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Customer 2.0 Is Mad as Hell


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If your inside sales team isn't striking the right chord with business prospects, you're not alone. Customer 2.0 has had it with outdated sales tactics and just isn't going to take it anymore. This independent, busy, distracted, and opinionated buyer has something to say and it's time for salespeople to listen, understand, and know how and why they make decisions.

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Customer 2.0 Is Mad as Hell

  1. 1.
  2. 2. Customer 2.0 is Mad as Hell<br />Brought to you by<br />
  3. 3. How to Participate<br />Submit your questions in the GotoWebinar presentation window<br />Follow along and share your thoughts on Twitter at #TCClive<br />
  4. 4. About JosianeFeigon<br />Josiane Feigon, CEO of TeleSmart Communications <br />Author of Smart Selling on the Phone and Online<br />Email: Josiane@tele-smart.comPhone:415-543-6537<br />Voted Book of the year by AA-ISP<br />TeleSmart Communications <br />All Rights Reserved 2011<br />
  5. 5. Free Book Giveaway!<br />“I have read 100+ sales books in 20 years and yours was the most practical and useful I have ever read. I am buying a copy for all my reps. Bravo!”<br />TeleSmart Communications <br />All Rights Reserved 2011<br />
  6. 6. Agenda for Webinar<br />Yesterday’s Customer 1.0<br />Customer 2.0 Has Arrived<br />Care Instructions #1-14<br />
  7. 7. Customers are Mad as Hell!<br />TeleSmart Communications <br />All Rights Reserved 2011<br />7<br />
  8. 8. Yesterday’s Customer 1.0<br />They were loyal, dependable, predictable and patient. <br />They took the time to sort through lots of information and data<br />They sat through long presentations, read through lengthy proposals and granted meetings and long lunches<br />They answered their phones or returned messages<br />They took risks on unknown companies with unknown products because they wanted to be the hero<br />They requested follow-up and reminder sales calls to keep the sale moving along<br />They rarely gave out their phone number or email address<br />TeleSmart Communications <br />All Rights Reserved 2011<br />8<br />
  9. 9. The Customer 2.0 Has Arrived<br />TeleSmart Communications <br />All Rights Reserved 2011<br />9<br />
  10. 10. Care Instructions- #1: They Travel Light<br />TeleSmart Communications <br />All Rights Reserved 2011<br />10<br />
  11. 11. Care Instructions- #2: They Check Out Your Social Graph<br />78%of consumers trust peer recommendations <br />14% trust advertisements<br />TeleSmart Communications <br />All Rights Reserved 2011<br />11<br />
  12. 12. Care Instructions- #3: They Know More than You Do<br />TeleSmart Communications <br />All Rights Reserved 2011<br />12<br />
  13. 13. Care Instructions- #4: They Prefer Their Own Purchase Channels<br />TeleSmart Communications <br />All Rights Reserved 2011<br />13<br />
  14. 14. Care Instructions- #5: They are Influenced by Peers<br />TeleSmart Communications <br />All Rights Reserved 2011<br />14<br />
  15. 15. Care Instructions- #6: They are Motivated by Fear<br />TeleSmart Communications <br />All Rights Reserved 2011<br />15<br />
  16. 16. Care Instructions- #7: They Like to Self-Educate<br /><ul><li>Webinars
  17. 17. White papers
  18. 18. Newsletters and Ezines
  19. 19. Blogs
  20. 20. Ebooks
  21. 21. Slideshare
  22. 22. Industry research
  23. 23. Case studies
  24. 24. Competitive benchmark
  25. 25. YouTube video
  26. 26. Podcast
  27. 27. Testimonials - Success stories</li></ul>9 out of 10 buyers say that when they are ready to buy, they will come looking for you<br />TeleSmart Communications <br />All Rights Reserved 2011<br />16<br />
  28. 28. Care Instructions- #8: They Cancel Appointments<br />TeleSmart Communications <br />All Rights Reserved 2011<br />17<br />
  29. 29. Care Instructions- #9: They Buy Based on Trigger Events<br />TeleSmart Communications <br />All Rights Reserved 2011<br />18<br />
  30. 30. Care Instructions- #10: They Look for an Immediate ROI<br />TeleSmart Communications <br />All Rights Reserved 2011<br />19<br />
  31. 31. Care Instructions- #11: They Expect You to Write Well<br /><ul><li>Blog Comments
  32. 32. LinkedIn Discussions and Q&A
  33. 33. User Group Forums
  34. 34. Tweet streams
  35. 35. Scripts for YouTube video
  36. 36. Texting Appointment Confirmations
  37. 37. Testimonials - Success stories</li></ul>TeleSmart Communications <br />All Rights Reserved 2011<br />20<br />
  38. 38. Care Instructions- #12: The Expect You to Do Your Homework<br />TeleSmart Communications <br />All Rights Reserved 2011<br />21<br />
  39. 39. Care Instructions- #13: They Mobilize with Smart Phones<br />TeleSmart Communications <br />All Rights Reserved 2011<br />22<br />
  40. 40. Care Instructions- #14: They are Virtually Connected<br />TeleSmart Communications <br />All Rights Reserved 2011<br />23<br />
  41. 41. Free Resources<br /><ul><li>ebook- Smart Selling on the Phone and Online
  42. 42. ebook - Smart Selling to the People with the Power to Buy
  43. 43. ebook - Smart Selling Tools for Inside Sales 2.0
  44. 44. Newsletter- Monthly newsletters
  45. 45. White Papers- Trend Reports, In/Out Lists, Selecting an Inside Sales Vendor
  46. 46. YouTube-
  47. 47. Webinars/Roundtables-
  48. 48. Blog- Cubicle Chronicles
  49. 49. Linkedin - TeleSmart Selling Group</li></ul>TeleSmart Communications <br />All Rights Reserved 2011<br />24<br />
  50. 50. And the Winner Is…<br />TeleSmart Communications <br />All Rights Reserved 2011<br />25<br />
  51. 51. Q&A: How to Participate<br />Follow along and share your thoughts on Twitter at #TCClive<br />Submit your questions in the GotoWebinar presentation window<br />
  52. 52. TeleSmart Communications <br />All Rights Reserved 2011<br />Who is TeleSmart?<br />“The TeleSmart 10 methodology for inside sales is like Miller Heiman methodology for field sales.”<br /><ul><li>We understand the dynamics of selling in the small, mid-sized and enterprise markets.
  53. 53. We train all inside teams- lead dev, telesales, chat, inside sales or renewals.
  54. 54. We teach managers to identify skill gaps and coach for increased performance and drive revenues.
  55. 55. We work with both direct and indirect selling models and structures.
  56. 56. Global Fortune 500 clients such as VeriSign, Autodesk, Agilent, Cisco and Harte-Hanks have adopted the TeleSmart 10 methodology for their global inside sales organizations.
  57. 57. We are one of the pioneers in sponsoring the Sales 2.0 conference
  58. 58. We’ve been entrenched in the SaaS space for 20 years.
  59. 59. We work with globally disbursed inside sales teams - EMEA, Latin America, AsiaPac, Australia, or India.
  60. 60. We raise the bar in most Inside Sales Organizations, transforming and motivating the way teams sell over the phone and on-line.
  61. 61. We certify teams, managers and trainers on our telesales-centric training methodology; The TeleSmart 10 - Sales Booster Series.
  62. 62. Email: Josiane@tele-smart.comPhone:415-543-6537</li></li></ul><li>Thanks for Joining Us<br />This webinar will be available on-demand at Stop by to learn more and share your comments.<br />Connect with our panelists on The Customer Collective using the search function:<br />