeds, Birmingham, Liverpool,

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Filed under Business Development, Drinks Industry Sales Training, Sales Targets, Sales Training, Self Improvement