In recent bulletins I have outlined the notion of the total engagement ; complete solution conversation customer experience and the types of service models and skills required to successfully execute such an offer. This month I would like to cascade the imagery of this customer experience down to granular levels to assist in the understanding. […]

This post is the final in a 3-part series: “Making the emotional connection during the sales process …..more important than ever” To review part 1 CLICK HERE To review part 2 CLICK HERE Part 3 of 3: Let’s apply the same principle now to the B2B scenario where the emotional connection with the buyer is […]

“Mary” (a pseudonym) is employed as a “forward” pharmacist at Upper Utopia West Pharmacy (another pseudonym!). In her heart and mind, she perceives herself as a “forward” pharmacist, believing that her best value to her employer is in engaging with customers at the service counters, offering health advice and solutions. Not processing scripts in the […]

This Bulletin is the second in a three part series. To review part 1 click here Making the emotional connection during the sales process ……….. more important than ever (part 2 of 3)   In this climate of negative buyer/consumer sentiment and talk of a new recession, making the emotional connection with the buyer is […]

  Too often when I ask an owner to have a look at their mission/vision statement, if they have one, it will often be a hand-me-down from their brand or group head office.  Straight away, it is by definition going to be generic.  Secondly, it will often be replete with “Mum and Motherhood” statements about […]

  In this climate of negative buyer/consumer sentiment and talk of a new recession, making the emotional connection with the buyer is even more critical than ever for the aspirational sales professional.  The concept of making the emotional connection in the buyer conversation is certainly not new, but there seems to be an irony at […]

It’s tough…bloody tough out there these days…especially when you are a professional services provider selling to corporate Australia.  Double especially,  when your value proposition is not necessarily readily tangible to the target audience, and if it is, the target immediately considers the investment required as “discretionary”. The degree of difficulty in capturing the imagination in […]

Maybe you are switching brands…moving premises…gearing up for a significant refit and investment. Maybe you have dusted off your original sketches, looking to see the degree to which your current design and configuration meets your current service needs. Any of these scenarios, and more, should lead you to take a step back and think deeply […]