Elite Selling Podcast - Mastering Tech Sales CRO, Keith Rabkin @ PandaDoc - Customer Focused Selling
Customer-centric selling strategies with Keith Rabkin. 0:00
Keith Rabkin joins the podcast to discuss customer-focused selling strategies.
Customer-focused selling and its key elements. 1:09
Elite sellers prioritize customer focus, understanding their needs and pain points to find mutually beneficial solutions.
Personal pain points of potential customers, such as fear of looking bad in front of their boss or wasting time moving data between systems.
Tapping into these intrinsic motivations can move beyond a rational sale and tap into what the person truly wants and cares about.
Customer focus in sales, including empathy and problem-solving. 5:04
Griffin Reilly emphasizes the importance of empathizing with customers and understanding their pain points to build trust and credibility.
Go with thea "tease and anchor" approach to get deeper into customers' pain points, while maintaining a positive and solution-focused tone.
Importance of building trust with customers by being honest and transparent about what they need, rather than trying to make a sale.
Sometimes the best salespeople are the ones who can say "no" or "you don't need that" in a way that makes the customer feel trusted and valued.
Customer focus in sales leadership. 9:33
Make things easy for customers, such as customizing information and using software to streamline the process.
Deal rooms or mutual action plans to build trust and make the sales process more efficient.
Importance of customer focus, citing their experience at Google where they learned to "follow the user" and prioritize their needs.
Importance of customer centricity, and they have carried this principle with them in every job since.
Customer-centric sales strategies and authenticity. 15:02
Amazon's user-friendly interface and convenience as a key factor in their success, citing the ease of returning a pair of shoes as an example.
Amazon's focus on customer centricity and streamlining the sales process has led to increased sales and brand loyalty.
Importance of authenticity in customer interactions, advising sellers to be themselves and let their genuine personality shine through.
Authenticity in sales and doing homework. 20:25
Griffin Reilly shares a lightbulb moment where he realized it's okay to say "I don't know" and be honest about it, leading to a more authentic and customer-centric approach in sales.
Do your homework on a potential customer, including reading their 10K and researching the economic buyer, to better understand their needs and be more customer-centric in sales.
Elite selling strategies with industry experts. 23:20
Griffin Reilly recommends reading the Google IPO letter for insights on serving users as the focus of a company.
Joe Lee's book "The Heart of Business" provides a framework for solving problems for users, which is rewarding for employees and drives profit for the business.
Elite seller as someone who is customer-focused, understands their needs, and is willing to go the extra mile to solve problems (tenacity/grit).
Key highlights the importance of authenticity, homework, and making it easy for customers to buy from the seller.