Frontline Profit Machine

Increase Your Point-of-Contact Sales

You cannot control the market, the economy or the competition, but you can control your “Frontline,” the customer contact points where employees in the sales trenches deal directly with your clients. In fact, the frontline is responsible for 90% of the revenue that consumer-oriented corporations earn. If you improve your frontline operations, you can boost your profits and revenue. Here are some examples of how several types of enhanced selling can generate this increase:

• Upselling a hotel guest to a more expensive suite that would otherwise have gone unused that night.
• Increasing average sales by selling one extra product to every third customer.
• Using cross-sales to increase a bank branch’s loans by 20 each month.
• Improving “utilization and occupancy” rates for an apartment building or rental car fleet.
• Helping field salespeople make an additional sale every two days.

Clearly, it pays to encourage staff members who deal directly with customers to see their interactions as new sales just waiting to happen. Companies that reduce the gap between their frontline salespeople and ...