Selling on service calls

Midway Rotary Leverages Inside Customer Service to Cross-sell

Williamston, Mi. November, 2010. Midway Rotary Die Solutions, a leading manufacturer of rotary dies, contracted with Everest Training & Consulting to help generate revenue with the inside customer contact representatives. "We included our two inside customer contact guys in the sales training classes but their approach to customers is very different than our outside sales representatives" said Doug Edwards, Director of Sales & Marketing. "Our two customer contact guys know the customers, know the product line and we need them to be more professional and polished on customer service contacts. Ed developed a coaching approach with them where they initiate calls to follow-up on a request for quote that is non-threatening but can gather a lot of valuable information for future sales" said Edwards. "My objective was to initiate four calls per week on customers we haven't heard from in a year or two" said Camron Eddy, customer service representative. "In the first week I was able to have a telephone conversation on all four of my contacts and I don't think it was just coincidence that the next week we received request for quotes from two of them" said Eddy. "And contacting them to get more information when they do submit a request for quote has allowed a conversation about their objective in making the die request and I have been able to suggest other products to make their implementation more cost effective. I really feel like I am serving our customers and I sense they appreciate our consultative proactive approach" said Eddy.

Everest Training & Consulting is committed to enabling organizations to innovate to profitability: to apply critical sales, service and leadership skills to create a competitive advantage and to maximize each person's contribution through individual, professional, and personal growth. For further information contact Ed Pritchard at 734-455-4151.