Customer service, Sales and Service are all about the same thing: identifying and anticipating the customer’s needs. Marketing then prepares for this. For most organizations it is still a long way before service, sales and marketing alignment is achieved, so it is very important to go “all in” on optimizing communication with the customer and with each other.
Sales is primarily about building rapport, a relationship and trust. The prospect must be convinced that you understand their challenges and can support them in overcoming them. Then the process of negotiating and closing begins without damaging the relationship. This is followed by actively maintaining the relationship and increasing the “share of wallet”. Everything based on the best possible form of “consultative sales” and relationship management. And the ultimate KPI is: Keep People Interested.