8When Service Turns to Sales: The Power of Mindset

Chapter 7 gave us a lot to consider. The very comfort that comes to a sales veteran after years of experience can trigger either automatic performance or unthinking arrogance. Comfort can engender effective empathetic connections or a repeated disconnect from myriad ineffective interpersonal habits. It is the difference between a sales pro and an annoying veteran.

Now let’s take a look at the other end of the experience continuum: the sales novice who maybe never wanted to be in selling in the first place. Countless industries are drafting service providers into sales; it’s happening in call centers, car dealerships, medical and dental offices, and even on airplanes (U.S. airlines are bringing ...

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