Our residential replacement salesperson (or comfort advisor), Bob, thinks of himself as being honest, caring, and having a low-pressure sales style. Hank, the owner and service manager, has a good relationship with Bob, but is somewhat frustrated with the sporadic sales results.
Although Bob generates more than half the company's revenues, there is a sense that a number of leads are squandered. Bob's closing ratio is about 30 percent, and there are customers that seem to do business somewhere else when the big-ticket replacement job needs to be done.