Selling doesn’t begin when a Tech is at the customer’s doorstep. It starts when your Customer Service Representative (aka CSR) answers the phone. All sales momentum either builds from that moment on – or it falls apart.
Nope! That’s why when teaching my Sales Power selling system I insist on spending time coaching the CSRs and, if I can get to them, the Dispatchers (aka DSRs) as well.
“Wait a minute!” you might be thinking, “The CSRs and DSRs aren’t selling…right?”
Wrong! CSRs and DSRs have the ability to sabotage sales at every turn if they’re not provided with a documented set of operation manuals and trained how to properly do their job . They need to know not just how to clear the dispatch board of calls but also to how to recognize and then maximize every sales opportunity.
To achieve this, never-ending weekly coaching and daily monitoring is more than a good suggestion. It’s a necessity. Why? Because CSRs and DSRs can either make a Tech soar or they can break them.
Don’t believe me?