Services sales representatives sell a wide variety of services. For example, sales representatives for data processing services may sell complex services such as inventory control, sales analysis, and financial reporting systems. Sales representatives for temporary help services firms locate and acquire clients who will hire the firm's employees. Telephone services sales representatives visit commercial customers to review their telephone systems, analyze their communications needs, and recommend services, such as installation of additional equipment. Other representatives sell automotive leasing, public utility, burial, shipping, protective, and management consulting services.
Services sales representatives act as industry experts, consultants, and problem solvers when selling their firm's services. The sales representative, in some cases, creates demand for his other firm services. A prospective client who is asked to consider buying a particular service may never have used, or even been aware of a need for, that service. For example, wholesalers might be persuaded to order a list of credit ratings for checking their customers' credit prior to making sales, and discover that the list could be used to solicit new business.
There are several different categories of services sales jobs. Outside sales representatives call on clients and prospects at their homes or offices. They may have an appointment, or they may practice "cold calls," arriving without an appointment. Inside sales representative's work on their employer's premises, assisting individuals interested in the company's services. Telemarketing sales representatives sell over the telephone. They make large numbers of calls to prospects, attempting to sell the company's service themselves, or to arrange an appointment between the prospect and an outside sales representative. Some sales representatives deal exclusively with one, or a few, major clients.
Despite the diversity of services being sold, the jobs of all services sales representatives have much in common. All sales representatives must fully understand and be able to discuss the services their company offers. Also, the procedures they follow are similar. Many sales representatives develop lists of prospective clients through telephone and business directories, asking business associates and customers for leads, and calling on new businesses as they cover their assigned territory. Some services sales representatives acquire clients through inquiries about their company's services.
Regardless of how they first meet the client, all services sales representatives must explain how the services being offered can meet the client's needs. This often involves demonstrations of their company's services. They answer questions about the nature and cost of the services and try to overcome objections in order to persuade potential customers to purchase the services. If they fail to make a sale on the first visit, they may follow up with more visits, letters, or phone calls. After closing a sale, services sales representatives generally follow up to see that the purchase meets the customer's needs, and to determine if additional services can be sold.
Because services sales representatives obtain many of their new accounts through referrals, their success hinges on developing a satisfied clientele who will continue to use the services and will recommend them to other potential customers. Like other types of sales jobs, a services sales representative's reputation is crucial to his or her success.
Services sales work varies with the kind of service sold. Selling highly technical services, such as communications systems or computer consulting services, involves complex and lengthy sales negotiations. In addition, sales of such complex services may require extensive after-sale support. In these situations, sales representatives may operate as part of a team of sales representatives and experts from other departments. Sales representatives receive valuable technical assistance from these experts. For example, those who sell data processing services might work with a systems engineer or computer scientist, and those who sell telephone services might receive technical assistance from a communications consultant. Teams enhance customer service and build strong long-term relationships with customers, resulting in increased sales.
Because of the length of time between the initial contact with a customer and the actual sale, representatives who sell complex technical services generally work with several customers simultaneously. Sales representatives must be well organized and efficient in scheduling their time. Selling less complex services, such as linen supply or exterminating services, generally involves simpler and shorter sales negotiations.
A sales representative's job may also vary with the size of the employer. Those working for large companies generally are more specialized and are assigned a specific territory, a specific line of services, and their own accounts. In smaller companies, sales representatives may have broader responsibilities-administrative, marketing, or public relations, for example-in addition to their sales duties.
A sales representative often services a specific territory. A representative for a company offering services widely used by the general public, such as pest control, generally has numerous clients in a relatively small territory. On the other hand, a sales representative for a more specialized organization, such as a standardized testing service, may need to service several states to acquire an adequate customer base.
Working Conditions
Working conditions for sales representatives vary. Outside sales representatives responsible for a large territory may spend a great deal of time traveling, sometimes for weeks at a time. Representatives who cover a small territory may spend time in the office each day keeping records, preparing various documents, and setting up appointments with customers. Inside sales representatives and telemarketers spend all their time in their offices, which can range from bright and cheerful customer showrooms to cramped and noisy rooms. Many outside sales representatives have the flexibility to set their own schedules as long as they meet their company's goals.
Selling is stressful work. Sales representatives face competition not only from other companies but also from their fellow sales workers. Companies generally set sales quotas and have contests with prizes for those who make the most sales. There often is considerable pressure on the sales representative to meet monthly sales quotas.
