the customer experience.
And when I think like this, a service attitude emerges in the sale.
It doesn't matter if you don't buy from me yet, my intention is to give you good service.
Both marketing and sales in B2B have the role of starting the chain.
We are the first good experience that the customer will have.
Or the first reason to leave us.
This is largely a decision.
Your company can decide to have customer service that considers not only the paying customer, but also the customer who is considering buying from you.
Thinking about sales as a service involves creating an experience for the prospect.
The prospect-journey.
Designing the prospect's journey is a Smarketing task (Marketing + Sales).
It involves creating and implementing the service we want to provide to the prospect in their 3 purchasing phases:
→ Knowledge
→ Consideration
→ Decision
The difference between a company that includes the prospect's journey in its value chain and one that does not is that the former manages to position itself in the buyer's mind from an early stage of the purchasing process.
This early positioning increases the chances of opening exploratory conversations with the prospect, and thus the possibility of winning the client.
What would happen in your company if you thought of sales as a service?
Imagine a sales experience that will leave your prospects speechless.
Where you can help them resolve their doubts and questions.
Where you can teach them how to achieve what they are looking for and more.
You would position yourself as a “Trust Advisor” a trusted advisor to your client.
What if you could make your customer's purchasing process easier, faster and more enjoyable? What effect would this have on sales?
I don't know if it happens to you, but I see companies where the role of sales is underestimated:
It is left to chance, or to how each salesperson wants to handle it.
It is treated in a results-oriented way .
It seeks to reap more than what is sown.
It focuses on a product instead of customers.
There are many other ways to underestimate the role of sales.
But the most important of all is in the conception of the role itself.
The role of sales, paradoxically, is not to sell.
The more they insist on selling, the less results malaysian numbers they will achieve.
The role of sales is to help.
Selling is service, it is helping others achieve their goal.
Companies must redesign their sales processes based on a new customer profile that does not want to be sold anything, but needs to buy.
Just as there is a CX or Customer Experience, there must be a Prospect-Experience, which is concerned with understanding the prospect's journey and designing a positive experience.
Some may wonder what the return on this investment is.
I would ask myself what the risk is of not investing in this.