Sales
 
In the sales department, Falcon said, you need people to understand consultative selling by activity asking questions to customers to establish their needs and then using that information to select the best product or service.
The customer relationship is no longer focused on making quick, high margins on physical equipment, but on long-term recurring revenue for services. 
“People who understand consultative selling and who sell services need to realize that it’s the long-term value that makes the sale, in where the value of the customer relationship is not in how much stuff and how much margin you can make on physical things,” said Falcon.