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Turning customer service into a sales channel isn't about scripts or quotas. It starts with putting the customer's needs first and building an approach around that. Here's how to start small and do it the right way.

The idea of consultative selling is very logical.  Learn what a customer needs and position the products or services you have that can fill that need. It is simple enough, and that is one reason why that philosophy has stuck around for so long.

If you are still relying on scripts as a sales tool, it is worth asking if they are leading to better customer conversation, or have your people drifted into autopilot? Are your customers feeling heard, or just processed?

Sales managers love a good closing technique. That is because most of them learned to sell in an era when having the right line at the right moment felt like the difference between winning or losing a sale. But that era is over, and too much emphasis on the close could be costing your team.

In consultative selling, the quality of sales interactions can make or break a customer's decision to make a purchase. Having an intentionally designed process becomes a strategic asset and provides clarity and value for the customer.