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  • Business, Retail and Customer Service Experience expert Doug Fleener is president and managing partner of Sixth Star Consulting, a consulting firm in Lexington, MA.

    As the former director of retail for Bose Corporation and an independent retailer himself, Doug has the unique experience and ability to help companies of all sizes.

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October 29, 2009

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I was just having this conversation with my business partner yesterday on the phone, and we touched on the points you brought up. Related is how less successful sales reps tend to fall back on the relative security of talking about features or benefits rather than putting themselves out there to try and understand what the customers desire's or needs are-- and ultimately find that authentic connection you are talking about.

Also, just found your blog today and I'm so excited to have found a blog on retail that's fun and entertaining. Bravo! You're in my reader.

Good point Dan. It's easiest to ignore the customer, and it takes more work to talk features and benefits, but ultimately the best thing we can do is to get to know the customer.

Welcome aboard!

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