- Item type
- Periodical
- Language
- English
- Source
- Harvard Business Review Digital Articles. 2/16/2021, p1-8. 8p.
- Publication year
- 2021
By Matthew Dixon, Ted McKenna, and Tom Shepherd Published on HBR.org / February 16, 2021 / Reprint H06719 Cactus Creative Studio/Stocksy The inbound call center has always been a significant revenue channel for B2C companies in industries like financial services, insurance, home services, travel, and retail - to name just a few. Similar to what we've found in researching what the best B2B sales reps do - and contrary to what is typically taught in sales training - our analysis shows that high-performing sales agents focus less on diagnosing customer needs and more on prescribing solutions to customers. He is the co-author of The Challenger Sale: Taking Control of the Customer Conversation (Penguin, 2011) and The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Portfolio, 2013). [Extracted from the article]
