"People Do Not Want To Be Sold" is a statement that everyone in the sales business has heard and it is so out of context that it drives me crazy. While true in it's naked/lack of context meaning most people would agree with the statement....but how many of those people would agree that everything they have in their person was sold to them. People want to be sold to....just not negatively or without regard to their needs.
Hear Procall VP Business Development Gary Stair talk about this statement and dissect it on it's head and hopefully convince that in it's full context this is an absolutely inaccurate comment. Please join us for a great provocative show! Click on the link below to go to a recording of the show.
What are your thoughts on the future of the "Sales Profession" - Positive or Negative?
Positive - I feel the aspect of Face to Face sales will never fully go away, and I don't want it to ever lose its engagement importance. I still firmly believe people like to comparison shop and engage in dialogue with a person (face to face). However, internet sales, contact centers, inside sales will see significant increases over the next decade - especially in pharmaceutical, medical devices, animal health, legal claims, etc. Primarily, since many of us have very busy lives and if there is a vehicle (via the phone, click to chat/talk, video detailing or social media) for us to get a specific answer to a question(s) or do our preliminary shopping "at a distance" - these inside sales/contact center can help us understand differences, provide resources and fulfill many transactional types of services
What do "Customers" really want?
Simply to have their needs understood, wants accommodated and concerns addressed...and ultimately to be completely satisfied with their purchase. It's not rocket science! We are all customers - we buy and we sell everyday - we are own Brand, so to speak. We want to be understood, accommodated and addressed in a positive, trusting manner so we feel good about what goes on around us an in our interactions with others. So many times, we "the customer” have felt misunderstood, not appreciated or given the respect" of the people we interact with on a daily basis. So if we simply focus on doing the right, doing our very best and not worrying - I feel we would all be much better customers.
Are more companies becoming "Customer centric" and is there a heavy concentration on the "customer is first" mentality?
When I was completing my MBA, I focused on researching a few companies: Nordstrom’s, Lowes and Starbucks. I also believe several companies are now trying to figure out how to give their customers what I call "the Nordstrom's experience". Now I had never been in a Nordstrom's until recently, so I now know what the feeling of "this experience is". Many of your listeners can relate to this....Several years ago...when you were looking for something - let's say in a Home Depot, Macy's, Best Buy or even a Sam’s Club - You were told - what aisle it was in - example: "Hardware, aisle 8 left hand side, midway down the aisle". Now what happens....the sales person WALKS you to the item, even if it is in a different section several aisles away. This customer centric focus or style builds upon the customer is first mentality and also engages the salesperson/customer in a brief dialogue relationship building experience. The customer actually feels cared about, needs address, wants accommodated and hopefully concerns address - plus a loyalty factor is beginning to be established. And this loyalty factor is HUGE - as many people will PAY a little more for this extra effort and sense of caring for me - the customer!