Elan Musk is considering closing his stores and just selling Tesla’s over the web? He has stated that the move won’t occur right away, but he is warning his salespeople, if they don’t learn to add more value to the sales process, there could be many store closings in the future. This got me thinking, is it a big stretch to think that at some point we could sell Senior Living over the web without the help of sales people?
Honestly, I think it’s a possibility, especially if we don’t change the way we sell and adjust to the what is happening. With all of the information and transparency about cars and now senior living, available on the web, are we nearing the point when savvy customers can make a wise decision without the help of an expensive sales person.
Based on the results gathered by SoftSurve, Automated Prospect Email surveys, sales people in Senior Living, have difficulty adding value to the sales process. In addition to talking more than they listen, sales people rarely ask for the sale and often suggest the customer refer to the internet for additional information. Sales people even say things to help the customer disqualify the property from consideration.
The results of more than 1000 prospect surveys show that it’s common for a prospect to rate the sales person’s service as very high and at the same time rate the overall value as ‘falling short of their expectations.”
You can’t blame Musk for trying to motivate his sales people to improve their skills, he needs to make his complicated cars more affordable for the general public. Wait a minute, we all have that same challenge?
While the day when sales people are completely replaced by a kiosk or a laptop is probably away’s off, this may be a good time to start focusing on selling differently.
If sales people want to thrive in this new environment and become a more valuable resource to the customer, they need to adopt a Service vs. Sales attitude and learn a new set of Communication and Selling Skills. These include helping the customer Identify, Prioritize and Match their Values to the Unique Strengths of the Company and it’s Services, even in the face of Opposition and Adversity from the Customer. To learn more check out the ValueMatch Selling Sales Skills Boot camp.
Do you want to become more valuable to your customers and position yourself to thrive in the future? Here is a quick list of the things you can do that the internet never will.
Become confidently competent at building a Relationship of Trust, even in the face of adversity.
Be Interested vs. Interesting, Be Present and Connect at a Values level.
Never start selling until you discover True Urgency
Become aware of the difference between just selling features and selling the concept at a values level.
Motivate vs. Educate, Connect the Needs and Concept Values
Combine Closing in the Presentation to Discover and Answer Questions
Have a Service Mindset and Practice Compassionate Confrontation
Ask for the Sale to Allow the Customer to Share Objections
Listen to Objections and Help the Customer Overcome Fears
Remember: “It’s not the strongest of the species that survive; nor is it the smartest. It’s the ones that are the most responsive to change that survive.” -Charles Darwin
William Nowell is the Author of the best selling book, ValueMatch Selling, Sell What Matters Most, and the President of ValueMatch Plus and Peak Performance MS.
