A personal visit shows the Kimberley process is working, says Vicki Cunningham.
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“In the End” looks at some of the year’s biggest, most provocative business titles.
1. Not making any headway with your brainstorming sessions? Go it alone. Seth Godin cites a psychological study that shows that a team of four people,...
Plus, one key security mistake jewelers too often make.
That wasn't white cookie dough, unh-uh.
THE SITUATION You want to build rapport with a customer. Plus, you simply want to find out his or her name. SOURCE: BRAD HUISKEN BY THE...
The right words THE SITUATION The more customers speak with you, the more they begin to feel comfortable with you as a person, not a salesperson. So,...
Stay with us, because it gets a little zen.
THE SITUATION Ever face the dilemma of trying to explain the appearance benefits of platinum or palladium without dumping on your stocks of white gold? Simply...
The 180-degree pass-by involves walking near the customer, saying ?Hello,? and passing by. Then, after three or four steps, turn around and with a quizzical look...
SITUATION One of your customers is wavering on the purchase ? she lacks confidence. Point to the selection of jewelry she’s looking at and give her...
I know a saleswoman whose customer’s order got messed up. She called the customer right away and announced, ?I just heard what happened. I’m on my...
What to say and when to say itIf you mistakenly cross two polite words and come up with an embarrassing phrase, you might say: ?Now that I...
What to say and when to say itA repair customer comes to you complaining about the four other stores where she went for a quote. You...
Great way to get a man’s attention during a sales pitch is to say the words: ?One thing women really like is …? WHY? Most men you’ll see...
A customer calls with a complaint or question. You’re not ready to respond, but promise that you will. Don’t tell them to call you back. Instead,...
You’ve got a customer who’s overly focused on the weight of a diamond ? overlooking other important things like color, clarity, cut and (especially) their budget....
Step up and take the blame for that big mistake.
A customer asks for a difficult task ? for example, an earlier-than-expected delivery date on a custom design. You clap your hands, smile, and answer: ?Consider it...
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