Service Is Sales

There has never been a more important time for service reps to embrace their alter ego. Regardless of the operational job you signed up for, you are in sales. From day one of your position, you became the unsung sales heroes. You are part of a team that is essential for the survival of continued and growing revenue at your company.

I often hear those in operations communicate their desire to never be in sales, but the irony is they are selling each and every day as they interact with clients. I've itemized the top ways elite service reps sell. While mastering the below might land you a sales position by title, it's necessary for everyone in service to hone their sales craft in four key areas.

1. Sell Clients On Continued Service -This becomes the most important sales job for every service rep. Without adequate customer service, a client is lost and this on-going revenue disappears from the company. This is not limited to providing the services that were promised to the client. The rapport, knowledge and excitement about one's product further sells each client on a continued relationship. You are the voice of the company, and your job is to sell the on-going benefits.
2. Sell Clients On Expanding Service -The number one reason a client leaves is for an additional product that they did not know you had. You are doing a disservice to your client if you aren't keeping your customers informed on products they aren't signed up for. Not only is it vital to maintain your client base, it's an important aspect of the company's revenue growth. Take time on each call to make clients aware of your entire suite of services.
3. Sell Clients On Referring Business -The greatest compliment of a job well done is referring additional business. Elite service representatives not only receive unsolicited referral business, but cash in on their relationships for the growth of the company. Asking your clients to refer you business allows you to receive immediate feedback on your client's satisfaction. An ecstatic client will go out of their way to refer their friends and family. Elite service reps create raving fans and solicit them to do just that.
4. Sell Clients On Not Leaving -No matter how great the product or service, clients will still be enticed to go elsewhere through a new sales representative or promotional offer. When a client notifies their service rep they are leaving, a new sales process is born. While it may require getting the original sales representative involved, the "sale" operations needs to achieve is preventing the loss of the client. An elite service rep will do everything they can to hold onto their customer.

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