Ask managers in most organisations if they would like to increase their revenues by 10% or more and we reckon most people would ‘bite your hand off’ or at least say ‘show me’.
There is a direct correlation between service excellence delivered by personnel and repeat business. There is a direct correlation between customer being offered more at a time when they want to buy and increased sales. Often the teams delivering product or delivering service recoil at the thought of having to offer anything more!. In their mind that could be selling. Yet that is not the way the customer sees it.
So the answer lies in changing perceptions of staff and to understand their role better as well as soft techniques that encourage the customer to consume order or buy more —at a time when they are susceptible. The alternative is not to sell anything to anyone !!! – hardly a sustainable strategy in business today.