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Recession Selling

Neil Rackham, "Customers will often buy much more expensive solutions in a recession if they perceive them as less risky." Selling Power June 2009

Selling in the “New Economy”

I was reading Selling Power - June 2009 (Yes, I am behind in my reading), Gerhard Gschwandtner wrote, "We can no longer dictate how prospects buy, and we can no longer act as if we know what's best for the customer. Such terms as "solution selling", value selling", and "consultative selling" sound good, but they no longer matter. What matters is what the customer wants."I agree. Technology has changed and provided customers with incredible new ways to purchase or at least research products. Changes in technology have changed society, and have changed the buying process and the selling process.At the end of the article, Gerhard continues, "...there is better technology to to manage every step of your sales process...renovate your sales technology so you can accelerate your sales. If you don't like that change, get ready to be irrelevant."

Being Quoted

I was recently quoted in "10 Steps to Successful Sales" by Brian Lambert... My words of wisdom: "Your customer’s customer is your customer too. Help them increase their sales and they will increase yours."

MIT Personas

http://personas.media.mit.edu/personasWeb.html

Enter your name, and Personas scours the web for information and attempts to characterize the person - to fit them to a predetermined set of categories that an algorithmic process created from a massive corpus of data. The computational process is visualized with each stage of the analysis, finally resulting in the presentation of a seemingly authoritative personal profile.

I orginally came across this through a post at Tech Crunch:

http://www.techcrunch.com/2009/08/21/the-personas-project-from-mit-is-all-kinds-of-cool/ 

I use my full name and also my nickname so I ran it twice and here are the results:

Virgin Listens

I flew back from London a few weeks ago on a Virgin Atlantic flight. As we were flying I was taking photos out of the window. I noticed there seemed to be something flapping near the wing.

I zoomed in and took as many photos as I could. Once the plane landed (it wasn't much longer after I took the photos), I talked with some of the staff. The flight attendant asked me to speak with the captain, who then wanted me to show the picture to the engineer. I waited for the engineer to arrive, showed him the photos, and told him where I was sitting.

They all seemed very interested and even while I was waiting to go through customs, the pilot, stopped and said thanks again.

I hope it was nothing serious, but at least they all took the time to listen and seemed genuinely concerned. That was good customer service.

Dear Dell, What Happened?

Dear Dell Gold Team,

What happened? We had such a good relationship at one time. I called you yesterday, but you wouldn't answer, why are you screening my calls? I sent you an email, but you didn't reply.

I found a number you gave me and called again this morning, and the operator tried to give me the run around. I used a different number and the person who answered said they could not open the record of our relationship. Have you blocked me out completely?

That person said I should call you directly. I did. It breaks my heart when I leave you messages and you don't call back.

Is it me? Was I too needy? If you sell me just one more laptop I promise I won't call you again. I know you are busy and are involved with a lot of people (they told me you were too busy for a serious relationship), but I thought we had something special. I guess I was wrong. I will always cherish the good times we had. I hope you all the best in your future.

Sincerely disappointed,

-your customer

UPDATE:

It has been at least twenty four hours, four phone calls, three voice messages, and one email and I still cannot purchase a laptop from Dell.... I guess this dude doesn't get it.

UPDATE TWO:

So I just got a call from Dell, they say they changed the email address, the girl who called didn't ask for a customer number or anything, but also said she would send a quote over to me immediately. The strange part was we did not talk at all about anything other then me giving her a model number. So I am wondering if I will have to call her back and ask her to revise anything and talk about shipping since I need it ASAP? It will be great to find out if they actually changed any of the information they had wrong also.

UPDATE THREE:

As I suspected, I had to contact them again, this time through email with the girl who provided the quote, we did have change a few things and fix the shipping. I will admit - it arrived the day they said they were going to send it, so that was nice.