If you sell business to business, an 800 number for customers may be a waste of money, says Stephen J. Carline, customer-service manager for CareerTrack Inc., a $55-million training seminar and workshop company based in Boulder, Colo.
"We've tested the 800 number nine ways to Sunday, and it doesn't seem to add any business, or if it does, it doesn't justify the cost," Carline says. Why? People phoning in orders -- like most business-to-business customers -- just don't consider the price of the call. "Their company is paying, they're not," says Carline, who estimates that CareerTrack saves $150,000 a year by not having a toll-free number.