Selling or Helping?

Many customer care providers keep as far away from selling behaviors as possible. Many are uncomfortable with the very thought of having to call someone and ask for their business. And yet, much of what they do everyday is certainly selling.

For instance, when you help a customer locate the perfect product or service for their needs – that’s selling; when you guide a customer into a good buying decision with a new product – that’s selling; when you straighten out a customers’ account and bring them back from the edge of leaving – that’s selling. So what is it about that word ‘sales’ that sends shudders through a frontline provider?

Many people have a picture in their mind of salespeople – sleazy, greedy, manipulative, and self-centered. Who would actually want to be that? But is that the perception or is it reality? Is this stereotype warranted? Partly. The fact is, there are some salespeople out there that would fit that description, but they’re probably a minority. They just stick in people’s minds.

Most salespeople are honest, helpful, straightforward, and caring. Once customer care people understand how much value they bring to their customers with new products, product information, great questions to help uncover needs, and advice they can begin to see their role as a salesperson (or call it ‘helper’ if it makes you more comfortable!) Either way, selling is often synonymous with helping the customer.