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How Customers Make
Buying Decisions
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600
According to a study by renowned Neurobiologist
Antonio Damasio, emotions play a critical role in the
decisions we make. H...
Emotions are the feeling that leads us to act or react.
While logic is supported by facts, emotions are how
we respond, me...
As emotions are more influential in decision-making
than logic, it’s no surprise that relationships are
important in sales...
Relationships are often built over time. While you can
establish a rapport with existing clients through great
customer se...
Instead of launching into a one-size-fits-all sales
pitch, ask your customers questions that will help you
better understa...
By putting the person before the sale, you’re able to
access their needs and offer them an insurance
policy that caters to...
Making Emotions Part of Your
Sales Strategy
© 2013 QQ Solutions, Inc. All rights reserved.
QQSolutions.com | 800.940.6600
...
No matter what the product, any great brand understands
that customer service impacts customer loyalty. Your
product may n...
Once a customer feels as though they can trust you, then
the product and – finally – your brand as a whole, they’re
likely...
About QQ Solutions
QQ Solutions is one of the largest providers of agency management
systems nationwide.
-More than 4,500 ...
Take Your Agency From
Good to Great!
QQ Solutions develops agency management systems and
other automation solutions that d...
Connect With Us!
Read our agency management blog for tips on marketing, sales, client
relations, and much more.
Join the c...
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How Customers Make Buying Decisions

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According to research, emotions play a critical role in the decisions we make. Find out how you can create a sales strategy that compels your customers to act.

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Transcript of "How Customers Make Buying Decisions"

  1. 1. How Customers Make Buying Decisions © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  2. 2. According to a study by renowned Neurobiologist Antonio Damasio, emotions play a critical role in the decisions we make. His research showed that emotions drive 80 percent of decision-making, whereas logic only drives 20 percent. Logic Versus Emotion © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  3. 3. Emotions are the feeling that leads us to act or react. While logic is supported by facts, emotions are how we respond, mentally or physically, to an event. We use that emotional response to decide to complete a purchase or walk away. How Emotions Impact Sales © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  4. 4. As emotions are more influential in decision-making than logic, it’s no surprise that relationships are important in sales. Your customers want to feel as though you are: • Trustworthy. • Knowledgeable. • Relatable. Building Relationships © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  5. 5. Relationships are often built over time. While you can establish a rapport with existing clients through great customer service, how do you establish a relationship with a prospect you’ve just met? This becomes especially challenging during a cold call. No matter what the scenario, you have to look beyond the sale and think about the person making the decision. Overcoming Obstacles © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  6. 6. Instead of launching into a one-size-fits-all sales pitch, ask your customers questions that will help you better understand who they are, such as: • What do you value most in life? • What are your long-term goals? • What is your biggest frustration? Meeting People Where They Are © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  7. 7. By putting the person before the sale, you’re able to access their needs and offer them an insurance policy that caters to them. You may even make a recommendation they didn’t initially consider, which could save them money or provide them with much- needed protection in the future. This will reinforce the fact that you have their best interest at heart. Listening to Customers’ Needs © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  8. 8. Making Emotions Part of Your Sales Strategy © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600 Here are a few ways to authentically incorporate emotion into your sales strategy. 1. Listen. Ask your customers questions to gain insight into who they are and what they need. 2. Empathize. If you were in their shoes, what coverages would you consider and why? 3. Educate. After listening and understanding their perspective, educate them on the benefits of specific coverages, but only the ones you truly feel they need. Use real-life examples they can relate to, not abstract claims that “we’re the best.”
  9. 9. No matter what the product, any great brand understands that customer service impacts customer loyalty. Your product may not be cheaper. You may even offer the same type of insurance coverages as your competitors. However, what differentiates you from them is your ability to provide a personalized experience that makes each customer feel like they’re your only customer. Customer Loyalty © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  10. 10. Once a customer feels as though they can trust you, then the product and – finally – your brand as a whole, they’re likely to tell others about their experience. This is called “word-of-mouth marketing,” and it can be one of the most compelling vehicles to drive sales. While you can tell prospects why you’re the superior choice, they’re more likely to believe it when they hear it directly from another customer. Word-of-Mouth Marketing © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  11. 11. About QQ Solutions QQ Solutions is one of the largest providers of agency management systems nationwide. -More than 4,500 insurance agency customers -More than 20,000 users -Now in our 25th year of business Our mission is to help independent insurance agencies compete in the digital world, by leveraging Web technology, social media, Internet marketing and real-time services. © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  12. 12. Take Your Agency From Good to Great! QQ Solutions develops agency management systems and other automation solutions that do the heavy-lifting for you – letting you focus on helping your clients and growing your business. • QQ Catalyst – The latest in agency management systems, Catalyst is an innovative game changer that everyone in your office will love to use. • QQ WebRater – Get real-time auto insurance rates, fast and easy. © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
  13. 13. Connect With Us! Read our agency management blog for tips on marketing, sales, client relations, and much more. Join the conversation about insurance sales and agency management systems on our QQ Solutions Facebook page. Follow QQ Solutions on Twitter to get the latest updates about our products. Connect with QQ Solutions on LinkedIn as a business contact and follow us for career opportunities. Circle QQ Solutions on Google+ for images, news updates, and more. Watch the QQ Solutions YouTube channel for tutorials and demos. © 2013 QQ Solutions, Inc. All rights reserved. QQSolutions.com | 800.940.6600
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