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Questions That Sell by Paul Cherry

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Customer Service/Technical Support

Sometimes we just luck into situations where validating the costs is easy. Another client of mine, Lisa, sells cell phones, pagers, and other telecommunications equipment to companies throughout the United States. She called a national electronics company that employs nearly 3,000 technicians across the United States. The technicians travel from site to site, bringing customers new parts and fixing broken ones. They need to keep in constant contact with the central dispatcher in Memphis, and they need to be able to communicate with one another. Lisa asked Shawn, the vice president of service, if they could discuss new telecommunications equipment. Shawn responded, “That’s the last thing we need. Our technicians ...

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