MISLIŠTE Sanja Gomuzak

Selling is often seen as a skill to be taught, a script to be followed. But what if the biggest obstacles to a sale aren't about *what* to say, but about what *isn't* being seen or felt? Sanja Gomuzak, drawing on fifteen years in mystery shopping, argues that most businesses struggle with the most basic elements of service because they're trying to *teach* what needs to be *internalized*. She uncovered a pattern: clients knew what was wrong with their sales staff, but not "what now?" That question became the foundation of her advisory firm, Sofis Savjetovanje, and her new program, "Šoptači prodavačima" (Whisperers to Salespeople). Sanja shares why the first seven seconds are far more demanding than most salespeople realize, and why even the most basic "hello" often fails before it's even attempted. Her perspective challenges the conventional wisdom of sales training, showing that the path to better service begins not with new techniques, but with a profound shift in awareness. You'll walk away questioning how much of your own customer interaction is truly visible, and how much is being sabotaged by unseen priorities.