The Branded Customer Service Toolbox

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Foreword		Part I		Part II		Part III

Chapters
10.  11.	Great Brands are Supported from Within: The Role of Management Selling in a Branded World: Linking Your Brand Proposition to Your Sales Messages
12.	The Tool-Box of On-Brand Exercises

Once you have defined your Brand DNA, you need some tools to ensure your brand has the best chance of actually being delivered by your staff.

This part of the book provides you with dozens of sample exercises you can conduct with staff, so your brand promise will be understood in a way to more likely be delivered. This part of the book also explores how your sales process can be integrated into the total brand delivery process.

     Joe Callaway, author of Becoming a Category of One

	Branded Customer Service - The New Competitive Edge Authors: Janelle Barlow, Ph.D. and Paul Stewart Berrett-Koehler Publishers, Inc., 235 Montgomery Street, Suite 650, San Francisco, California 94104-2916 www.bkconnection.com ISBN: 1-57675-298-4, 1st Edition, Hardcover, Trim: 6-1/8 x 9-1/4. 264 Pages. U.S. Price $27.95 Copyright © 2004 by Janelle Barlow, Ph.D. and Paul Stewart
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