When Speaking To A Disgruntled Customer You Cannot Be Craven

  • 3% are active buyers. These prospects are actively shopping for the products or services your company provides. They’re looking to make a purchase in 1-3 months. These prospects are sales-ready.
  • 7% intend to change. These prospects need your product or service but they’re not searching for a solution to their problem yet. These prospects need nurturing in the form of education and helpful resources.
  • 30% have a need, but not enough to act. These prospects are not going to buy. Oh, they’ll try to convince you that they’re willing and able to buy, but they’ll refuse to commit to the sale. If their need stays the same, their commitment remains lukewarm.
  • 30% do not have a need. These people are unwilling to buy. They don’t need your products or your services and they’re not open to any sales or marketing messages you may have. They’re disqualified for one reason or another.
  • 30% are not interested in your company. These customers aren’t a fit for your company. If they have a need for your product or service, it doesn’t matter. They’ll never choose you. Their loyalties lie elsewhere, they’ve had a bad experience with your brand, or they don’t like what you stand for.

See why this is important?

Approximately 60% of your market is unwilling to buy; 30% of these customers are unwilling to buy from you. What does this tell us about sales outreach? First, sales outreach is absolutely essential to your company’s growth.

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Second, sales outreach is not a numbers game.

Sales outreach is a targeting and matchmaking game. The better you are at defining your ideal customer ahead of time, the more successful (and profitable) your sales outreach efforts will be.

How are you supposed to do that?

You focus on the right strategies and tactics upfront; doing this boosts productivity dramatically because you’re spending more time with prospects who are both willing and able to buy.

How do you find these prospects?

  1. Reach out to accounting and ask for a list of your company’s most profitable customers
  2. Learn everything you can about these customers (from marketing, customer service, accounting, etc.)
  3. Create a profile that outlines the demographics, psychographics, and ethnographics
  4. Ask marketing where people that fit the profile spend their time (e.g., products they use, sites they frequent, etc.)

Here’s why this is important.

This upfront research will enable you to craft irresistible offers that make lead generation simple and productive. It’s the kind of upfront research you’ll need to inform your sales outreach strategy.

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