Sales Performance: Breaking Out Of the Norm

Bank Technology News, June, 2003 by John Adams

Firms spend millions of dollars and countless hours pondering strategy to retain customers, yet the challenge often comes down to getting salespeople to mentally break out of their comfort zones and focus on an entire product line instead of those few they favor. "Institutions would train people on 55 or so products and then put those people out on the sales floor. But people often zero in on five of their favorite products over the rest. It's human nature. But they've lost the opportunity to cross-sell because of that lack of knowledge of the entire product line," says Matt McConnell, co-founder of Knowlagent and author of Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny.

Knowlagent's clients include firms like...

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