L Arte Del Telemarketing

Autor: Francesco Bellini
ISBN: 9781521789810
File Size: 60,56 MB
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Le tecniche, i trucchi e le strategie occorrenti per migliorare la propria capacit� di relazionarsi con i clienti e per trasformare il telefono in un potente strumento di vendita. Obiettivi: Migliorare la propria sicurezza, ed imparare a gestire le proprie emozioni. Saper attirare subito l'attenzione del potenziale cliente creando sintonia e coinvolgimento. Sviluppare un'autentica abilit� dialettica, allineando in ogni momento il tono della voce alle parole. Sviluppare la capacit� di ascolto attivo empatico..Imparare a comprendere le reali esigenze del cliente attraverso domande potenti. Saper padroneggiare tutte le fasi della telefonata attraverso la conoscenza delle pi� efficaci tecniche di persuasione e di vendita. Saper trasformare qualsiasi tipo di obiezione del cliente in un'occasione per concludere positivamente la trattativa.Argomenti trattati: Cos'� il Telemarketing L'influenza dell'aspetto psicologico L'importanza dell'autostima L'atteggiamento mentale e le convinzioni limitanti La gestione dell'ansia e dello stress Non farne mai una questione personale Il vero scopo del Telemarketing Le domande da farsi prima di iniziare le telefonate La comunicazione paraverbale I tre livelli di comunicazione L'importanza della voce La dizione e le tecniche di miglioramento Sorridere, trasmettere passione La comunicazione verbale Il potere suggestivo della parola I comandi nascosti Gli approcci telefonici sbagliati da evitare in assoluto L'approccio orientato al cliente Come creare subito sintonia con il cliente Ascolto attivo ed Empatia I meccanismi di alterazione ei filtri uditivi La telefonata nel Teleselling Le fasi della telefonata L'apertura della chiamata L'intervista Far nascere il desiderio nel cliente L'accordo e le tecniche di chiusura Lo script telefonico Fissare appuntamenti al telefono L'appuntamento utile e le condizioni di validit� Le fasi della telefonata per fissare appuntamenti Gli errori da evitare nel fissare l'appuntamento La comunicazione dell'appuntamento La conferma dell'appuntamento Le tecniche di persuasione La gestione delle criticit� e delle obiezioni Il superamento del filtro Le tipologie dei clienti Come evitare il "Non mi interessa" Le obiezioni Le tecniche in risposta alle obiezioni Il Customer service La fidelizzazione del cliente I vantaggi del rapporto duraturo con i clienti Il personale di Customer care Le capacit� relazionali dell'addetto al custode care La gestione dei reclami Appendice Script telefonico per presa appuntamenti ( Settore finanziamenti) Script telefonico per vendita telefonica ( Settore Luce e Gas) Script telefonico per presa appuntamenti ( settore telefonia B2B) Estrazione e sostituzione convinzioni limitanti Test Ascolto attivo Esercitazione Parafrasi Esercitazione su Analisi dei bisogni Misura il tuo livello di comunicazione emozionale Sistema di valutazione delle capacit� comunicative

The Impact Of Product Market Reforms On Firm Productivity In Italy

Autor: Mr.Sergi Lanau
Publisher: International Monetary Fund
ISBN: 1475519699
File Size: 13,66 MB
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This paper examines the role of removing obstacles to competition in product markets in raising growth and productivity. Using firm-level data from Italy during 2003–13 and OECD measures of product market regulation, we estimate the effect of deregulation in network sectors on value added and productivity of firms in these sectors, as well as firms using these intermediates in their production processes. We find evidence of a significant positive impact. These effects are more pronounced in Italian provinces with more efficient public administration, underscoring the complementarities of advancing public administration and product market reforms simultaneously.

Social Nation

Autor: Barry Libert
Publisher: John Wiley & Sons
ISBN: 9780470890257
File Size: 61,26 MB
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It's time to join Social Nation and prosper! This book will show you, as an employee, customer or partner, how to use new social technologies, make yourself heard, and produce better products and services. As a leader and manager, you'll find out how to use these tools to harness social interactions to improve your business and to create your own social nation. The book provides a social assessment for leaders, managers and employees to scientifically evaluate your individual social skills and competencies. This book relies on well-known case studies about businesses that illustrate how social principles and strategies can help organizations to: Integrate social skills into existing managerial and leadership practices Overcome some of the common risks and objections that are often cited as obstacles to becoming a successful social enterprise Adopt new forms of social leadership across the entire organization Attain social intelligence by listening, understanding, and measuring outcomes of your investment in relationships with customers, employees and partners Realize tangible economic benefits and ROI from new product and service offerings Social Nation provides readers with an opportunity to join the Social Nation community and share experiences with other leaders and social individuals.

Complete Systems Analysis

Autor: James Robertson
Publisher: Addison-Wesley
ISBN: 013349229X
File Size: 14,91 MB
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This is the digital version of the printed book (Copyright © 1998, 1994). In a fundamentally new approach, Complete Systems Analysis teaches everything you need to know about analyzing systems: the methods, the models, the techniques, and more. A definitive text on modern systems analysis techniques is combined with an extensive case study to give readers hands-on experience in completing an actual analysis project. Readers proceed through each step of a full-scale analysis project, analyzing the complex requirements of a television station’s airtime programming department. Each phase of the case study and each exercise in the textbook section is thoroughly explained in separate review and answer sections. An innovative Trail Guide system–inspired by the difficulty levels marked on ski trails–encourages readers to follow a sequence that suits their skill level. Beginners follow the full trail while experienced analysts fill in gaps in their training, refresh their understanding of key concepts, and practice their skills. Managers review key concepts but can skip the detailed work with models. The book shows how analysis is used for object-oriented implementation, and how event-response data flow models and entity-relationship data models are complementary, not competing, models. Complete Systems Analysis adapts to the reader’s needs and provides an appropriate learning path for the beginner, with a more direct route for experienced analysts wanting to make better use of today’s techniques. Since its initial publication in 1994 as a two-volume set in hardcover, this highly acclaimed text–released in 1998 as a single, softcover volume–has served as a course text in classes throughout the world. Topics include Analysis Models Data Flow Diagrams Data Viewpoint Data Models Leveled Data Flow Diagrams Current Physical Viewpoint Building the Data Dictionary Strategy: Focusing on the Essentials Identifying Events Modeling an Event Response Writing Mini Specifications CRUD Check Modeling New Requirements New Physical Viewpoint Object-Oriented Viewpoint Strategy: Toward Implementation

A Little Queen Of Hearts

Autor: Ruth Ogden
Publisher: BoD – Books on Demand
ISBN: 3732689727
File Size: 39,35 MB
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Reproduction of the original: A Little Queen of Hearts by Ruth Ogden


Autor: Sarah Tolmie
Publisher: McGill-Queen's Press - MQUP
ISBN: 0773597034
File Size: 29,87 MB
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Walk away before you are threadbare / Preserve your strength, preserve your curly hair / For others' use. Least I can do. / Let your fabric relax, snap back to mold / Another body and reveal its gold. A collection of 120 sonnets in eight parts, Trio reveals, frame by frame, a married fortysomething female narrator in love with two younger men - an intellectual and a dancer - and torn between the claims of body and mind. In the tradition of Renaissance sonnet sequences from Petrarch onward, the narrator's love objects are constantly before her eyes, and thus before ours, creating compassion, comedy, and desire. They are real and imaginary, opposite and complementary, present and unavailable, autonomous and dependent. Tolmie’s characters circle and shadow one another in every dance, spinning until fantasy becomes flesh and entanglement. In immortalizing the beloved, she draws on the power of both poetic and human reproduction. Like the contact improvisation modern dance form that influences the collection, these poems are both expressive and analytical. Through a singular feminist revision of a traditional poetic form, they tell the story - sometimes raunchy, sometimes crushingly sad - of a strong protagonist and the predicament she's in.

Information And Communication Technologies In Tourism 2003

Autor: Andrew J. Frew
Publisher: Springer Verlag
ISBN: 9783211839102
File Size: 51,25 MB
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This collection of papers presented at the 10th ENTER Conference represents a unique opportunity of sharing knowledge with researchers bridging the fields of travel and tourism as well as information and communication technologies. The conference theme "technology on the move" reflects the currency of mobile and location based services – ambient technologies, however, above all, ENTER is about inclusivity. Its key objectives are to exchange experiences on new research issues and to encourage informed and cross-fertilized research activities. 50 papers on important subjects pertinent to the crossover of IT and tourism, such as Mobile Services, Virtual Communities, Travel Advisory Systems, Hotel Systems, Usability Issues, and many more show the vitality of research. All papers have undergone a two round double blind review process – therefore, the proceedings represent once more the major authority on the state-of-the-art of IT & Tourism.

Made In Sicily

Autor: Giorgio Locatelli
Publisher: Harper Collins
ISBN: 0062130382
File Size: 43,91 MB
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From Giorgio Locatelli, bestselling author of Made in Italy, comes an exquisite cookbook on the cuisine of Sicily, which combines recipes with the stories and history of one of Italy’s most romantic, dramatic regions: an island of amber wheat fields, lush citrus and olive groves, and rolling vineyards, suspended in the Mediterranean Sea. Mapping a culinary landscape marked by the influences of Arab, Spanish, and Greek colonists, the recipes in Made in Sicily showcase the island’s diverse culinary heritage and embody the Sicilian ethos of primacy of quality ingredients over pretentiousness or fuss in which “what grows together goes together.”

The Management Skills Book

Autor: Conor Hannaway
Publisher: Gower Publishing, Ltd.
ISBN: 9780566076824
File Size: 14,13 MB
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This work is designed to support managers in their everyday work. It offers practical guidance in over 100 descriptions of key management skills. The manager can look up the subject he or she needs and then apply the ideas immediately. Both new and experienced managers should find it useful.

Getting Respect

Autor: Michèle Lamont
Publisher: Princeton University Press
ISBN: 1400883776
File Size: 35,99 MB
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Racism is a common occurrence for members of marginalized groups around the world. Getting Respect illuminates their experiences by comparing three countries with enduring group boundaries: the United States, Brazil and Israel. The authors delve into what kinds of stigmatizing or discriminatory incidents individuals encounter in each country, how they respond to these occurrences, and what they view as the best strategy—whether individually, collectively, through confrontation, or through self-improvement—for dealing with such events. This deeply collaborative and integrated study draws on more than four hundred in-depth interviews with middle- and working-class men and women residing in and around multiethnic cities—New York City, Rio de Janeiro, and Tel Aviv—to compare the discriminatory experiences of African Americans, black Brazilians, and Arab Palestinian citizens of Israel, as well as Israeli Ethiopian Jews and Mizrahi (Sephardic) Jews. Detailed analysis reveals significant differences in group behavior: Arab Palestinians frequently remain silent due to resignation and cynicism while black Brazilians see more stigmatization by class than by race, and African Americans confront situations with less hesitation than do Ethiopian Jews and Mizrahim, who tend to downplay their exclusion. The authors account for these patterns by considering the extent to which each group is actually a group, the sociohistorical context of intergroup conflict, and the national ideologies and other cultural repertoires that group members rely on. Getting Respect is a rich and daring book that opens many new perspectives into, and sets a new global agenda for, the comparative analysis of race and ethnicity.