Commentary
Anthony Iannarino’s article fits the ongoing content focused on client retention and loyalty. To appreciate his comparison, one must accept that we are all in the transaction business at some level. How we go about it differs by the situation, business category, and, in some cases, the business’s strategies.
The differences between transactional and relational salespeople highlight the importance of relationship building in sales. Embracing a relational sales approach enhances customer loyalty and long-term business success.
Source: Iannarino, September 23, 2024. Link.
INSIGHTS: Rudimentary? Maybe. Still, the overview may help managers see where customer-facing employees can improve. Watching front desk staff and cashiers recently, I noticed their transactional attitudes. The “get-it-done, who’s-next?” tactics lack any semblance of customer recognition and may diminish an organization’s marketing and customer retention efforts. By contrast, a checkout pro at a drive-through eatery called attention to coupons on the back of the receipt, including $X off on the next trip through.