Companies are beginning to realize the untapped potential in generating sales leads though their remote workforce. These employees have often built trusted relationships with customers, which places them in a good position to suggest additional products which may be of value to the customers. Recent research by Best Practices, LLC with 16 companies has shown that field service employees are increasingly taking on more sales functions and can be a source of additional revenue for many companies. Any company which underutilizes its field service, customer service representatives, help desk or other customer-facing workforce can benefit from this study.
In this 31-slide presentation, Best Practices, LLC compiled innovative ideas and practices across a variety of industries that can be modified and implemented in a variety of non-traditional sales force programs. Key topics include:
- Structure and size of non-traditional sales forces
- Key selling challenges for non-traditional sales forces
- Service-to-sales techniques and training programs
- Customer lifecycle points of sales opportunities
- Program performance and measurements
- Expected growth rates
- Customers often trust the technician more than they do the sales force, so employees in non-traditional sales roles have a great opportunity to up-sell customers.
- Nearly half of the benchmark partners have had non-traditional sales lead programs in place for less than one year.
- Companies see great potential for sales growth through implementing non-traditional sales lead programs. After the initial year, most companies see sales growth rates of 5-15 percent.
This benchmark study originated from a Best Practices, LLC benchmarking survey. It was conducted on behalf of a member of Best Practices, LLC's Global Benchmarking Council and was based on a survey with 16 benchmark partners across multiple industries.