As a travel services call center
manager put it, "You must keep focused on service first or customer
satisfaction is impacted.best-in-class.com/ .

INDUSTRY TRENDS

-- Despite the rising popularity of outdoor and lifestyle
centers, more than half (54 percent) of the retailers selected
enclosed shopping centers as the most productive retail format
for their company. Store
location (17 percent), convenience (14 percent), brands (14 percent)
and style (8 percent) also ranked among the top five responses.

customarily confero

"Training
focuses not so much on sales techniques as on active listening and probing
skills."
Learn more about customer service that results in higher sales by clicking
on the following link at http://www3. Network Chemistry is the first to undergo this rigorous evaluation
process for an integrated WIDP system.S. For more information, visit www.

acra csmonitor

C.

Retailers named merchandise selection as the No. For more information on Shopping in America consumer and
retailer surveys, visit www.

hindsight lowery

-- The aging population (24 percent), internet shopping (24
percent), rise in the tween market (17 percent) and rise in
the multicultural market (17 percent ) were selected by
retailers as the consumer trends likely to have the most
impact on retailing within the next five years.

objectively infotel

best-in-class.
Network Chemistry, the wireless security
experts , announced today that it has contracted with Electronic Warfare
Associates, Ltd. More than 20 countries now recognize
the Common Criteria as the official third-party evaluation criteria for IT
security procedures.

shopper confero

P. Macerich now owns approximately 77 million square
feet of gross leaseable area consisting primarily of interests in 76
regional malls.com

Services should involve some kind of interpersonal contact, customarily in-person or by telephone.

infotel microvideo

Since a
high volume of touch points occurs in service centers, many firms seek to
leverage their service center staff through developing employee capabilities
for cross selling and up selling.htm or contact
Connie Tillmann at (919 ) 767-9256 or at ctillmann@best-in-class.
Best Practice research reports cover numerous customer service specific
reports dealing with achieving world-class customer service from employing
differentiated service to promote return business to customer retention and
loyalty and developing and maintaining a world-class contact center.
The Shopping in America national survey series gauges consumers
and retailers on the latest retail business industry and shopping
trends.

PRESS RELEASE Network Chemistry Contracts With EWA for Common Criteria Evaluation of its Wireless Security Solutions

S.

All product and company names herein are trademarks of their respective
owners.

speedmark shopper

- Benchmark partners cautioned that introducing sales practices, goals
and incentive programs damages service quality unless service
excellence remains a prime focus.

ABOUT BEST PRACTICES, LLC
Best Practices, LLC, conducts work based on the simple yet profound
principle that organizations can chart a course to superior economic
performance by studying the best business practices, operating tactics and
winning strategies of world-class companies. "Most predict sales increases for 2005 and for the
critical upcoming holiday season. Additional information about The Macerich Company can
be obtained from the Company's Web site at http://www. RFprotect Distributed is a
wireless vulnerability assessment and rogue/intrusion prevention system for
protecting against wireless threats in and around enterprise facilities.networkchemistry.

hindsight redefining

Examples from the study reveal:
- Probing, relationship building and product knowledge and service
orientation, not sales skills are the cornerstone of service-sales
curricula for 99% of companies surveyed
- Interpersonal skills, such as active listening and trust building were
favored by 94% of the benchmark class as critical in converting service
reps to sales producers. Not all results are
stated in this news release and some are rounded to the nearest whole
number.

The Common Criteria Evaluation and Validation Scheme for IT Security
(CCEVS) (ISO 15408) standard of the National Information Assurance
Partnership (NIAP) evaluates IT product conformance to international
standards.

accessable suggestive

For more information call
919-403-0251 or visit http://www. Network Chemistry has received
numerous accolades, including the top score in SC Magazine's "Wireless
Security Group Test," as well as its "Global Award," and "5 Star Winner"
honors; Network Computing's "Best Value," for two consecutive years; and
802.

Mystery shopping is a service provided to businesses to give them feedback on the quality of their services , businesses, websites and/or personnel.

mystery michelson

ANTICIPATED SALES + EXPANSIONS

According to the survey:

Retailers expect an average 4 percent increase in same-store
sales for 2005 .

-- Retailers selected cost of living (27 percent),
gasoline/energy (25 percent) and unemployment (20 percent) as
the global issues likely to have the largest impact on the
American consumer in the next five years.

"Network Chemistry is recognized as the technical leader in the government
market at the federal, state, and local levels, and CCEVS certification
will accelerate our momentum ," said Brian de Haaff, vice president of
product management and marketing of Network Chemistry.

Network Chemistry's patent-pending technology and RFprotect family of
products provide a complete solution that seamlessly integrates with
enterprise network, WLAN, and security systems.

lowery acra

"

Following in order of importance to surveyed companies are product
training, 88 percent; service skills, 88; fact-finding/probing, 85; selling,
83; sales closing, 81; and sales messaging, 64., (EWA) to perform Common Criteria (CC) evaluation for its
RFprotect system for wireless intrusion detection and prevention
(WIDP).

inquire shoppers

best-in-class.

-- About 50 percent of retailers predicted that the mergers would
have mixed results for the involved department store chains.

About Network Chemistry

Network Chemistry is the industry standard for securing wireless networks,
data, and users .

hilli lowery

S.

microvideo objectively

A
quarter of those surveyed said it will have a strong effect. Certification
will further assure both government and enterprise customers that our
enterprise-class solution is the industry's most robust and has been tested
to the highest criteria.

Web-only mystery shopping is a possibility as well.

shoppers objectively

Retailers indicated average company expansion plans of 9.

-- The majority (44 percent ) said recent department store chain
mergers will have a moderate effect on their business.
Another 35 percent said it would be of little or no help. The
evaluation employs criteria developed by the NIAP, a U.

chek hindsight

"Transforming Contact Centers Into High-Performing Sales Channels:
Building Service That Sustains Sales," is available
at http://www3. Interestingly, the sales-specific skills were
considered least important."

Network Chemistry and EWA have signed an agreement to carry out the
evaluations in EWA's accredited IT Security Evaluation & Test Facility. Department of Defense (DOD) must be CCEVS certified, and many
other government agencies and organizations look for CCEVS certification to
ensure they are purchasing products that will meet their security needs .

objectively schryver

accessable sleuths

CHAPEL HILL, N., Leading companies seek to
maximize all their customer touch points to drive sales and revenue.com/rr483.

Retailers Speak out on Industry Trends and Economic Impacts During ICSC Conference; First ``Shopping in America'' Retailer Survey Released

4 percent rise, compared to last year.1
percent for their company in 2005."

ECOMOMIC IMPACTS

-- About 65 percent predict the economy will stay about the same
throughout 2005. government
initiative established by the National Institute of Standards and
Technology (NIST) and the National Security Agency (NSA).

This category is NOT for sites which essentially sell a list of mystery shopping companies or otherwise claim to have some 'secret' to success as a mystery shopper for the right price.

inquire shoppers

Sales
training modules teach agents to "identify sales opportunities through
providing customer service," observed a call center executive.

As for upcoming holiday sales, retailers predict an average
5.biz
The Macerich Company is a fully integrated self-managed and
self -administered real estate investment trust, which focuses on the
acquisition, leasing, management , development and redevelopment of
regional malls throughout the United States. Certification helps federal, state, and local governments select
products that meet their security requirements and helps manufacturers gain
acceptance in the global marketplace. All products sold
to the U." The company is headquartered in Redwood
City, California.

michelson acra

htm , highlights leading-edge tactics
used by companies to build successful and profitable customer service.
One financial services company presents a good case example: this company
marries service and sales as an integrated approach to customer service.

Business Editors
ICSC Conference

LAS VEGAS----Retailers revealed a
positive industry outlook through the Shopping in America: Spring 2005
Retailer Survey, conducted opening day of the annual International
Council of Shopping Centers (ICSC) convention in Las Vegas .macerich. "Our award-winning
suite of RFprotect solutions already meets the stringent security
requirements of the government market by ensuring that agencies can protect
themselves in a comprehensive manner from wireless threats. Finally, RFprotect Mobile is a portable laptop-based
analyzer for automating site surveys, security assessments, and incident
response. More than 300 of the world's most successful enterprises
and demanding government agencies trust Network Chemistry's wireless threat
protection solutions to prevent attacks, detect vulnerabilities, intrusions
and policy violations, accelerate incident response, and conduct surveys
for wireless LAN deployment planning.11 Planet's "Best of Show.

Generally this is done by employing persons who visit the business, conduct transactions, and then provide a report on their experiences.

dsg lowery

Winning Customer Service Techniques: Improving Customer Service While Increasing Sales

Known for
seasonal consumer shopping reports, the Shopping in America survey,
conducted for The Macerich Company (NYSE:MAC) by August Partners,
expanded for the first time this week to include the insights of
retailers representing 54,475 specialty shops, restaurants and other
retail units with 36 brands nationwide. 1 issue for
American shoppers, (selected by a third of respondents). The seasonal shopper intercept surveys are conducted in
regional shopping centers throughout the U.
RFprotect Endpoint protects mobile devices on the road by actively
enforcing policy to thwart threats and prohibit risky wireless
configurations.

speedmark accessable

com/rr483.com .

infotel redefining

They are told to look for opportunities to further assist the
customer, and our service agents have accepted this well.

"Retailers are forecasting a positive outlook and a steady economy
at a time of new trends within the retail industry," said Garry
Butcher, vice president of marketing and consumer research for The
Macerich Company. The Company is the sole
general partner and owns an 81% ownership interest in The Macerich
Partnership, L.com or
call 1-888-952-6477.

mystery shopper

Another 17 percent said it will have no effect at all; while
others were not certain of its impact. The 2005 Spring Retailer
Survey was conducted at the ICSC Spring Convention in Las Vegas among
retailers representing 54 ,475 operating units.shoppinginamerica.

schryver kinesis

---

- - kjjkjk

Loading...

(Note: These pages use the Atlas Content Safeguard System (ACSS) and require that Javascript is enabled for viewing.)