A high percentage of reps and managers believe that selling focuses on manipulating the customer, not serving the customer. Here lies the problem and the hidden solution to motivating your CSRs to sell.

We Start with the Heart

We begin by reframing the rep’s role. They learn their goal it’s not to sell but to serve. Selling isn’t about manipulation but rather proactively ensuring the customer is educated, and all their needs are met – stated and unstated.

Everyone wins. Reps are happy, customers are happy, average handle time drops, and revenue per call increases.

Then We Make It Easy to Serve

With a new set of lenses, reps learn to transition from:

• Reactively responding to a customer’s stated needs to proactively leading the call.
• Asking, “you want fries with that?” to having a consultative dialogue with customers.
• Making a few scripted offers to developing a unique recommendation for every customer.
• Avoiding the tough questions to delivering the truth about why their recommendation is in the customer’s best interest.
• Being uncomfortable with closing to offering the best option for advancing the call.
• Meeting the customer’s service expectations to exceeding expectations.