If your customers can’t get answers from you, where will they get them?
If you were to go back just fifteen years, your customers generally relied on your salespeople to answer questions and gather information. The way customers research information to make decisions has changed. There are surprising ways customers now find answers to questions.
The Buyer’s Process Is Not Linear
If you ask sales professionals to map out the buying process, they’ll layout the seven steps (or five or six steps) in the sales process. It might look like: Initial Contact, Identify Needs, Qualify, Buying Vision, Identify Decision Makers, Proposal, Negotiation, Contract. However, here’s the unfortunate reality: customers don’t follow a linear process to make decisions.