Press Room

Selling Services On the Phone – The Salesperson as Teacher

The telephone salesperson has a special set of challenges selling services. They are selling something which is intangible and has heterogeneity. Where strict uniformity is celebrated with products, the ability to customize, adapt and differentiate is praised with services. These salesperson challenges include teaching customers their roles. Because customers often participate in the consumption of […]

Selling Services On the Phone – Bulletproof Sales Cycles

Service sales managers must help their salespeople construct bulletproof sales cycles. Services by their nature, often have some features that can be independently verified, some features that must be experienced to be understood, and other features where the buying organization must trust the selling organization. For example, a selling organization of Certified Public Accountants can […]

Selling Services On the Phone – Positioning Your Service

A sales manager for a selling organization selling services or a product organization that is adding or expanding a service offering, must consider carefully how these services are positioned in the marketplace. Many services are experiential, they need to be experienced to be evaluated and enjoyed. Therefore, careful positioning is extremely valuable to provide a […]

Selling Services On the Phone – Validating Service Features

Services by their nature, often have some features that can be independently verified, some features that must be experienced to be understood, and other features where the buying organization must simply trust the selling organization. For example, a selling organization of Certified Public Accountants can proudly display their CPA certificates on the wall, on their […]

Selling Services On the Phone – The Mechanics

Customers evaluate services differently than products. For example, a few years ago, a relative of mine went in for heart surgery to have a pacemaker installed. When I asked her about the experience when she returned home, she told me the nurses were great but the food wasn’t very good. As we talked, I smiled […]