sales training consultants

Recent Posts

Sales Training Consultants

Performance Through People

What Customers Want From Sales People

Do you have a minute? Quickly write down four qualities that customers would like sales people to demonstrate before they buy from them (No peeking!).

When I run this session, I write the acronym IKEA vertically down the flipchart and ask people to come up with qualities that start with the four initials, sometimes adding letters if they get stuck.
And the answer is?

  • I for Integrity, people want to deal with people they can trust especially if this is a relationship sale.
  • K for knowledge, which should include the sales person’s own company, processes, products/services and people; the industry and market; and last but not least as much about the customer’s business as they can.
  • E for Empathy, make me special and show that you care about me as an individual. I answer the phone “Hello, John Fowler” and get incredibly annoyed when the person at the other end says “er, can I speak to John Fowler”.
  • A is the one most people don’t get so I start giving more clues – Au, Aut and in one workshop at this point one of the sales people shouted out “Autustic” – hmmm. Of course, A for Authority, because when things go wrong the customer wants to ensure the sales person has the authority within their own company to make things happen. This could also be seen as a certain gravitas and standing.

Sales managers can use this as a team builder, getting pairs of sales people to come up with ways of demonstrating the IKEA qualities. Let me know what qualities you think sales people need to succeed in today’s business climate.
This entry was written by John, posted on April 20, 2010 at 9:33 am, filed under Customer Focus and tagged , , , . Bookmark the permalink. Follow any comments here with the RSS feed for this post. Both comments and trackbacks are currently closed.

Can we assist with your training requirements? Just email us now with your details and we'll get back to you.


Bookmark The Site.

    Home     Sample courses     Sales skills     Management skills     Personal effectiveness     Consultancy     Training needs analysis     Sales force assessment     Competency based training     Training design     Sales training     The need for training     For company executives     For customers     For sales people     For sales managers     Types of training     Core sales skills     Business acumen     Individual Effectiveness     Sales induction     Delivery options     elearning     Face to face     Seminars     Power hours     DVD/CD     On the job     Measuring success     Level 1 - reaction     Level 2 - learning     Level 3 - behaviour     Level 4 - results     Common mistakes     No clear objectives     Its not sales training     What changes     No executive sponsorship     An isolated course     No sales engagement     The way forward     Tailoring for your needs     elearning for the basics     Face to face for momentum     Power training to re-enforce     Management training     Leadership     Driving the team     Coaching for results     General management     Case studies     Moving from product to services sales     Virtual team leadership     Selling managed services     Developing sales people new to IT     Delivering key executive messages     Changing management behaviour     Resources     Friends pages     Training quotes     Training feedback     Sales training books     Sales books     Leadership books     Management books     Self Help books     Sitemap     Contact

2007 Copyright ©
Bookmark and Share