Customer service ...

Quote:

Originally Posted by Gilbert

I agree. If a salesperson did understand this concept then why would he/she ignore customer service and the repeat/referral business that comes with it?

I think it happens because of the flsw in the compensation structure. Marketing, sales and customer service make up what we call business development. It is an integrated whole. Yet, the three groups of people (marketing, sales and customer service) are paid differently.

Of course, they fail to work as a team. They work as a group of individuals pulling the departmental cart in a milliion different direction. And what is the result: Sky-high talent attrition, leading to sky-high customer attrition. What gets rewarded, gets repeated. Individual sales get rewarded, so people spend their time chasing new prospects.

Quote:

Originally Posted by Gilbert

I agree. If a salesperson did understand this concept then why would he/she ignore customer service and the repeat/referral business that comes with it?

I really think that it is because a lot of salespeople don't know better. Most people want to do a good job even if it means they may have to spend a time doing commission free customer service. I think that many sales people want to take care of their customers problems, the just haven't been trained as to how.

Quote:

Originally Posted by Doc MC

I think that many sales people want to take care of their customers problems, the just haven't been trained as to how.

I agree that this for the most part is a training issue.

Quote:

Originally Posted by Gilbert

I agree that this for the most part is a training issue.

I think it is even more of a structure issue. The sale is made and then the new client is handed over to a client service rep. Imagine! There is a relationship between the salesperson and the client, but now there is a new person in the picture: The client service rep. And the sales rep is forced to bow out and go chasing his next commission.

Thoughts?

Quote:

Originally Posted by Bald Dog

I think it is even more of a structure issue. The sale is made and then the new client is handed over to a client service rep. Imagine! There is a relationship between the salesperson and the client, but now there is a new person in the picture: The client service rep. And the sales rep is forced to bow out and go chasing his next commission.

I agree, people like to deal with people they know. I guess it's a little of both structure and training.

Quote:

Originally Posted by Doc MC

I agree, people like to deal with people they know. I guess it's a little of both structure and training.

And Idare also to say that training is not so much about sales per se, but rather coaching on "soft topics" on the salesperson, like self-esteem, self-worth, self-imange, accountability, being a straight-shooter, being honest, courage, integrity, etc.

Unless the person is "whole and healed", sales training is useless. First we must become the right "beings", and only then we can learn specific skills.

Liars with great sales training are still liars. All right. They are used car salesmen.

I believe an honest, accountable person, using a customised [Person's name] sales system can be a successful salesperson.

Thoughts?

Quote:

Originally Posted by Bald Dog

I think it is even more of a structure issue. The sale is made and then the new client is handed over to a client service rep. Imagine! There is a relationship between the salesperson and the client, but now there is a new person in the picture: The client service rep. And the sales rep is forced to bow out and go chasing his next commission.

Thoughts?

Just because a client is handed over to a client service rep doesn't mean the salesperson has to bow out.

IMO, if the salesperson does bow out then this would demonstrate either a lack of understanding [training] or a lack of relationship.

Quote:

Originally Posted by SalesGuy

Just because a client is handed over to a client service rep doesn't mean the salesperson has to bow out.

IMO, if the salesperson does bow out then this would demonstrate either a lack of understanding [training] or a lack of relationship.

I think salespeople bow out because their sales managers push them to chase the next sale. And they also chase the next commission cheque.

Quote:

Originally Posted by Bald Dog

I think salespeople bow out because their sales managers push them to chase the next sale. And they also chase the next commission cheque.

I've worked for a few sales companies already and not a single one has provided customer service training. It has all been about selling.

Thanks for the thread. I learn something new every day.

Quote:

Originally Posted by Bald Dog

I think salespeople bow out because their sales managers push them to chase the next sale. And they also chase the next commission cheque.

That is why my sales people continue to get commission checks every time a subscriber renews. That is the easiest money known to man and it motivates sales reps to keep caring about their customers after the initial sale.

Customer service ...

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