The End of Sales
The past was that marketers and salespeople sold to us. Now with the use of social media, clients research the web and consult media sources and review sites like Yelp or others like it and then are sold to by their peers. We check trends on Twitter or get comments on our Facebook page.
The next step is going to be people selling to themselves. We now have enough information available for us to make logical decisions on our own.
We won’t need sales people to close us, as a matter of fact; the thought of that even happening has become what people hate about sales people and for that matter, the whole sales process.
We as customers have become more educated and in turn, have become more confident. And the last thing a confident buyer needs is a salesperson whose only goal is to close me.
The modern buyer doesn’t need someone to close her, because the deal was already done when she gets there.
Now this doesn’t mean that the role of a salesperson doesn’t exist anymore, it’s just been changed.
Overcoming objections has become sharing information.
Providing a fairly priced, honest service doesn’t need to be closed, it needs to be shared.
The way this applies to your service lane is through a MPI process.
This begins at the reception process by informing me what you’re doing by just telling me. “We’re going to have a qualified technician perform an honest and extensive multi point inspection on your vehicle. When she’s completed, I’m going to share that information with you and you can decide what route you want to go.”
Again, your not closing, you’re informing.
Welcome to the User Defined Service Experience.
The content of this service experience is filled by the user, not by the service provider.
The service provider doesn’t sell, the customer buys.
