Baker Communications, Inc.
Baker Communications, Inc.
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  • All selling begins with the customer. That's a given in our selling methodology. From there, the best sales methodology and process are going to have a lot to do with your industry, your unique market positioning, and your unique customer profile. That's where it all begins.

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Many presenters tend to concentrate their preparation on getting the words just exactly right. However, researchers have demonstrated that most of the impact of your message comes from other aspects of your communication than just your words. Whether they realize it consciously or not, your audience is assessing everything about you when you are speaking

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • “Would you like fries with that?” Upselling and cross-selling can be extremely effective ways to increase revenue and raise the value of a single customer. The key to doing either one successfully is demonstrating to the customer that they will benefit from the purchase, convincing them that the value they will get is worth the

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • If you’re trying to build positive business relationships while also protecting your own interests, it can sometimes seem like a fine line to walk. What if you find yourself negotiating with a new, unknown business partner you aren’t sure you can trust to work for a win-win outcome and a positive partnership? How do you

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • At many companies, customer service positions – particularly phone support – are entry-level jobs. Many people actually begin their work careers in customer service, fielding calls and complaints in what can be an emotionally demanding position. It’s unfortunate that at some employers, this seems to lead to a call center filled with warm bodies –

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Most sales professionals realize the importance of differentiating themselves from the competition. The question is, just what affords them that competitive advantage? Many sellers tend to focus on the features of their products and services as the primary differentiating factors in their market. As a result, these salespeople often spend their customer interactions enumerating those

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Ah, it’s time for the dreaded Q&A session at the end of your presentation. Even when having a question-and-answer session seems like a good idea – and it isn’t always – there are a number of things that can go wrong. We have all been present for a post-presentation Q&A that kept going on and

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • You’ve probably heard some variation of the truism: People leave managers, not companies.  People don’t quit jobs, they quit managers.  Most people quit their boss, not their job. It sounds a bit flip, but it’s at least half true. According to Gallup, 50% of employees leave companies to get away from their boss. Flawed management

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • It’s happened to almost all of us at one point or another. Your to-do list is overflowing. You have work obligation, family obligations, and social commitments coming out your ears. There are things you need to handle at home and at the office, and deadlines re looming. You’re under pressure from every direction. And in

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Slideshow design – like fashion, architecture, or web design – has its trends that vary over time. What are we seeing the prominent presenters and PowerPoint mavens doing so far in 2017? What’s Hot: Flat Design What’s Not: 3-D Shapes For a long time, we have been manipulating all our shapes and images with shadows,

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • How many times have you bought a product or engaged with a company based on their marketing? Have you ever been disappointed that it did not live up to the hype? This has happened to almost everyone at one time or another. From late-night infomercials that promise to deliver an amazing, revolutionary new product for

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • The party across the table looks unhappy. “Look, I don’t think this meeting is really getting us anywhere,” he sighs. “We’ve been stuck on this one point for an hour and a half… Why don’t we call it a day, and maybe we can try again later?” As he silently starts to gather his papers

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post

Work is a Gas

  • I had an epiphany recently. I realized that “work” isn’t an activity, or an abstract concept. It’s a gas. Okay, I know, but hear me out. If you have at least, say, a fifth-grade education, you probably know that one of the most distinctive properties of a gas is that it expands to fill the

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Take a Time Audit. Use a calendar spreadsheet to record everything you do for a week and how much time is spent on each activity. Most people are surprised to discover that they aren’t spending most of their time where they think they are. This is a great way to discover time sinks and assess

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • We all know how it goes in a traditional presentation – you stand up at the front of the room, you go through your slideshow, you talk. Eye contact, body language, and delivery skills are major factors in your success. But how do presentations work when your audience isn’t in the same room – or

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Win-Win Negotiating 101: Inexperienced negotiators sometimes attempt to practice “win-win” negotiation, only to find themselves with the short end of the stick. They may be too eager to grant valuable concessions to the other side in their honest effort to achieve a win-win outcome. The problem is that giving away the farm only results in

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Dealing with unhappy, frustrated, and angry customers is way down on the list of things most people enjoy doing, probably somewhere in the same vicinity as getting a root canal. Something we often fail to recognize, though, is what a fantastic – even priceless resource those angry customers actually are. Think about it: who is

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Everywhere you look these days, people are talking about using “stories” to present information. Storytelling is apparently the magic bullet to make all your reports riveting, your sales pitches irresistible, and your presentations Oscar-winning performances. As is often the case, all this hype around the method isn’t always accompanied by good explanations, which may leave

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post

New blog articles detected.

  • Analog Strikes Back: Is Non-Digital Productivity Planning Better?

    You sort your email using colored flags and labeled boxes. You track appointments in Outlook. You have an Excel spreadsheet for your budget, and reminders scheduled on your smartphone. Your productivity planning is on point. Except that everything is in different places. You haven’t come up with a good, consistent way to keep track of

  • What IS Win-Win Negotiating?

    We spend a lot of time talking about “win-win” negotiations, but there are some prevalent misconceptions around that terminology. Win-win doesn’t mean being so nice that you give away the farm. It’s simply a way of reframing negotiation in terms that are not zero-sum. The Zero-Sum Game The traditional view of negotiations is something like

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • “I’m not really sure what my manager expects of me.” “Every time my manager wants to talk to me, my heart sinks. It’s never good news.” “I wish I knew if I’m doing okay at my job.” “I only hear from the boss when I make a mistake.” Managers and leaders have a tendency to

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • Sometimes negotiations come to standstill.  Both parties are exhausted from trying to reach an agreement that seems impossible to achieve.  Frustration is rising and tempers are flaring.  Is there any way past this huge roadblock? Here are ten strategies to try when you find yourself stuck in a negotiation that doesn’t seem to be getting

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post

New blog articles detected.

  • Your Body Talks: Nonverbal Cues in Presentations

    When you speak before an audience, they perceive more than just your words. They see your clothes and your haircut. They notice how confidently you move, and hear whether your voice is calm or agitated. They feel a connection when you make eye contact. Consciously or not, they make assessments about your professionalism, and even

  • Time Management for Both Brains

    So, your boss has enrolled the entire department in a time management training course … again. Wasn’t it just 18 months ago that you went through this before? Actually, you did come away from that last course with some very helpful insights on prioritizing projects and organizing information more effectively. Yet, your desk is still

  • What Is “Customer Service”?

    There are endless definitions of what “customer service” really means, and guidelines for what it involves. It might be time to consider the term as self-defining; perhaps customer service entails, quite simply, serving your customers. Unfortunately, many businesses have a tendency to view their customer service processes from an inside perspective, placing emphasis on reducing

  • Negotiating Under Time Pressure

    It’s the end of the quarter, and Don’s sales numbers aren’t quite what they should be. Don has been hopefully working with a big customer over the past two months to nail down a contract that, if won, would put him well past quota. His director has been putting a ton of pressure on him

  • 8 Essential Tips for Negotiating Internally

    When you think of negotiation, you probably think about external negotiations – those that take place between your company and your customers, suppliers, business partners, and other outside firms. It can be easy to forget that a majority of negotiations take place internally. Your group may have to negotiate with management about the budget for

  • Managing Millennials

    Millennials are expected to make up approximately half of the U.S. workforce by 2020. Millennials are the most highly educated and culturally diverse group of all generations, and have been regarded as hard to please when it comes to employers… – Wikipedia The most recent arrivals to the current workforce are members of the generation

  • Using Data in Presentations

    In the course of business, a lot of us have to give presentations that rely heavily on data that may or may not be transparent to our audience.  Data-driven presentations can be very compelling; people have implicit trust in numbers, and are frequently persuaded by charts and graphs, as long as their meaning is clear.

  • Effective Management Starts With You

    Managing others is a difficult job. No one who has ever tried to get even a small group of people to work together toward a common goal is likely to dispute that point. Of course, many of us have a hard time even managing ourselves. How can we be expected to lead other people if

  • “Moments of Truth” in Customer Service

    How do customers make judgments about their experiences, and whether or not we have provided them with quality customer service? According to Karl Albrecht and Ron Zemke’s seminal customer service work, Service America: Doing Business In The New Economy, what really makes or breaks a customer’s loyalty is a series of “Moments of Truth” –

  • Top Five Expert Tips for PowerPoint Design

    PowerPoint is like the hammer of presentation tools. Experts and amateurs, teachers and students, businesses and volunteer organizations – everyone uses slides when they present. For a tool that’s used by virtually everyone, though, there’s an awful lot of ways we can go wrong. At least when we’re using a hammer, most of us know

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • “Sometimes the wheel turns slowly, but it turns.” – Lorne Michaels For customer service representatives, sales representatives, and other customer-facing workers, it is sometimes easy to lose sight of the bigger picture.  We tend to approach each customer interaction as though it were an isolated incident, handle it, and move on to the next customer

Baker Communications, Inc.
Baker Communications, Inc.
Blog Post
  • ne·go·ti·ate – verb try to reach an agreement or compromise through discussion with others find a way over or through an obstacle or difficult path How often do we think about that other meaning of the word “negotiate” – the one that has to do with traveling through difficult or dangerous places?  When you’re sitting

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