Back in the dark ages of the 70s and 80s, there were no cell phones, only landline phones. The companies that provided that service were regulated monopolies. Companies like AT&T and General Telephone were the only players in their government protected markets. When they wanted to raise rates or otherwise change the customer experience, they had to get approval from the governing bodies.
I worked for one of the AT&T operating companies known as Michigan Bell Telephone Company (MBTCo). It was a well run business with guaranteed profits. AT&T stock was a very good dividend investment stock.
The training I received while there was the best I have ever had in a work environment. It was extremely well thought out and implemented perfectly. I sold telephone systems to residential and business customers. Sales training was ongoing throughout my four years of service with that company.
I learned from the beginning that sales starts with building trust. I had a very short period of time to do that before recommending the services I thought would best fit the customer. Asking questions was the best way to show the customer you were interested in their needs. Once I gathered enough info about the customer, I asked for permission to make a recommendation about the type and magnitude of the service I thought they should have. If I did my job well, the customer usually took my advice and purchased the package.
One of my coworkers told me that the training we received at MBTCo. was worthless outside of the confines of the work we did there. As a young and inexperienced member of the workforce, I believed them.
When I started my business, I realized how wrong that person was. I have been implementing that training for my entire work life. Now, some 40 years later, I still use that training when I work with our customers. I take the time to learn about them, their business, their needs and various other details that help me to help them.
Sales work is serious and professional. If you are in sales, or want to be, study the science behind it. The more you know, the better you will be.
Dan Copeland
dcopeland@businesspeople.com
