We have a small mfg. company so everyone wears many hats. When there is an issue with a customer’s bill, the office staff kicks the order back to the salesperson, saying they should clear it up with “their” customer, and that they are too busy. Sales feels the office should handle it as it is now an accounts receivable problem. Their example is the furniture store or the car dealer, “you never hear from the salesperson when there is a problem with an account, it’s always the office or credit dept.”
Who is right? Thanks, Bob
Normally the sales department is only called back in to collect once the A/R or Credit Department is unable to get the past due person to pay. Often sales is not paid their commission on a sale until the bill is PAID, not when the sale is made – therefore ensuring they will help to get the bill paid and will not oversell so that payment is a problem.
I hope this helps! Michelle