The big result in thinking through these issues is not the issuing of an edict that everyone is a sales person. Nor is it the unfounded belief that we are doing it right. The result that matters is a detailed definition of the interaction and role of every person affecting customer experience, from the front line to the back end pricing and finance people. Definition of that expectation provides clear definition to management, leadership, and the front line men and women serving customers. It means that everyone knows what they are supposed to do. Fail to provide that knowledge, and I guarantee you will not get the result. Provide that definition to a professional sales organization, and the green will begin to flow.
Filed under: Books, Complex Sales, Hopkins, Professionalism, Selling in Tough Times
