Dr. Lakshmi Mohan
Service Reps Reluctant to Sell Products
The Solution: “Elevate this beyond the immediate transaction level. If I am a phone associate, my mission is to meet my customer’s needs. If I’ve got this great product, it might save a customer some money, or it might create convenience. If I’m committed to service, I should consider offering that product.”
In 3 months, Reps started to both service and sell during field calls.