Imagine walking into a fire station, your house is on fire, the fire Sargent asks you "how can i help (while walking toward the coverage map) you say "i need water for my house, i live here". (fingering the longitude and latitude).... "it looks like your house is on a hill" (fire Sargent shows the home owner a topographic picture) "wow fire Sargent you really know your shit." Sargent says, "sure do, ill just get some more of your details, i have a few questions, do you have a dog?" "yes, his name is laptop...etc..etc... " Ok let me show you the hose we are gunna put on your house (cpe) this is what it looks like. (show him/her CPE) "now lets book it in, im just about to send this job to the "fire truck" (provisioning vehicle) is now going to suit you to do this job? This discussion takes place standing as it shows the "fireman" ("solution technician") is active, enthused and action oriented. the home owner (customer) walks away with the feeling of a solution and have made an investment and that he has brought... not been sold too. This discussion takes place in one room. "reception"
We don't want the atmosphere to be retail. We don't want the atmosphere to be retail. reason People don't want to be sold they want to buy a solution. The atmosphere must reflect this.
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So to sum it up in plain English.
ReplyDeleteWe need to take the customer on a journey, a guided experience of our services and the products we sell to provide them.
"Show and Tell", we are the experts in the field and we know our stuff.