An important aspect that is often forgotten about and not mentioned during employee evaluations – and sometimes not even considered in worker training – is sales skills. In a recent Inc. Magazine article, Jeff Haden explained why everyone from low-level employees to managers and CEOs need sales skills in order to help the business as a whole achieve greater success.
Haden described an encounter he had with an HVAC technician, when the worker came by his house for scheduled maintenance on the heat pumps. Upon noticing at the beginning that Haden was suffering from allergies, the worker completed his task and then took the initiative in offering more for his customer by explaining the benefits of humidifiers, and how they can improve the air quality in the house. In effect, it would ease Haden's allergies.
The technician explained specs, gave prices and knew the pros and cons of installing a humidifier in the upper level of the house and how it would impact the unit as a whole, Haden said. In addition, the worker used an iPad to schedule an appointment on the company's master schedule. Everything was done within five minutes, which Haden found immensely impressive.
A talented worker can provide detailed information on the spot, explaining in detail how a problem can be solved. Also, a good employee has the required tools to close the sale and doesn't need to bring in a salesperson to finish the job. After establishing a certain rapport with one worker, customers aren't always keen on explaining the situation to someone new.
"Identify specific ways your employees can solve problems or provide additional benefits," Haden wrote. "In short, generate additional sales and revenue – and give them the tools to complete those sales on their own."
An answering service is a perfect example of the above scenario. These professionals are ready 24/7 to assist customers in any way possible, through any means of communications – phone, email or text messaging.