DEVELOR International Zrt
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    Budapest, Hungary

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    Selling as it was, is over

    Though in most countries strict lockdowns seem to be over, certain habits
    have changed; doctors have discovered that they do not need to see
    medical representatives personally, retail store managers are comfortable
    ordering online.

    Sales organizations need to build new ways of approaching the
    customers and reinvent the behaviors of sales people during the

    Virtual meetings are different in nature to the physical ones. And although
    some past practices might still work, customers’ expectations in nearly all
    industries have evolved.

    To evolve as well, salespeople must first change their mindset from
    “Business as usual will return” to “The world is new, let’s adapt.” Then their
    skills required to build trust, to assess the customer needs and to present
    the product or the solution can be updated to match the new reality.

    Insight 1

    Less time for trust building

    These days – regardless whether we meet in person or
    online – the opportunities to build trust are limited.

    Both the online communication and the social distancing
    rules are limiting our options to make a good impression.

    Customers have less focus on non-necessary purchases.
    Uncertain future forces clients to be more cautious and
    less decisive.

    Selling behaviours, which were neglected, need

    We find more important now for the salesperson to
    consciously adapt to the client to build rapport, to prepare
    in a structured manner for every interaction with intention
    to exceed the expectations.

    Working with sales people we start by forming the mindset
    so they are ready to accept that change is needed. Then
    we train proven effective behaviours and add new
    practices that are suitalbe for the new era. We train this
    using tested concepts in practical situations in their

    Insight 2

    Selling is more than ordering

    The ever greater shift towards online is down-playing the
    thorough needs assessment. Today you can order a Tesla
    with five clicks.

    Customers get the false perception that without consulting
    an expert their decision is the same well informed and
    fitting to their needs as with one.

    The key challenge of selling then becomes to establish
    that the salesperson in the expert role is needed. And that
    strengthens the need of salespeople to be trained to be
    the trusted advisor.

    That’s why DEVELOR during sales programs focuses on
    understanding all salesperson roles.

    Insight 3

    Interaction is experience

    The false impression of “I can order all online” also
    challenges the importance of personal customer
    experience. As a consequence, the company either goes
    fully online or must provide the best sales and customer
    experience to survive.

    Examining the customer journey in the new reality,
    retraining the critical in person interactions and making
    sure they are executed well is critical for companies who
    want to maximise the value of person-to-person
    interaction in selling.

    Our focus in sales development remains on exceeding
    customer expectations by training winning communication
    patterns and using operational routines that continuously
    reinforce them.

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