What are the most common mistakes that lead to customer dissatisfaction during the sales process?

Qualify customer based on how better you can serve to them based on their priorities, goals, strategies, vision and expectations. If you do this in beginning itself then you can able to gain trust easily. set realistic expectation, avoid any misleading information and work together to deliver better.

Identificar as necessidades e qualificar esse cliente é dar dire??o ao negocio. Sempre tomei esse cuidado, no caso da venda B2B aonde o produto é um projeto como no meu caso, entender quais motivos levaram o cliente a procurar o produto e dar uma dire??o assertiva, dentro da expectativa e realidade do cliente é mais que um padr?o de atendimento, para mim é uma satisfa??o.

Customer dissatisfaction during the sales process often comes from a few common mistakes. These include not understanding what the customer needs, overpromising and not delivering, and poor communication. Ignoring customer feedback, not following up properly, and treating all customers the same way also cause problems. A complicated sales process and sales representatives who do not know enough about the product can make customers unhappy. To improve satisfaction, companies should understand customer needs, set realistic expectations, communicate clearly, value feedback, follow up, personalize interactions, simplify processes, and ensure their staff are well-trained.

In my experience, judiciously qualifying customers has allowed me to focus my technical acumen on prospects most likely to benefit from our solutions. This not only optimizes my time but also ensures a high success rate in engagements. I've seen firsthand how prioritizing leads based on a solid qualification framework significantly boosts the efficiency and effectiveness of our technical team.

What is the customer trying to achieve? Other than the BANT, whom is it important for and if we have their time listening to us. What role does this person play in the buying process? Have we thought through the aspects that can make the transition to the new system smooth and without a break into the customers work and processes? Change management needed at the customer's organization Who will implement and do they have the right skills (Customer satisfied with that)?

In my experience, active listening has been a gateway to invaluable product feedback. Listening to customers has frequently led me to identify gaps in our product that, once addressed, significantly improved its market fit. Recognizing these gaps is a crucial step towards evolving our product in line with customer expectations

No one wants to be sold to. Instead, we want to buy great solutions and services that address our needs. Therefore listening and engaging in meaningful conversations is foundational to be able to uncover the following: - What is the challenge my customer is dealing with? - What is the impact of not solving this on their business? - Why is it relevant to solve the problem? - Why should the customer solve the problem right now? Being able to engage with a prospect on these questions means being a knowledgeable partner who adds a new perspective or refreshing insights into their challenge. Ask yourself: Does the other person gain value from engaging with you in these conversations? This will position you as a Trusted Advisor.

You must remember you have to find a way to connect with your buyer. It is about them not you. Try to not "sell" them just listen. One of the key mistakes Sales Engineers make is trying to transition from listening to telling as a way to position their solution. Avoid this and practice active listening.

Understand customer's opinion and listing to their problems, goals, future plans helps a lot in sales process. You can make customer to believe that their voice matters. To do that you can ask questions, prioritise their goals, build trust and relation.

Too many sales engineers are trained to do demos based on a script and don't know how to adapt based on what the customer is actually asking for. Going into a demo with an agenda is helpful to stay on track, but if they customers ASKS you to pivot to a different topic or area...follow their lead. Ignoring them is the quickest way to lose trust (and their attention).

Generic demos, aka harbor tours, are extended discovery sessions with the product being used as a canvas/background. This works well for me at least. Then you follow up w a targeted demo

Demos for all customers are not created equally. You need to do modification based on each client, ask for client opinion and do changes according to their feedback. You can make individual demo by customers goal, profile, future plans, and highlight how this product helps them in their business with some examples, also showcase how it is different from other competitors.

The key to a customized demo is getting the customer to envision themselves using your solution, and how that would benefit them. Everything in the demo should be built with that in mind. The problem with a generic demo is inevitably your customer's business processes and requirements won't map well with the generic profile in the demo. This disconnect makes it obvious that you did not do your homework and kills credibility.

Generic demos are dead, period. If you are still giving generic demos to customers you have lost the opportunity before you've even joined the call. Being overly prepared for demos, tailoring your message, and the demo environment is the only way to resonate with buyers today.

The main purpose of a demo is to show how a product can solve an issue (or a set of issues) a client is facing. Each client has a different infrastructure and requirements, so even if multiple clients share the same problem, it doesn't mean it can be solved in the same way. Customizing a demo is essential to show the client how a product can address a specific situation in their unique infrastructure. If an SE doesn't demonstrate how the product can be implemented in the specific infrastructure, covering the client's technical requirements, a significant amount of the demo's effectiveness is lost.

Some objections are not even objections. Make sure to clarify what they are asking. For instance if a prospect asks "Can your product do X?" you don't know if X is what they want or not. Ask "Tell me more about how you do X today?", "How would X solve your key challenge that we spoke about yesterday". That will give you more clarity on what they really want. Also it will give you time to think of a workaround if you don't do it and they must have it. You can also frame the new must have based on what you were already told. An example is "You told me yesterday these 3 things were the most important. How does X compare to those 3?". They may say "it is really a nice to have compared to those".

You need to handle objections very carefully. Either it is a technical objection like product is not able to scale, performance issue or any kind of technical challenges or non-technical. You need to be true with your customer, convey things upfront and ask some time to solve objections. This will help to retain their trust and will not damage relationship. Also make sure to avoid these kind of mistakes in future and address as soon as you detect.

I make it a point to ensure a smooth hand-off from pre-sales to post-sales. Don’t just drop the ball after the deal is done! We need to ensure our post sales colleagues know what use cases and promises we made. Stay connected with the customer. Make sure they have all the support they need. This way, they feel taken care of even after the purchase. It’s not just about closing a sale; especially in this subscription based world. You don’t want to go back next year to a hostile customer!

After releasing some features or demo, you need to follow up with customer. Give them some time to get used to new features, ask for any improvement they want to make, any additional features they want to introduce. In order to do that you can set up monthly or biweekly meetings with them. Discuss future plans, feedbacks, improvements in that. Also track your results from past meetings.

Common mistakes leading to customer dissatisfaction during the sales process include poor communication, misleading product information, slow response times, inadequate product knowledge from sales engineer and issues with order fulfillment or delivery. Addressing these areas can enhance customer satisfaction and contribute to a positive sales experience.

Relationship Building Lack of follow up & response Poor communication skill Customer Satisfaction Active Listening Neglecting post sale engagement Unclear value proposition

Common mistakes in the sales process that lead to customer dissatisfaction include lack of product knowledge, pushy behavior, poor communication, not listening to customer needs, and failing to follow up promptly. Building trust and understanding customer requirements are crucial for a positive sales experience.

Don't forget your customers are only human. Lead with empathy, don't assume, keep a positive mindset, and show genuine interest.