"Sales and Service – Do They Mix? – Top Five Reasons Why"

There are certain things in corporate life that don’t mix well with Sales. Like Sales and Finance. Always seems to be a conflict there, i.e. “Why are you discounting the price?” Or Sales and Manufacturing, i.e. “Why did you sell it before we made it?” Or, my favorite, Sales and Marketing, “We paid for that lead, why can’t you convert on it?” While some might view this as conflict across the functional disciplines, I view this “conflict” as a healthy check and balance system for the corporate entity. It works if managed well by the senior leadership team. But what about the idea of Sales and Service? Are the two mutually exclusive? Should they compete with one another? Are they different disciplines?

My premise is this: Sales Pro’s should always be servicing, and Service Pro’s should always be selling. Dictionary.com defines Service as: an act of helpful activity; help; aid: to do someone a service. You are a Sales Pro, so you know how to define Sales. Can these skill sets be combined? I say they must. Here’s why:

1. Both Sales and Service Pro’s work with clients who have a need. No matter who we are, it is our job to fulfill it.

2. Prospects need to be assured that they will be serviced after the sale and judge that criteria based on their perceived level of service during the sales process.

3. Service Pro’s get the opportunity to engage with clients at a time of self-proclaimed need. After that need is satisfied, an opportunity presents itself to open up the conversation to uncover other hidden needs for an up-sell or cross-sell opportunity.

4. Sales Pro’s present and sell a solution that fulfills a need – is this not Service?

5. Interaction with a customer and/or prospect is a precious commodity. Sales and Service Pro’s are pressed up against the client or prospect and gain these interactions. Whether this interaction is for a sales or service purpose, it presents a wonderful opportunity to broaden the relationship. Take advantage!

I recently called my cable company for problems with a router. While they were quick to offer suggestions for a fix, they never asked me whether I was enjoying my experience with their offering. Like you, I receive marketing materials from them all of the time, only to toss them into the trash can or delete file on email. I am quite sure there are a couple of other channels out there that I have not heard of that I might enjoy, if only I had the benefit of a conversation. A lost opportunity for this provider!