Amp Up Your Sales

CHAPTER 38

Selling and Service

In sales, we tend to categorize our customers as being in one of two states. They are in either a presale state or a postsale state. Salespeople have been conditioned to believe that responsibility for the customer shifts from sales to customer service once a customer gives you an order and moves from the presale state to the postsale state. Most of this book is focused on what salespeople should do during the traditional presale state.

As much as I have attempted to change your perceptions of what selling and buying are, I also want to change your perception of the role and responsibility of sales in servicing customers.

Let’s start with the whole presale/postsale divide. I don’t believe that a customer is ever ...