From the Summit: At SalesSherpaGPS.com we know that the identification and solution for customer problems is at the heart of every sales transaction… No problems = No need for solutions = Unfortunately no need for Sales (sorry folks!) In the ideal sales setting, the customer has a problem that our hero (the salesperson) can solve from amongst their product/service offerings. But what if we aren’t selling solutions? What if our customer experience is one that isn’t delighted, because our product/service offerings don’t solve their issues? In this post we’ll explore the question: Are you selling solutions your customers want solved… Enjoy!
I Thought They Did Have Problems?!?
Customers are supposed to move forward from the sales experience with their problems solved. Providing customers with the right solution(s) can be a unique selling proposition for your company. Ask yourself what problems your company solves?
From the Customer’s Perspective
Let’s reverse engineer our product/service offerings and ask our customers what value we bring. Most selling solutions should be top-of-mind for the customer experience. But will their answer be the same as your answer? At SalesSherpaGPS.com we typically see that there is a heightened sense of fear when it comes to hearing customers responses? Do you think such responses should match? A match in responses means selling solutions are desired by your customers.
It All Comes Down to Communication
Being a leader in the business, you realise that poor communication leads to poor customer experience. Poor communication could also produce negative views about your company. More than that, it erodes customer perception of your company. At SalesSherpaGPS.com we’ve seen plenty of organizations that claimed to have the right solutions to sell to customers, only to have no customer ever take them up on the offer because the offer wasn’t communicated properly (#Frustrating). Today’s organization needs to coordinate communication messages that come from sales/marketing teams directly, but also indirectly through social media channels (Consider the dramatic impact not doing social media correctly on your business or company).
3 Outcomes of NOT Selling Solutions Your Customers Want Solved
Imagine the negative impact on your business if you don’t have a consistent message for giving your customers the solutions through poor communication. The results could be devastating! So here are three outcomes to identify gaps in your product/service offering:
#3 Loss of Current and/or Future Revenue
Your poor communication and not selling the solution is likely to cost you sales revenue. As you solve more problems you need to offer proper product/service solutions. If you don’t sell solutions, you are likely to lose your customer base and potential profit.
#2 Decreased Morale Due to Inconsistencies
As you lose your customers, your sales team morale would decrease. At SalesSherpaGPS.com we’ve conducted employee engagement surveys and the results were not pretty… You are not likely to enjoy your job now or in the future if solutions are not provided to sell to customers. This will create employee negativity and yield negative consequences for the business.
#1 Low or negative Net Promoter Score (NPS) from Your Customers
No, your chat score won’t move up. The graph would move down because of these inconsistencies. You need to consider your communication method when it comes to the customer experience. Identifying what ways there are of increasing your customers interest is at the heart of providing selling solutions. The communication plan of how to let customers know of those selling solutions is imperative.
In this post we’ve explored answers to the question Are You Selling Solutions Your Customers Want Solved? While some items are out of a sales leaders control (such as product/service offering), the items within their control such as communication can go a long way towards providing customers with desired problem reducing offerings.