By Mark Berger - Mark Berger Training: Years ago, we bought an expensive photo copy machine for our business. The 'Sales Rep' got us to sign the contract, made their commission and went on to find the next customer. We never saw them again. However, at least once every 3 months, a 'technician' would come to our offices to service the machine. As he was a 'technical person', he never asked us any 'sales' questions. He never asked if we needed paper (we were not even aware that their company sold paper). He never asked us if we would like additional functionality, such as scanning or faxing (we never knew the machine could do that). He never offered to upgrade us to a newer, more suitable machine (we thought ours was doing just fine!).