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I have been thinking recently as well as talking to some others about having a customer service rep in our open territories checking on customers and generating some business. We cover a fairly large territory and a major city and have not had all territories covered in quite some time. Obviously it is very hard to keep relationships with current clients in these open territories so I have been thinking about hiring a CS rep where their focus is 100% doing customer check ins as well as uncovering opportunities in these areas. 

 

Is is anyone utilizing a person strictly for this? My thoughts were to pay them a salary but also a split commission on deals they uncover, much like a junior rep would do for a senior rep in that's reps area. I'm curious to hear anyone's thoughts on this as its never enjoyable to go and try to upgrade a customer at the end of their lease and they say no or have already decided to go somewhere else because they never saw their sales rep after the initial sale. Had one about 2'years ago and she was practically in love with our company but said she could not buy from someone who couldn't even come by once in a while to check on her. Even told me to keep in touch and if we did she would be happy to at least talk to us and probably buy from us again when her lease is up in another year or two.

"If any of my competitors were drowning, I'd stick a hose in their mouth and turn on the water." - Ray Kroc

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I didn't realize this was from so long ago but we finally put this idea to work and it is working fantastic. We have a girl who is going out to customer accounts and checking in with them, seeing if they need anything, having issues etc. She has already uncovered several leads for more equipment and people who are needing additional devices. It fits her great because she does not want to do sales anymore.

People who want to provide quantifiable support for this should read the book From a Good Sales Call to a Great Sales Call by Richard M Schroder.

Disregard the name of the book. The real valuable part is the "Win/Loss Analysis System". The first line of the book is, " Understanding why a deal is won or lost is critical, yet most salespeople have little (if any) understanding of the true reason for winning and losing."

Why? Because even if they ask, they will seldom get the real reason. The book clearly outlines the benefit of having someone other than the salesrep to follow-up on all completed transactions, win or lose. 

In anticipation of future questions, the answer is no. After requiring all salesreps to read this book, the powers here never instigated the primary tenent of the book.

It really makes a ton of sense. How many sales people know how they are perceived by the prospect?. We all think we have that unique charm that meshes with all people.  Who is going to tell us to our face that we talk too loud or too fast? How many times have we confused the prospect but they were too proud to admit it? We might be a great listener but what if we are not perceived that way? If a sales rep is perceived as dishonest, pushy, self serving... shouldn't a company (and sales rep) want to know that?

There is no question in my mind that a Customer Service Representative that does post-decision interviews along with their other customer service responsibilities would pay for themselves.

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