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How can you win over a prospect with a negative ERP vendor experience?

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If you are a technical sales professional in the ERP (Enterprise Resource Planning) industry, you may encounter prospects who have had a bad experience with another ERP vendor. They may be reluctant to trust you, skeptical about your product, or frustrated with the implementation process. How can you win over such prospects and convince them that your ERP solution is different and better? Here are some tips to help you overcome this common sales challenge and objection.

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Durre Tabish Bibikar

??Business Coach for Software Founders | Scaling Expert | Award-Winning in Strategy, Team Development & Profit Growth??

1 Empathize and listen

The first step to winning over a prospect with a negative ERP vendor experience is to empathize and listen to their pain points. Don't dismiss or minimize their concerns, but acknowledge them and show that you understand how they feel. Ask open-ended questions to learn more about their previous ERP project, what went wrong, and how it affected their business. By listening actively and empathetically, you can build rapport and trust with the prospect, and show that you care about their needs and goals.

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Durre Tabish Bibikar

??Business Coach for Software Founders | Scaling Expert | Award-Winning in Strategy, Team Development & Profit Growth??
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Winning over a prospect with a negative ERP vendor experience demands empathy, transparency, and tangible solutions. Understand their pain points, showcase how your solution addresses them, and be transparent about any limitations. Offer personalized demonstrations, highlight customer success stories, and provide ongoing support to build trust and long-term relationships. By following these steps, you can turn a negative experience into a positive opportunity for both parties.

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Prashant Kumar Jaiswal

Program Manager at Infosys Limited
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Winning a prospect with a negative experience requires empathy, understanding, and a solution-focused approach. Here are some steps: 1. Acknowledge their experience: Validate their feelings and show understanding. 2. Identify the root cause: Ask questions to uncover the source of their dissatisfaction. 3. Offer a solution: Present a tailored solution that addresses their concerns. 4. Provide proof: Share case studies, testimonials, or success stories that demonstrate your ability to deliver. 5. Build trust: Be transparent, responsive, and consistent in your communication. 6. Showcase your unique value: Highlight what sets you apart from their previous negative experience. This are ways you can win customer back.

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Tamal Datta

Managing Director Asia Pacific and Japan @ Skybuffer | MBA, SAP
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To win over a prospect with a negative ERP vendor experience, we must approach them with empathy and understanding. It's crucial to listen to their concerns and frustrations, showing them that we truly understand their pain points. We should then highlight the unique strengths of our ERP solution, demonstrating how it can effectively address their specific needs and overcome the challenges they faced with their previous vendor. Providing evidence of our solution's success, such as case studies or testimonials, can further reinforce our credibility.

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Tamal Datta

Managing Director Asia Pacific and Japan @ Skybuffer | MBA, SAP
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Additionally, offering a trial or demo of our ERP system can allow the prospect to experience its benefits firsthand, helping them visualize how it can improve their operations. Throughout the sales process, we must be proactive in addressing any concerns or objections the prospect may have, showing them that we are committed to providing exceptional customer service.

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Tamal Datta

Managing Director Asia Pacific and Japan @ Skybuffer | MBA, SAP
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Following up regularly and maintaining open communication with the prospect is also crucial. This shows our dedication to their success and can help build trust over time. By taking this approach, we can effectively win over prospects with negative ERP vendor experiences and showcase the value of our solution.

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2 Highlight your value proposition

The next step is to highlight your value proposition and explain how your ERP solution can solve their problems and deliver the benefits they are looking for. Don't just list the features and functions of your product, but focus on the outcomes and results that it can help them achieve. Use case studies, testimonials, or demos to illustrate how your ERP solution has helped other customers in similar situations, and how it can help them too. Show how your ERP solution is different and better than the one they had a bad experience with, and how it can meet their specific requirements and expectations.

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3 Address their objections

The third step is to address their objections and overcome their resistance. You may face some common objections such as the cost being too high, the implementation being too complex, the product not being compatible with existing systems, or the vendor not being reliable or responsive. To address these objections, you need to provide evidence and reassurance that your ERP solution is worth the investment, that the implementation process is smooth and efficient, that the product is flexible and adaptable, and that the vendor is trustworthy and supportive. Utilize facts, figures, references, or guarantees to back up your claims and demonstrate how you can reduce any risks or challenges they may face.

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4 Involve them in the process

The final step is to involve them in the process and make them feel part of the solution. Don't just tell them what your ERP solution can do for them, but show them how they can participate in the design, customization, testing, and deployment of the product. Invite them to give feedback, ask questions, or request changes along the way. By involving them in the process, you can increase their engagement, satisfaction, and loyalty, and make them feel more confident and comfortable with your ERP solution.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Prashant Kumar Jaiswal

Program Manager at Infosys Limited
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Other things which can be done are: 1. Offer a trial or pilot: Allow them to test your product or service with minimal risk. 2. Address their fears: Proactively address potential concerns and demonstrate how you'll mitigate them. 3. Focus on the future: Emphasize how your solution will help them achieve their goals, rather than dwelling on past negative experiences. 3. Regular follow up: Regularly check in to ensure their needs are being met and build a long-term relationship. Remember, winning a prospect with a negative experience requires patience, empathy, and a customer-centric approach.

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How can you win over a prospect with a negative ERP vendor experience?

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2

3

4

5

1 Empathize and listen

2 Highlight your value proposition

3 Address their objections

4 Involve them in the process

5 Here’s what else to consider

Technical Sales

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How can you win over a prospect with a negative ERP vendor experience?

1

2

3

4

5

1 Empathize and listen

2 Highlight your value proposition

3 Address their objections

4 Involve them in the process

5 Here’s what else to consider

Technical Sales

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