The Star Salesperson Who Was Quietly Destroying Profit
John Sansbury
1 min read
An outbound sales contact centre noticed one agent massively outselling everyone else. Managers listened in on her calls, hoping to bottle the magic.
They found it. She closed every wavering customer with the same line: if you have any concern, or any problem, or even if you just don't want it, simply send it back for a full refund.
She had the highest sales in the centre. She also had the highest rate of returns, and returns are expensive. Her league-table success was massively reducing profitability.
The lesson, from The Journey to Service Excellence: use the correct measures to incite positive behaviours. Measure sales alone and you get sales, whatever they cost.
What is your organisation's equivalent? The number that looks like success and behaves like a leak?
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