Selling Service
Selling service...
...means working with the customer to develop a solution and value proposition that is visible and agreed upon by both the customer and the provider.
Value proposition instead of traditional sales
Service is a process of joint value creation. The focus is not on the product, but on the relationship, understanding the context of use, and the ability to jointly design concrete solutions to real challenges.
The traditional “salesperson” becomes a strategic partner—and customer interaction becomes continuous relationship management.
The customer does not want a forklift truck – they want a smooth flow of materials. They are not looking for an airplane – they want the ability to reliably move their goods intercontinentally. Customers do not buy objects, they buy effects.
This means that service does not begin with execution, but with a deep understanding of the customer's challenges– and with the joint design of a suitable path to the solution.
From pitches to partnerships
The classic pitch, in which a provider presents its portfolio, has had its day in service sales. Instead, the focus is on building partnerships on an equal footing. The customer is an active co-creator. Successful sales are the result of joint analysis of challenges, trust, and continuous dialogue. Salespeople become consultants and catalysts.
Understanding customer needs & co-creation
Trust is created when the customer feels understood. This means empathy, active listening, and asking relevant questions about organization, processes, challenges, and goals. Only those who speak the customer's language can develop solutions that are jointly desired and supported. This co-creation is the core of value creation.
Complete solutions are in demand
Customers do not expect isolated services, but integrated solutions that simplify and accelerate their processes and relieve them of work. When the customer trusts the salesperson, the business becomes a joint task. This trust is based less on arguments and more on emotional security and credibility.
Long-term support for the customer
Service is not a one-off activity, but a long-term support process. Trust is institutionalized through long-term relationships and service contracts. Service sales not only provides operational support but also contributes innovative ideas. Recurring business ensures long-term customer loyalty.
Added value for both parties
To create real added value, specific knowledge of the customer's business is required. This knowledge does not arise by chance, but through targeted discussions, shared experiences, and active learning. Service sales acts as a moderator in the service ecosystem, where internal experts, customers, and partners develop solutions together.
More and more successful service providers are relying on interdisciplinary sales teams instead of individual players. Specialist consultants, technicians, and service staff support sales with additional expertise. This results in customized services instead of standard products – and added value for both parties.
Suitable Offers
For You at a Glance
Emotionalization and measurable increase in customer benefit: how to optimally present the value of a service.
2 days
Understanding customers is key to market services successfully: concept, development and design of services.
2 days
How the sales organization, as the customer interface can best implement the company's goals: the important tools.
2 days
Learning on the Job: how to ensure quality and efficiency by steering internal and external partners.
2 days
The pricing policy has a significant effect on profitability – with the right reasoning you ensure higher price acceptance and better profit margins.
2 days
Customer-focused service presentations and professional communication with customers. Certificate course with 5 days of intensive classroom training and supervised pratical transfer taks.
Understanding and applying mechanisms of change, transformation, co-creation with customers & partners. Certificate course and module of the Certified Service Business Manager course.
Strategic design of service products, future-oriented steering and marketing. Certificate course and module of the Certified Service Business Manager course.
Raising customer satisfaction and operational efficiency by professional service. Certificate course and module of the Certified Service Business Manager course.
How to develop, efficiently control service organizations in a future-oriented way: Management knowledge for the service practice as certificate course with Real Life Project.
TWS 2020
Shaping the
„New World” – How?
Backwards? … It will be different!
What are the cornerstones of the business in the New World?