T. Scott Gross - Outrageous!: Unforgettable Service...Guilt-Free Selling

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title	:	Outrageous! : Unforgettable Service--guilt-free Selling
author	:	Gross, T. Scott.
publisher	:	AMACOM Books
isbn10 | asin	:	0814479863
print isbn13	:	9780814479865
ebook isbn13	:	9780814424285
language	:	English
subject	Selling, Customer services.
publication date	:	1998
lcc	:	HF5438.25.G758 1998eb
ddc	:	658.8/12
subject	:	Selling, Customer services.

Page iii Outrageous! Unforgettable Service... Guilt-Free Selling T. Scott Gross

Page iv This book is available at a special discount when ordered in bulk quantities. For information, contact Special Sales Department, AMACOM, a division of American Management Association, New York, 1601 Broadway, New York, NY 10019. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Gross, T. Scott. Outrageous! : unforgettable serviceguilt-free selling / T. Scott Gross. p. cm. Includes index. ISBN 0-8144-7986-3 1. Selling. 2. Customer services. I. Title. HF5438.25.G758 1998 658.8' 12DC21 985611 CIP 1998 T. Scott Gross. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, New York, 1601 Broadway, New York, NY 10019. Printing number 10 9 8 7 6 5 4 3

Page v This book and everything I do is dedicated to the one I love... Melanie. (But you can call her Buns!)

Page vii Contents Foreword ix 1 Guilt-Free Selling 1 2 Positively Outrageous Service! 11 3 Four Steps: Hard Serve, Soft Sell 33 4 That's Why There's Hell! 49 5 Selling Commandments for Service Fanatics 59 6 Trends and More 89 7 The People Part 109 8 Leading the Team 123 9 Emotional Labor 139 10 Two-Way Street to Emotional Labor 151 11 Developing Customer Eyes 163 12 Big Mouth 175 13 Things Servers Have to Know 183 14 Opening Lines 197 15 POS Stories 219 16 POS Marketing 237 17 WOWs and Bloopers 247 T. Scott Speaks 279 Index 281 About the Author 289

Page ix Foreword Don't buy this book unless you want to change the way you think about doing business. Maybe you shouldn't even buy this book unless you are willing to rethink the way you think, the way you relate to your family, even who are. Positively Outrageous Service isn't so much an idea as it is a way of life. Business, that is, work, is supposed to be fun. If that doesn't sit well with you, better spend your bucks on more appropriate reading, perhaps something on Trends in Service in the Twenty-first Century... (yawn). POS is fun. And when you are doing it right, work is supposed to be fun. Work should fill you with joy and make you feel good. What if Shirley MacLaine is wrong and you really do only go around once? Wouldn't you like to get it right this time?

Page 1 One Guilt-Free Selling "As long as employees see selling as a thinly veiled opportunity to bend a customer over the cash register so that he can be frisked, the really good folks will continue to avoid selling like the plague."

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