Jan 032021
 

Who cares?

All too often sellers feel the urge and need to list, recap or summarize the list of functions and benefits their product or service offers. It sounds logical.

It is not.

Image Credit: Geralt

 

The impulse by the salesperson to rhyme off or ‘round up’ the features and functionalities of the offering, in a sales conversation or during a demo, could actually create an objection. The problem is the benefit offered is not one the customer wants or needs or that he or she currently identifies as key.

Sometimes the salesperson thinks he or she is proactively removing an objection. The objection being removed is not one the customer necessarily has. In this sense, the above question (‘who cares?’) takes on a literal meaning. In other words no matter how much the salesperson likes to think and say that something is a benefit, in this instance, the customer is king. It is only a benefit if the customer thinks it is a benefit. Salesperson need to ask, and then ask again, to understand what the customer wants and then actually listen.

Being the expert is still important, which means educating (telling) the customer remains a must. You should know your target audience and their needs. However, the customer has to truly think, and convey, that something is meaningful to them after the conversation/education and before the seller should pitch it. It is still not a meaningful feature or benefit if even after the educational conversation you do not hear the customer state it as something they desire.

A much better way is the obvious route of asking diagnostic questions and educating. This requires preparation by the salesperson. The salesperson can sell the customer the real or perceived benefit once the customer’s needs and pains are aligned and agreed to by both parties

 

Things That Need To Go Away: “By the way, my solution also bla bla bla…” if the customer has not said he or she cares.

Image Credit: Mohamed Hassan

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