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February 2015

How to avoid saying “no” — According to Richard Gallagher, positive experiences are the rule when reps can turn a “no” into a “yes.” Learn more.

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January 2015

Search for customers’ unspoken needs — Getting at customers’ unspoken needs is not always a matter of asking them directly, says Rick Delisi, co-author of The Effortless Experience. But using this metric can help.

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