EP 51 - Brian Kurtz - How to Overdeliver over the Phone

Overdeliver author, a phone pro, and the Titan of Direct
marketing is here today, Brian Kurtz. Brian teaches us on how to
treat a customer and overdeliver and how to improve your phone
sales game.


Brian tells us about how his 95-year-old mother uses
telemarketing 


Key points:


The customer is always right and at the end of a complaint
make sure they are happy.

It is a lot harder to get a new customer than to keep an old
customer 

If you get a call late at night it's usually the customer
complaining 

Don't spill out too much info or it gives them a feeling of a
stalker

You should never need to pretend to be authentic  

Personal development should be in place to be a great
marketer 



Quotes: 


The telephone is an offline medium that is not used much as it
should be or could be but it is overused and abused by some
people too -Brian Kurtz


Two rules of customer service:


1. The customer is always right 


2. Look at rule no 1 


Developing your knowledge base whom you want to learn from


The mentor you are looking for is you in terms of values and
things you want in your life 


The five ways we get paid 


Your mentors choose you and you don't choose your mentors  


This episode of the podcast was brought to you by
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Managers get data that shows them what’s working and what’s not
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Balto helps sales reps, trainers, and managers become
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ABOUT JAKE LYNN
Jake Lynn is a leading authority on telesales. He is the host of
the Top 50 Podcast, “All Things Telesales."

His thought leadership has been instrumental in helping guide
some of today’s most elite insurance call centers. Funny and
dynamic, Jake is passionate about helping phone-based sales
professionals truly smile and dial.

Setting the standard for teletraining for the insurance industry,
Jake teaches agents to serve not sell with PEG (Praise, Empathy,
& Gratitude) and to always put Compassion Before
Commission. 


Brian Kurtz


Website


Books


95 Years of life time value-Blog


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