I am one among the modern sales person to believe someday
technology would hijack the entire sales process. I belong to a generation
where I saw e-commerce changed every organization’s sales model. E-commerce
slowly emerged as a mandatory sales model for all types of business. From small
scale businesses to enterprises, online store fronts has become an important
source of lead generation and this shows the power of technology
Two weeks back, I was invited to attend one of the
successful business’s 20 year celebration. During the celebration, their long
standing customers and partners were invited. The company is one of the best
and highly advanced technology company which breathes only technology. So, I was
curiously waiting to see someone speak how technology has changed the way they
sell and how it helped them to improve sales but in contrast, all their
customers were discussing only about their experiences with staffs in the
organization. In fact, I see them recalling the names of their ex-colleagues
and memorizing the moments, how they helped solved the problems.
This made me realize there is no technology or digital
revolution that can substitute emotions. It is emotions that identifies
problems, It is emotions that pushes one to look for solutions, It is emotions
that converts the solution into needs and it is emotions that play a crucial
role in decision making. If I summarize, I see four stages here which is
problem, solution, need and decision making and if you compare it with sales
process, it is pre-suspect, suspect, prospect and customer. They align
perfectly to each other. So, the technology should remain only as a platform to
connect human emotions.
It is 100% evident that technology creates value and
emotions creates satisfaction. You just cannot sell only value without creating
an experience that leads to customer satisfaction. They both should work
hand-in-hand. Technology can save a human lives but it is emotions that drives
him to live and not live. Please share your thoughts
