Weitere ähnliche Inhalte Mehr von Business Success Center (7) Kürzlich hochgeladen (20) Catching the wild customer1. +
Catching the Wild
Customer
Presenter: Jan Triplett, Ph.D.
CEO, Business Success Center
Sales, Marketing & Financial Strategy
#PC9
©Business Success Center, Austin, TX 2012. All rights reserved. 1
2. + 2
This is me.
• Business Success Center
• Sales, marketing, and financial
management strategy
• Focus on growing businesses
• Also prepares businesses for
sale or transfer.
• 30 years of successful results
• High tech to no tech firms
• Service & product businesses
• A-Z industries & professions
• Award-winning; internationally
recognized
• NCRC Professionally certified
• Proud to be green Who are you?
©Business Success Center, Austin, TX 2012. All rights reserved.
3. + 3
Agenda
Customer Stages from the Seller’s Point of View
The Seller’s Sales Flow Process
Why Sales Vanish
The Customer’s Buying Continuum™
Catching the Wild Customer: Do’s & Don’ts
©Business Success Center, Austin, TX 2012. All rights reserved.
4. + 4
Customer Stage Identification
Suspect
Prospect
Customer
Platinum Profile Customer™
©Business Success Center, Austin, TX 2012. All rights reserved.
5. + 5
Customer Stage Identification
Level 1: Suspect
Suspect is not a Customer yet; can be a referral.
Referrals are all Suspects until they are pre-qualified.
Need to do some research & pre-qualify before directly
contacting a Suspect.
©Business Success Center, Austin, TX 2012. All rights reserved.
6. + 6
Customer Stage Identification
Level 2: Prospect
At initial contact they become a Prospect.
Present Prospect with an opportunity to buy.
Prospect is not a customer until sold something.
©Business Success Center, Austin, TX 2012. All rights reserved.
7. + 7
Customer Stage Identification
Level 4: Customer
Becomes a Customer when the sale is closed and money
exchanged.
©Business Success Center, Austin, TX 2012. All rights reserved.
8. + 8
Customer Stage Identification
Level 5: Platinum Profile Customer™ (Post Sale)
Becomes a Platinum Profile Customer™ when the customer
adds more value than just dollars.
Reinforce, Retain, Repurchase
©Business Success Center, Austin, TX 2012. All rights reserved.
9. + 9
Sales Flow Process
Seller's Action Items
Step 1: Pre-qualify (pre-contact)
Step 2: Initial Contact (brand ID, awareness)
Step 3: Marketing (objections/FAQ)
Step 4: Merchandising (reduce risk/ give taste)
Step 5: Close
Step 6: Post Sale (reinforce sale, retain)
Step 7: Resell or Upgrade
Keep or Cull at each step
©Business Success Center, Austin, TX 2012. All rights reserved.
10. + 10
Why “Sure Fire” Prospects Vanish
You rushed.
They didn’t see what you saw as addressing their problems or
helping them take advantage of an opportunity. (Benefits &
Advantages vs. Features)
You lost to “Ghost Competitors”.
You didn’t address their problem space.
They didn’t finish their Buyer’s Continuum™.
©Business Success Center, Austin, TX 2012. All rights reserved.
11. + 11
Customer’s Buying Continuum™
Buyer's Purchasing Perspective
Step 1: Determine need
©Business Success Center, Austin, TX 2012. All rights reserved.
12. + 12
Customer’s Buying Continuum™
Buyer's Perspective
Step 2: Set goal
©Business Success Center, Austin, TX 2012. All rights reserved.
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Customer’s Buying Continuum™
Buyer's Perspective
Step 3: Identify inflexible constraints and set priorities.
©Business Success Center, Austin, TX 2012. All rights reserved.
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Customer’s Buying Continuum™
Buyer's Perspective
Step 4: Gather info, evaluate options
©Business Success Center, Austin, TX 2012. All rights reserved.
15. + 15
Customer’s Buying Continuum™
Buyer's Perspective
Step 5: Make Purchase
©Business Success Center, Austin, TX 2012. All rights reserved.
16. + 16
Customer’s Buying Continuum™
Buyer's Perspective
Step 6: Feel remorse or rejoice
©Business Success Center, Austin, TX 2012. All rights reserved.
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Customer’s Buying Continuum™
Buyer's Perspective
Step 7: Repurchase, upgrade or disappear
©Business Success Center, Austin, TX 2012. All rights reserved.
18. Catching the Wild Customer:
+ 18
Do’s & Don’ts
Buyer can compress steps; but Seller cannot let Buyer skip
any.
Some of the above steps can happen simultaneously.
Seller’s and Buyer’s processes don’t mesh perfectly so allow
time for both.
©Business Success Center, Austin, TX 2012. All rights reserved.
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Worth Reading
Blue Ocean Strategy by Kim & Mauborgne
The Magic of Change by Tom Britton & Kent Cummins
Selling with Integrity by Sharon Drew Morgen
Thinking Big, Staying Small by Crispin Ruiz, Dixie Shipp Evatt,
& Jan Triplett
If you have questions on the content of this seminar or if you
would like to meet to discuss your “wild customers”, please
email me at triplett@ownersview.com.
©Business Success Center, Austin, TX 2012. All rights reserved.
20. +
Here’s to
your
success!
Jan Triplett
triplett@ownersview.com
Blog: http://www.ownersview.com
512-933-1983
#PC 2
©Business Success Center, Austin, TX 2012. All rights reserved.
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