Communications—Inside Selling and Telemarketing
Customer service departments have done considerable selling over the years, but it has generally been informal and randomized. Customer service reps taking orders might occasionally suggest increasing order size to take advantage of a price break. Or, they might recommend a substitute product in place of one not currently in stock. A senior rep might know some customers who would buy seconds at a discount or refused shipments or surplus inventory. And even though the terms “customer service” and “inside sales” were used more or less interchangeably, it was generally understood that selling as an organized, structured activity was the responsibility of the field sales department. Indeed, the relationship between the “inside” and the “outside” was often strained and frequently characterized by a “hands off my accounts!” attitude on the part of field salespeople.
KeywordsCustomer Service Selling Activity Price Break Sales Personnel Practical Handbook
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