101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 72
Value-Added Service
In today’s world, sales, marketing, service, and operations share a common goal: creating and retaining customers. To create and retain customers, we have to combine good selling with good service.PURPOSE:
✓ To connect products and services to each other
✓ To counter the myth that service and sales functions work at cross-purposes
✓ To build vocabulary and practice in this process
TIME: 20 minutes (For additional practice, pair this with Activity 73.)DIRECTIONS:
1. Prior to the meeting, prepare a list of products or services your company offers. Put these on index cards or small pieces of paper. These items should be familiar to participants.
2. Ask participants how many of them define their job as sales. Ask them to explain why or why not.
3. Explain to participants that it is their responsibility to inform, educate, and help customers learn about new products/services, about enhancements to existing products/services, and about relationships between products and services. Review Part A of Activity 72, “Five Situations in Which Selling Is Good Service and Three Situations in Which Selling Is Not Good Service.”

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