Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />The buying process ha...
Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Ground Rules<br /><ul><li>To be able to...
To ask questions, either type the question or raise your hand--you can do this at any time
This is a dynamic webinar.  The more that you participate, the more relevant it will be for you
Following the webinar, please submit the feedback form
If you would like to know more about what we do and how we can help, please let us know on the feedback form</li></li></ul...
Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />The Evolution of Customer 2.0<br />Mark...
Via media, mail, trade shows, etc.
Except for competitor marketing, it was the only message heard
Gave the marketing team control over the message
Customer was able to determine value through features and benefit propositions</li></li></ul><li>Sales Training for Succes...
Sold on trust.  Built on relationships.
Customer bought and extracted the value
Limited information meant that the customers were happy because the value derived matched the message
Technology was used  to group customers so that they were better targeted--Best customer models created
When sales and marketing knew more than prospects--success!</li></li></ul><li>Sales Training for Success, Coaching for Lif...
Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />The New Process<br />...
End users combine the message with searches, word of mouth, blogs, distributor resources, bulletin boards, third-party rev...
Marketing information is supplemented by voices that can’t be controlled and are impossible to identify
Customers are holistic-they use ALL information-get a “balanced” view of what they need or think they want</li></li></ul><...
Information reaches people quicker
People think they understand things quicker
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Customer 2.0

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The buying process has changed. Salespeople are now dealing with educated buyers, buyers who research a product before purchasing. Buyers who believe they know what they need and plant their feet on why they need it.

Customer 2.0 will uncover the new buying process, align a new selling process to overcome the current sales obstacles and equip you with new strategies to manage your salespeople onto greater success.

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Customer 2.0

  1. 1. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />The buying process has changed.<br />Welcome to Customer 2.0<br />Presenter: Brian Kavicky<br />Sales Associate at Lushin & Associates, Inc.<br />
  2. 2. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Ground Rules<br /><ul><li>To be able to talk and ask questions, you must use the audio code
  3. 3. To ask questions, either type the question or raise your hand--you can do this at any time
  4. 4. This is a dynamic webinar. The more that you participate, the more relevant it will be for you
  5. 5. Following the webinar, please submit the feedback form
  6. 6. If you would like to know more about what we do and how we can help, please let us know on the feedback form</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />The Evolution of Customer 2.0<br />Selling Features & Benefits <br />
  7. 7. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />The Evolution of Customer 2.0<br />Marketing<br /><ul><li>Direct from the company to the end user
  8. 8. Via media, mail, trade shows, etc.
  9. 9. Except for competitor marketing, it was the only message heard
  10. 10. Gave the marketing team control over the message
  11. 11. Customer was able to determine value through features and benefit propositions</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />The Evolution of Customer 2.0<br />Sales<br /><ul><li>R&D departments-Found the buyers that had heard the message
  12. 12. Sold on trust. Built on relationships.
  13. 13. Customer bought and extracted the value
  14. 14. Limited information meant that the customers were happy because the value derived matched the message
  15. 15. Technology was used to group customers so that they were better targeted--Best customer models created
  16. 16. When sales and marketing knew more than prospects--success!</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />The Evolution of Customer 2.0<br />Technology Shifts to the End User<br />
  17. 17. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />The New Process<br /><ul><li>Marketers continue to market to the end user
  18. 18. End users combine the message with searches, word of mouth, blogs, distributor resources, bulletin boards, third-party reviewers, etc.
  19. 19. Marketing information is supplemented by voices that can’t be controlled and are impossible to identify
  20. 20. Customers are holistic-they use ALL information-get a “balanced” view of what they need or think they want</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />The Hidden Dangers<br /><ul><li>The internet speeds things up
  21. 21. Information reaches people quicker
  22. 22. People think they understand things quicker
  23. 23. Also means that they can go down the wrong path faster
  24. 24. Since they got there faster, they tend to plant their feet
  25. 25. Since prospects can get all the information they need--quickly, your new role must be to interrupt their research project.
  26. 26. Selling must be experiential to engage the prospect</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />Qualities of Customer 2.0<br />Know what they don’t want (everyone on the webinar can relate)<br /><ul><li>Have been lied to or betrayed by empty product pitches
  27. 27. No clichés or scripts
  28. 28. Self-service and control
  29. 29. Don’t want big things, like spoon feeding with bite-size pieces</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />What Customer 2.0 Wants<br /><ul><li>Listened to and be heard
  30. 30. Show up on their terms, not yours
  31. 31. Social and easily influenced--Facebook “friend” may have more credibility than you
  32. 32. Want to know that investment is solid. Can be scared off by discounts or “extras”</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />Quick Poll<br />Which type of prospect is the best example of <br />Customer 2.0?<br />
  33. 33. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Customer 2.0<br />Quick Poll<br />What are you running into?<br />
  34. 34. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />Customer 2.0 Shows Up<br />What is the indicator that a prospect is a true buyer?<br />They share information freely because they know by sharing it--it will benefit them.<br />
  35. 35. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />Differentiating Yourself<br />Now that you are “the same”, what are you doing to stand out?<br />Write down three reasons that people <br />shouldbuy from you.<br />You must establish yourself as different immediately.<br />
  36. 36. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />Slow it Down<br /><ul><li>They are on a mission. Your mission is not the same one.
  37. 37. Discover how they got here. Review their thinking.
  38. 38. Put things in their world to help them understand.
  39. 39. Don’t give them anything without getting something in return.</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />The Experience<br /><ul><li>Let the prospect discover that they don’t know everything.
  40. 40. Uncover the real issue that others are afraid to.</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />Know the Competition<br /><ul><li>The competition either can’t or won’t do things that your prospect wants them to.
  41. 41. Discover what those things are to further enhance the gaps.</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />Building Credibility<br /><ul><li>Understand that your prospect wants to connect with you.
  42. 42. Credibility comes from asking compelling questions.</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />Questions Matter<br /><ul><li>If you are asking the same questions as everyone else, you are getting the same answers.
  43. 43. How you sell is a sample of how you solve. Start illustrating how you solve by asking the right questions.</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />The Experience<br /><ul><li>Let the prospect discover that they don’t know everything.
  44. 44. Uncover the real issue that others are afraid to.</li></li></ul><li>Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />Questions<br />Raise your hand if you have a question<br />
  45. 45. Sales Training for Success, Coaching for Life.<br />lushin.com / 317-846-9200<br />Selling to Customer 2.0<br />Thanks<br />Instructions for feedback form<br />

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