Expensive Lost Opportunities


The inability of many younger service providers and sales people to be aware of, to comprehend, respond to and capitalise on the body language of customers is having a huge and widespread impact on sales, revenue, profits, service standards, customer satisfaction and repeat business.

Recognition of buying cues is a fundamental and essential cornerstone of the art of salesmanship. Ironically, in the contemporary era of social media it is the over-use and over-reliance of those channels which are fostering strong measures of inadequacy in basic inter-personal relationship skills.
In short, many of those entering or who have recently entered the workforce are adept at interacting with smart phones, iPads, tablets and computers, but not so with human beings.
With a cruel trust of fate, some managers in their endeavours to address and redress the significant sales and profit leakage have compounded the deficiency and the problem. They have implemented on-line training programs about customer service, selling skills and positive interpersonal relationships.
Removing the human quotient in the learning experience and the personal component in service delivery is contributing to sob-optimal performance levels.
Interestingly, during 2012, throughout the United States of America and throughout Europe, the fastest growth rate in enrolment for supplementary education courses for adolescents and under graduates was recorded in communications and interpersonal relationship skills.

Australian businesses have much to learn and profit from investing in staff members developing their abilities to be aware of and to comprehend body language and buying cues.
Barry Urquhart, Managing Director of Marketing Focus is a business strategist, an analyst and an International conference keynote speaker.



Barry Urquhart, MD Marketing Focus, Perth, is the author of Australia's top two selling books on customer service and is an internationally recognised authority on consumer behaviour and creative visual marketing.

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