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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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22Good Selling Is Good Service—Good Service Is Good Selling

“Nothing happens until someone sells something.”

—Marketing axiom

Sales and service are not separate functions. They are two sides of the same coin. Even if your title is customer service representative and a co-worker is a sales associate, you both have the same ultimate goal: satisfying the customer. It wasn’t always this way. In days gone by, sales and service personnel used to be adversaries.

Sales and marketing people viewed their counterparts in service and operations as “those guys who never want to help me make a sale and who screw it up after it’s a done deal.”

Service and operations folk, for their part, tended to view sales and marketing people as “those people in suits who ...

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