This chapter lays the foundation for the topic of "Authentic and service-oriented selling". First of all, it is made clear why the famous first impression is fundamental and how quickly you can make a negative first impression. It also explains what customers are and how they feel and what their expectations...

This chapter sheds light on the idea itself and dispels some misconceptions about the success of brainstorms. It explains why you should take time for ideas. We also give you an initial impulse for creative work.

Videos are more popular than ever these days. No wonder – many people find it much easier to be passively fed information in the form of a video than to consume information themselves by reading a text. Video learning units are therefore particularly popular when it comes to learning...

This learning unit presents ideas on where and how you can encourage complaints in your company. A high number of complaints will help you to improve, so it is important to generate customer feedback at critical points and in certain situations.

This learning unit lays the foundation for the topic of "Dealing with complaints". The definition of what complaints are and, just as importantly, what complaints are not. Furthermore, the importance of viewing a complaint as free "quality advice" and actually being able to be happy about it is conveyed.