Keep Your Customer Sales Reps in the Loop

Keep Your Customer Sales Reps in the Loop

Do your customer sales reps have any understanding of what needs to be in gear for your company to make money? Do they think they only need to put in their time with customers in order to run their end of the money machine?

The more they are out of the loop on how their job relates to your company’s financials, the worse their decisions on what is worth their time and attention. To help them increase performance, give them the important information they need about how their efforts affect the bottom line so they can make smarter decisions vis-à-vis your most significant customers.

With communication skills training best practices in full use:

  • Share relevant financial information and implications with them
  • Ask for feedback, ideas and challenges
  • Be as transparent as possible with your answers
  • Give them credit for not only understanding the numbers but also wanting to know the numbers
How, otherwise, can you expect them to decide how to best serve a customer and your bottom-line? Instead of relying on old-school policies that limit their ability to best serve their clients, empower your reps with information and suggested guidelines about when it makes sense to visit customers, overlook late payments, do more than what was asked for or extend a guarantee beyond its agreed-upon expiration.

Once they feel empowered with the knowledge of the consequences of these customer care decisions, they can make good choices between short-term trade-offs and long-term benefits for the good of everyone.