Rotary Leverages Inside Customer Service to Cross-sell
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.