The Advanced Selling Podcast The Customer Journey Mismatch: A Cautionary Tale
Dec 5, 2024
A recent retail experience sheds light on the vital role of customer service. Poor engagement can lead to missed opportunities and lost sales. Understanding where customers are in their journey is crucial for effective selling. Asking insightful questions fosters empathy and boosts conversion rates. This cautionary tale reminds us to align our approach with customer needs for better outcomes.
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The AT&T Story
- Bill Caskey witnessed a customer service representative fail to understand a customer's needs regarding smartwatches.
- The representative focused on technical specs instead of addressing the customer's lack of knowledge, ultimately driving her away.
Successful Sales Call Example
- Bill Caskey shares an example of a successful sales call where he focused on understanding the prospect's needs.
- By asking about the prospect's journey and struggles, he was able to tailor his approach and provide relevant solutions.
Meet Customers Where They Are
- To improve closing rates, understand the customer's journey and current knowledge.
- Ask questions like "What prompted you to invite me in?" or "What are your visions and goals?"