Understand that rejection is a natural part of the sales and service process. It's also not personal....the prospect is rejecting an idea, not you.
It's not all about YOU! Stop over using the word "I" in your presentations. Choose wording that involves the customer in the conversation and decision.
Do your customer-facing team members understand the differences between features and benefits?
Blog entry describes the subtle art of using "soft-questions" to up-sell, cross sell and invite customers to do more business.
Explores the importance of open-ended questions when assisting customers.