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Sales Structures
Companies today increasingly recognize the integrated nature of their various departments and personnel. This is exemplified in the considered importance of the mission statement, vision, and business plan to reach these. Generally, companies recognize the need for employees to understand their function in achieving their general mission and vision. Specifically, one of the most recent focus points of attention in terms of this holistic view is he sales and service divisions within companies. Traditionally, these have functioned as independent entities within companies (Heisler and Baldino, 2002, p. 47). The recent business literature, however, has focused on the recognition that both these departments from vital components of customers service. Hence, the general conclusion is that an integrated sales and service department is highly recommended for most companies when taken into account that having separate sales and service departments ultimately do more harm than good in terms of customer satisfaction and retention.
Heisler and Baldino (2002) point out that many businesses today function on the ground...
This is especially the case for long established companies that have existed and survived according to their original business models. Hence, it is difficult for these companies to recognize that change may be necessary, especially in terms of long-trusted divisions such as those between specific departments.
However, it is also true that some industries and companies are sizeable and complex enough to require more than one business structure, according to the specific products, the shelf-life of these, and the specific functions involved in sales and service. A publication by Autopolis (2000), for example, suggests that the longevity and complexity of the motor industry precludes relatively simplistic solutions such as recommending a single type of business model, a single vision, or a single type of function for the sales and service department. One point of concern is the age of vehicles being sold, and he customer's sense of loyalty to the bought brand. A second-hand motor dealer, for example might…
References
Autopolis (2000, Nov.) The Natural Link between Sales and Service: An investigation for the Competition Directorate-General of the European Commission. Retrieved from: http://ec.europa.eu/competition/sectors/motor_vehicles/documents/sales_and_service.pdf
Daniels, S. (2012, May 7). We Now Pronounce You: Sales-and-Service. Retrieved from: http://blog.achieveglobal.com/blog/2012/05/we-now-pronounce-you-sales-and-service.html
Heisler, M.W. And Baldino Jones, S. (2002). From Cellmates to Soulmates: Integrating Sales and Service. College Station: Virtualbookworm.com
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