I’m in a quandary as what to do and could use your opinions! I manage a hybrid inside sales/customer service team which is paired up with our outside sales team. This has worked very well for us in the past. We have a strong repeat business model with many of our customers. With our hybrid inside sales/customer service model it has allowed us to build strong relationships with our customers through great customer service which continually swings business our way. In the past we have done a good job in add-on sales to those calls as well as made a good amount of outbound sales calls to other customers. The challenge I’m facing now is that our reps are choosing to spend more time with customer servicing the accounts (path of least resistance) then proactively calling customers to sell. I need to find a way to change this or modify the structure. I know a hybrid sales/cust service model is not ideal. Thanks for any advice.

Posted by: Scott Stoll
Posted: September 8th, 2015
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