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Selling Through Tough Times

Utilizing Customer Experience as a Sales Tool

Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times.

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Top Takeaways:

  • When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.
  • Certainty and stability are important to your customers. This should be seen in your brand’s messaging and felt in your customer’s experience.
  • During times of uncertainty, customers want consistent and predictable experiences that meet their standards.
  • Companies have the opportunity to enhance their overall customer experience during tough times. Ask your customers the question, “What’s missing from our current solution?”
  • Every person in an organization should be asking themselves, “What else can I do for the customer?”


“The best sales tool you can have is a great customer experience.”

“Tough and uncertain times are one of the greatest opportunities to strengthen your relationship with your customers.”

“It pays to be there for your customers. They expect support from the brands that they choose to partner with.”


Paul Reilly is a professional speaker, sales trainer, and author. He coauthored Value-Added Selling, fourth edition, and authored Selling Through Tough Times. Reilly also hosts The Q and A Sales Podcast, where he answers the most pressing questions facing today’s sales professional.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. What is value-added selling?
  2. How do you turn customers into partners?
  3. How can businesses thrive during uncertain times?
  4. How does customer experience impact sales?
  5. What do customers expect from companies during tough times?

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