Customer Experience News & Trends

Factors influencing customers’ buying decisions

Years of tracking major sales and analyzing the data show that customers’ decision processes tend to go through four distinct phases. Three occur before the purchase decision. One comes just after it.

Tapping into 5 emotions that guide customers’ buying decisions

Here are five of the most common emotions that guide prospects’ buying decisions, along with some creative ways for salespeople to tap into each one: 

Using the ‘4 O’s’ to get an edge on competitors

Four easy-to-remember keys can help your salespeople trump the competition. 

5 presentation lessons from the master — Steve Jobs

The late Apple co-founder will be remembered for a number of things, including his ability to attract and captivate audiences and the media. An analysis shows he used the same formula — one that anyone else can employ.

When a customer mentions the competition

Never mentioning the competition is an old selling rule that has some merit. But what should you do if your prospect brings up the competition?

The key to getting access to top-level execs

Dealing successfully with senior executives requires an understanding that the audience is unique and must be treated differently than other prospects.

5 keys to selling to top executives

Dealing successfully with senior executives requires an understanding that the audience is unique and must be treated differently than other prospects.

Your advantage in a weak economy — if you play your cards right

A well-established relationship can look invincible, but it may not be as secure as it appears, especially during difficult times. Customers are more accessible and open to listening to competitive proposals when the economy is weak.

Three listening skills to defuse the angry customer

Listening skills are important in every stage of the selling process, but they’re critical when a customer is angry.

5 keys to winning negotiations with cost-conscious buyers

Budgets are tight, and competition is tighter. Right now, most buyers feel like you need their business more than they need you. But here are five ways to turn the tables and create an atmosphere where they’re bargaining based on your terms.