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appraisals , where plans are made with a customer for conjoint advertising or promotional campaigns. And when important customers in financial sales want to be consulted on how to pocket the highest profits for their money, the account manager may just seek help from his bank’s investment experts. “ The future belongs to multiteam-selling, ” two corporate consultants from Hildesheim, Dr. Albert Siepe and Henner Lenfers, explain.
    Multifaceted variations possible
    On the basis of the business development tasks, the members of the selling team are assembled . In everyday sales practise, the following variants have become apparent:
    The members of the field sales force and the customer service associates are acting together when established customers need to be cared for. Members of the field sales force and telemarketers are merging as a team when orders are solicited from the B and C customers. Key account managers and product experts are forming a team when special solutions are created for key accounts. Customer service is turning into an extension of the sales department to observe when replacement purchases are due for the customer. The sales department, in turn, is reporting to customer service when services are to be sold along with the product.
    Palabras para recordar
    lone fighter: solary, companionless, unaccompanied, or single combatant
    elaborate: complex, detailed, involved, painstaking, complicated
    to be common practise: to be everyday, routine, or standard procedure
    to serve as an extension of something: to function or act as an addition or adjunct to something
    to detect: to notice, to identify, to recognise, to distinguish, to become aware of
    to accompany: to go together with, to go along with, to come with
    to set a precedent: to become the standard or guide
    annual appraisals: yearly assessments, evaluations, reviews, negotiations, or talks
    conjoint: shared, combined, concerted
    to pocket: to rake in, to gather in, to earn, to pull in, to accumulate
    multifaceted: varied, manifold, diverse
    to assemble: to bring together, to put together, to round up, to collect
    are merging as: are coming together, joining together, joining forces, or uniting as
    are solicited: are asked for, requested, applied for, or sought

    Call centre agents act as “secretary”
    Negative examples have had harmful effects on the image of call centres. But the successful collaboration between a call centre and an industrial company shows that it can work with a different approach .
    If sales representatives schedule all of their appointments themselves, they come under time pressure. That is why Heinz Maisel, CEO for Stäubli Tec-Systems Connectors from Bayreuth, decided to collaborate with the CommuniCall Contact Center, also located in Bayreuth.
    “Each call centre agent who works for Stäubli only sets up appointments for the sales representatives assigned to him ,” explains Alexander Bernreiter, who is in charge of the Austrian sales territory. “You could call us the sales force’s secretary.” Bernreiter and his colleagues make it a point not to convey to the customer that an anonymous call centre is calling but a colleague from the sales force. If the customer has questions or wants to postpone an appointment, he contacts the agent, who, upon request, gets him in contact with the sales representative or arranges for the customer to be called back immediately.
    In order to avoid a clashing of appointments, the call centre agents schedule customer visits two weeks ahead of time. The agents enter the dates into Teamspace’s Internet-based appointment calendar, which can be accessed at any time by the sales representatives and where they enter their own appointment dates, scheduled with their key accounts.
    The sales representatives also inform their “secretary” which routes they are driving. “We’re using postal zones and schedule appointments only with those customers who are located within the allotted