Water Well Journal
Issue link: http://read.dmtmag.com/i/681918
view them as customer support or cus- tomer service people. Why do we need to train them on selling? Well, I believe the answer is obvious. They are talking to customers all day long every day. They have more cus- tomer contact with your customers than does any other group of employees. When a customer asks for the price, should you give the customer the price or should you engage them in a discus- sion on value? I believe that answer is self-evident. Similarly when they ask if you have a part, the question in response should be "When do you need to have the part?" Customer contact personnel also need to know how to deal with objec- tions, to avoid smoke screens, to make the objection specific, to provide com- pensating factors. Finally, they need to be able to close the order. The customer service argument is an important one. Selling and generating revenue is a critical need of every business. How well your customer contact personnel do their job is the critical element in both customer service and revenue genera- tion. Simple as that. How well do they do their jobs? Now we have tools that can provide these answers. Check it out. The time is now. WWJ June 2016 51 Twitter @WaterWellJournl ...the instrument of choice for professionals worldwide Water Level Meters s Well Casing Indicators Well Depth Indicators s Data Loggers s Temperature Meters Conductivity Meters s Interface Meters s Pressure Transmitters Tag Lines s Borehole Inspection Cameras Made in Canada www.heroninstruments.com s 1-800 -331-2032 Ron Slee is the founder of R.J. Slee & Associates in Rancho Mirage, California, a consulting firm that specializes in dealership operations. He also operates Quest, Learning Centers, which provides training services specializing in product support, and Insight (M&R) Institute, which operates "Dealer Twenty" Groups. He can be reached at ron@rjslee.com. WWJ