Customer relationships

Multigenerational awareness as the key to building long-lasting customer relations

A multigenerational sales team can span as many as five generations. Some are fresh out of college, some are middle-aged, still others are nearing retirement. Having people who were born between the 1920s and the 1990s in one team creates the potential for creativity and innovation, but also for conflict and misunderstanding. Does the same friction appear when it comes to multigenerational selling?

Give the customer a choice

Michał Lisiecki   Sell it in English 7/2019 Tylko on-line
When face with choosing a mobile data plan, cable television package, or even yogurt in a supermarket, we’re often stunned by the number of options available. Although psychological research confirms that too many options often leads us to totally abandon the purchase, it must be clearly stated that the choice should belong to the customer. Even if it’s a Henry Ford style choice - that is, that the customer can have the car in any colour they like, as long as it’s black.

How to build credibility with buyers

In our book, "The Collaborative Sale"1, my colleague Keith Eades and I explored how buyers’ expectations of salespeople have changed over the last few years. Our research shows that buyers have more access to information than ever before. As a result, they feel fully empowered to control their buying process, with significantly less interaction with salespeople, especially in the early stages of a purchase evaluation.


10 techniques that increase the salesperson's credibility in the eyes of the client

Your credibility among clients is a key factor determining your ability to persuade, which your sales depend on. If it is not high enough, it’ll be far harder for you to get new orders. How can you strengthen your credibility in the eyes of the client, so that it translates not only into short-term sales, but also long-term benefits for your relationship and your image?


When the client doesn't pay

There’s nothing quite like signing a new contract with a client. Your enthusiasm drops, however, when the client buys something but doesn’t pay on time. Some salespeople try at all costs to recover the amount due, often without effect. Others, for fear of losing both the client and their reputation, take no action.


B2B customer journey

Until recently, the sales process gave direction to the salesperson’s actions and determined their effectiveness. Today, clients are taking control of the sales process, and at which stage the salesperson makes their appearance determines how great their influence will be. Understanding the client’s purchase path and matching the sales process to it provides a distinct competitive advantage and allows you to manage the sales funnel more efficiently.