How Big is Your Sales Force?

How many people work in your company? Every person earning a pay check is a member of your sales team. 

No, not every employee will be cold-calling prospects and closing deals, but they will all have the opportunity to use other, very important, sales skills. 

Every one of them will have the opportunity to interact with prospects and to exhibit the skills that lay the foundation for every sale. 

These skills are... the ability to observe behaviors, to ask questions, to empathize and, finally, to assist in providing a solution. 

As the leader, or a leader in your business, you must ensure that your people are continually on their game. When a prospect walks through your door, the person greeting that prospect should immediately be assessing the person's demeanor, asking the right questions, deducing what that prospect needs, and then, they must either satisfy that need, or start the process of satisfying that need.  

Too many times people become concerned with their own "kingdom" and neglect to concern themselves with what will benefit the greater good of the company. 

Too many times, companies become departmentalized and, instead of working as a team for the greater good, each kingdom becomes focused on just doing their job and covering themselves so that they can remain blameless if something goes awry.

Here's an example of bad service and missed opportunity...

Last month, I had to take a product for service under warranty. First of all, it was not going to be a quick fix, so, instead of calling me to let me know, the "service" department advised me of the situation when I called to see what was happening after they had it for a week. Then I was told that the product would be ready the next day (a Friday) and that they would call me when I could pick it up. The following Tuesday, I received the call to pick up my item.  When I went to pick it up , I made an inquiry about purchasing an add-on product from the retailer, but, the "service guy" said "Um we don't have that." ... and that's that.

Behind me on the sales floor, two sales reps were engaged with other customers, but I'm sure that if the "service guy" had made the effort to ask them when they could get me the product I needed, they would have been happy to help. 

So, why the terrible service? 

Other than the fact that this store is the "only game in town" (no excuse!!), I would say that the service department got caught up in their service kingdom and forgot that selling products keeps them working.  As for them being the only game in town, their store is a franchise and I have found an alternate location that I will be patronizing in the future.

So what should have happened? 

First of all... I should have received a call giving me a status report... "Just wanted to let you know that we need to order a part and it's going to take a week." 

Then... after a week, I should have received a call telling me it's ready. 

Finally... when I arrived to pick up my item, the "service guy" as a member of the company wide sales force, should have noted that I was (surprisingly) interested in spending my money there, then asked the necessary questions so that he understood what I needed, and then he should have bent over backwards to ensure that I was satisfied with his proposed solution. 

That didn't happen... so, as a result, they've lost me and I will never recommend their location.

No Money Marketers simply can not afford to let situations like the one I experienced occur. It costs absolutely nothing to teach your people to observe, ask, empathize and assist your prospects and customers. On the other hand, the failure to do so could wind up costing everything!!