Maximize Your Bottom Line: From Service to Sales in 10 Steps

Dramatically increase customer retention, sales, and the bottom line.
Teach your call center reps to become teleconsultants.

The PFS teleconsulting process will transform the customer experience into a real win for you, your reps, and your customers. Going from service to sales will mean that your organization will deliver better quality customer service while maximizing their ability to upsell and cross-sell your products and services, retain more loyal and satisfied customers, and lower turnover in your call center.

Traditionally, customer service reps avoid selling at all costs. Among the many reasons for this is lack of knowledge of what selling is, and lack of confidence in their ability to perform the functions. This is where PFS comes in.

We show your reps how selling is a natural outcome of their customer relationships. We show them how to get customers involved in conversations, encourage their questions, and help them resolve any objections. In the end, your CSRs develop confidence and pride in their pivotal contribution to customer service excellence. The bonus to you is:
• increased sales
• more motivated staff
• greater customer retention

How to Succeed Where Others Fail

Transitioning from service to adding sales functions can be a tricky process, a process that PFS has been helping service center achieve for 25+ years. In that time, the concerns most prominent in the minds of service managers are:
• My people won’t want to do it and won’t do it well;
• It might damage the relationships we have or turn off our customers;
• Calls will become longer and more costly;
• My reps don’t understand selling.
These are all important concerns, all of which our tested and proven approach takes into consideration, which helps service reps overcome their sales reluctance and develop their understanding, abilities and confidence.

Our 10-Step Approach

PFS employs a customer needs-based, consultative approach, an attitude that helps customers make better decisions and one they appreciate. And because we use this soft approach, your reps have less resistance to applying our principles.

Here’s what we do:
1. We conduct a thorough needs assessment (link to needs assessment)
2. We get buy in from front line managers by giving them input into program development
3. Based on the information we collect, we develop customized programs
a. Incentives
b. Dialogue and Objection Response Guides (Optional)
c. Training materials for reps and managers
4. We conduct a pilot training program
5. We benchmark and anaylise results
6. We conduct management training and coaching for your managers and supervisors
7. Make any changes required and roll out the training program out to all reps
8. Benchmark results through post testing
9. Fine tune where necessary
10. Conduct systematic follow-up strategies for 3-6 months after initial training