|
|
The
Consultative Sales Process WOE Results in a Poor Customer Experience Consultative selling professionalized the process of selling and the image of salespeople. But for most consumers and salespeople, consultative selling is painfully slow. Particularly in the case of complex products and services where more than one meeting is usually ‘required’ because of the analysis and preparation required. When this happens, salespeople disappear from their customers’ sight, like the Wizard of Oz working behind the curtain, to consult handbooks, spreadsheets, and other resources. When they reappear, illustrations in hand, they hope they’ve hit their mark on the first try. However, if new information is presented or if the customer has questions for which the salesperson did not prepare, they must go back to the drawing board (computer), generate more illustrations, and setup yet another meeting. The more analysis required—the more meetings involved. As authors Joseph Pine and James Gilmour pointed out in The Experience Economy Digital Age competition is increasingly ‘experience’ and entertainment based. WOE leads to a frustrating string of meetings for both the customer and the salesperson. Given the many avenues that consumers face for their time and attention, sales advisors who are unable or unequipped to make the sales process a better experience for the customer will be replaced by those who can and do. There must be a better way. |
|
||||||||||||
|
|
|
|
