What do you do if your logical reasoning fails to identify and address customer needs?

Being empathetic means putting yourself in the shoes of your prospect. That much you probably know already. But what does it REALLY mean in practice? Essentially one thing: not expecting anything in return of your interactions. Nada. "Hey John, can I ask what you currently use for customer segmentation?" "We're covered on that end, thanks." "Sounds like you got it figured out. Out of curiosity, are you able to hit 80% accuracy on your current models?" "We don't have any, and we're not looking to get any." "I understand - that would be a pretty dramatic change for sure. So do you only rely on historical data? "Pretty much. It's not the easiest but it's what we're used to." And your job is done. Let the prospect do the rest.

La formación es fundamental, pero no hay nada como la práctica para ayudar a un potencial cliente a tomar la decisión de compra. En B2C más de un 80% de la venta es emocional, en B2B hay otras variables más lógicas que entran en juego, aunque también hay componente emocional.

Tente entender os sentimentos e as motiva??es por trás das demandas do cliente, ouvindo ativamente e percebendo sinais n?o verbais. Fa?a perguntas abertas para incentivar o cliente a expressar suas verdadeiras preocupa??es e desejos. Use histórias relevantes para criar uma conex?o emocional e mostrar como você pode ajudar. Reflita sobre o feedback recebido, adapte suas abordagens conforme necessário, e sempre busque aprender com cada intera??o.

You have to be the customer. Literally call your customer service department, try to buy your product through your own platform, give yourself the experience of being the customer.

En la prospección por un canal de texto es complicado hacer preguntas abiertas, por el propio contexto y porque la conversación se puede ir hacia direcciones no deseadas. En cambio, en un reunión, es recomendable hacer preguntas abiertas para indagar en la situación, problemas y deseos de nuestro potencial cliente. Yo siempre suelo utilizar preguntas que empiezan por: ?Cómo...?, ?Qué...? y ?Por qué...).

A good way of getting your point across and get you clients to potentially understand you better is to use stories. Previous experience from similar clients, ideally backed up with case studies, can help your clients to better understand what you are trying to tell them. Stories and case studies may make it easier for your prospects to widen their understanding and to understand how you and your team can bring a valuable outcome for them.

My go-to approach would be to consult my team. Being surrounded by individuals that are aligned with my morals but approach situations differently has been such a powerful advantage in situations like this.

Una técnica de la que poco se habla son los silencios. Por ejemplo, cuando el prospecto termina de responder a tu pregunta, quédate en silencio 2-3 segundos. Más del 90% de las veces seguirá hablando, profundizando más en las cuestión y compartiendo información de interés.