The Difference: Service-Minded vs. Consulting-Minded
Over my long career meeting tens of thousands of salespeople, there are 2 types:
The Service-Centric
- Focused on fulfilling the requests from their customer.
- Look to make the customer happy by giving them what the customer says they want.
- Believes that speed of response, friendliness and execution are the keys to customer happiness.
The Consulting-Centric
- Focused on understanding the customers current situations, needs & options, and then providing a solution.
- Probes into the motivation, timing & priorities of the customer when discussing a solution.
- Presents themselves as the expert. Wants to offer the customer their opinion, feedback &/or recommendation.
Let’s see the difference by looking at how each would handle the same situation.
| Topic | Service-Minded | Consulting-Minded |
| Customer emails a list of questions | Emails back to customer the answers | Requests a quick phone call with the customer to further understand the questions and motivation. |
| A request for information | Sends the information requested offering the customer to call or email if they have questions. | Sends the information &, in the email, asks a few questions about their needs. Also, states a follow up/next action. |
| A request for a quote | Sends the quote requested offering the customer to call or email if they have questions | Requests a quick phone call with the customer to further understand their quote requirements and motivation. |
| Has 3-4 quote options to share | Sends the customer the 3-4 options and asking them to choose one. | Takes the customers through the 3-4 options and offering their recommendation. |
| Needs to talk to a customer | Phone &/or emails the customer asking them to get call back. | Sends the customer a meeting request with a list of agenda item. |
| Customer has an Issue | Listens to customer and tries to solve the issue. | Listens to customer, asks lots of questions, considers options, shares recommendation. |
| Customer Requests a Product | Shows the customer the product and invites customer to ask questions. | Before showing the customer the product, inquires about the situation & problem. Then leads customer to the right product. |
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