Selling In A “Knowledge Based” Economy

Partners in Excellence

The days of product, even solution based differentiation are long passed. Ultimately, the differentiator is the knowledge and experience we bring–both in the selling process and as our customers implement and use our solutions. It’s the knowledge and experience sales teams (not just sales people) bring to customers that become the ultimate differentiator. So knowledge and experience become critical assets to our own success and growth.

How we reduced our chat response time from two hours to two minutes

Nutshell

When I looked closer at the rate and kinds of interactions that the Support team was having on a daily basis, the root of the problem became clear to me right away: We had too many people asking us questions, when the answers were readily available in our knowledge base. Ultimately, we decided to make the switch from Intercom—our former knowledge base and chat provider—to Zendesk , and went to work migrating all of our support content.

Our Behaviors Mirror Our Beliefs

Increase Sales

In the behavior model, this concept is captured in the term “Knowledge.” Knowledge is the sum total what we know to be true, as we perceive it (perceptions). Now, our behaviors as the other person perceives it, then become part of the other person’s knowledge base of us.

Finally! A Contact Strategy That I Appreciate

John Barrows

There are three types of contact strategies in my experience: 1) Tailored: where you do research on a specific person or company and then craft multiple, relevant, and direct messages, 2) Targeted: where you segment contacts based on similar characteristics and develop messages that focus on their broad priorities or challenges, and 3) Templated: where you create various, self-serving templates about your great solution and then blast messages out to everyone on a list.

The Hidden Cost of Being Helpful

Smart Selling Tools

When the standard knowledge repositories aren’t delivering answers, where do sales reps get their information? So, if it’s costly to interrupt colleagues to ask questions, and knowledge bases are frequently out of date, what’s an organization to do?

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Why Sales Managers Need Street Smarts

No More Cold Calling

For this month’s guest post, I asked Dr. Tony Alessandra to clear up the definition of formal knowledge versus street smarts, and explain which is better for sales managers. In any pursuit in life there is a formal knowledge base and an informal knowledge base.

Consultative Selling: 5 Strategies You Need in 2018

Hubspot Sales

Build Knowledge-Based Trust. From the customer’s point of view, the greatest need for improvement is in salespeople’s knowledge of the customer’s business and industry,” reports Harvard Business Review, after interviewing more than 300 professionals. What is consultative selling?

Up Your Social Selling Game

A Sales Guy

I’ll be breaking from the pack and talking about social learning and how you can use social to increase your knowledge base around your customers, your competitors, the industry, your business acumen, trends, your product and more.

Do You Realize How Far You Have Come?

Smooth Sale

As time goes on widen your knowledge base. Today’s question is, do you occasionally take the time to realize how far you have come? An occasional announcement will stop me in my tracks and have me reflecting on how I got to where I am today. My Story.

How to Adapt Your Sales Organization in the Subscription-Based World

Openview

According to Gartner , “By 2020, all new entrants and 80% of historical vendors will offer subscription-based business models.” As mentioned previously, the salesperson who closes the deal has developed a relationship with them and also has the knowledge base.

7 Habits Of Highly Successful Business Development Managers

MTD Sales Training

Successful BDMs ask those deeper questions, because they see them as the only inroad to increasing knowledge about their industry, their products and services and their clients. This generates a passion for learning and building knowledge. Most of your learning will take place on the job and outside of a training classroom, so look for chances to build your knowledge and keep an eye out for improving your learning every day. Increase Your Research Base.

Up Your Social Selling Game

A Sales Guy

I’ll be breaking from the pack and talking about social learning and how you can use social to increase your knowledge base around your customers, your competitors, the industry, your business acumen, trends, your product and more.

Welcome back – How Was Your Summer?

The Pipeline

To get to that, again leverage your knowledge based on past deals, wins, losses and draws , and base your discovery questions and topics on that.

Medical device sales – the book of knowledge is expanding

Sales Training Connection

Book of Knowledge. He talked about a Book of Knowledge that sales reps needed to learn. According to Tim, this Book of Knowledge had “chapters” on clinical information, industry information, competitive information and sales skills that medical device sales reps would need to succeed.

7 Skills Sales Directors Will Need In 2025

MTD Sales Training

The aptitude and capability to tap into this global knowledge base will give the future sales director the chance to expand their business quicker than ever. It’s no secret that everything in the working environment is evolving. The biggest shifts that are happening in work are being driven by Artificial Intelligence, Globalisation and robotics.

3 Industry40 Soft Skills catalyze Personal Development and Leadership

Babette Ten Haken

Whether due to educational pedigree, knowledge-based or manual employment status or pay grade. Developing Industry40 soft skills are critical to executing strategy in today’s digitally-transforming workplaces. First, the industrial Internet of Things (Industry 4.0

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Giving Them The Answers

Partners in Excellence

Probably because they have demonstrated they have the knowledge to do the things the test tested them on. If those are the tasks that are important to doing the job, you want the people who have the knowledge to do the job. Let’s conduct a thought experiment.

Sales Operations Demystified: What It Is, Why It Matters, and How To Do It Right

Sales Hacker

Optimization of Sales Tools, Knowledge Base and other Assets. In the guide, Matt described the different stages — based on annual recurring revenue (ARR) — at which companies should hire its sales ops people. Content and knowledge base management.

Knowledge, Awareness and the End Game

A Sales Guy

Most of us have the knowledge to do our jobs well. We trust our knowledge and that’s the problem. Knowledge relies on everything going as planned. Knowledge can get us out of trouble, but it takes longer. Awareness takes knowledge to the next level. Awareness doesn’t let us get comfortable with our knowledge. Awareness adds new information to the knowledge base we already have. You DON’T have all the knowledge.

How to Navigate the Jungle of Sales Tech: An Interview With Nancy Nardin

Smart Selling Tools

She is well known in many sales circles for her role in developing a popular “sales tech landscape” graphic that organizes many of the current sales technologies graphically into categories based on their position in the sales process.

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Online sales training – it’s time for a second look

Sales Training Connection

They expect sales reps to be knowledgeable about their industry, company, and issues at a higher level of proficiency than ever before. Do knowledge-based product training and sales fundamentals online. Online Sales Training.

3 Steps to Effectively Move Beyond ‘Sales Coaching’

Sales and Marketing Management

Because this method is experience-based instead of program-based, sales reps get a better understanding of “This is how we sell.” And leaders can more efficiently manage individual development by tooling the knowledge-based behaviors and focusing more on those processes that require complex assimilation. Author: Rick Cheatham Most leaders believe that strong salespeople are born sellers.

What Career Paths Do You Offer Your Sales People?

Partners in Excellence

Every time we do this, we lose all that we have invested in developing them, we lose all that knowledge of what it takes to be successful selling our products/solutions, or what it takes to be successful engaging our customers.

What I learned at Dreamforce 2011

Pointclear

With Chatter Service, customers will be able to ask their question once in a familiar social feed, and have the answer come to them in an instant--whether it's from the knowledge base, the community of experts or a service agent.

The Evolution of CRM (And Where it’s Going) in the Future

Sales Hacker

They are cloud-based, AI-driven, and accessible from mobile phones. Provide a universal and always synced and updated knowledge base for the sales organization. A sales CRM is a foundational tool for modern sales organizations.

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30 of the Best SaaS Partner Programs (and Why They Are So Good)

Allbound

After all, partnering up with other companies that share customer bases can be a huge asset in amplifying your sales and marketing. Partnering allows you to leverage a well-known brand with a broad network to grow your own customer base more quickly than would be possible on your own.

Certification Does Not Make for Ethical Leadership

Increase Sales

The premise is “certification” will improve the industry because of certain knowledge standards have been maintained. These industries are highly regulated and individuals are supposed to demonstrate a high level of knowledge, expertise along with ethical leadership.

The 3 Types of Content All Good ABM Strategies Need

A Sales Guy

If your content marketing and account based marketing content aren’t doing the above, you don’t have lead generating content; you have a lot of documents. Good disruptive content adds information to their current knowledge base. Have you noticed? Most content sucks.

Creating Compelling Sales Stories

Pipeliner

They can do this by: Presenting material that accounts for the customer’s existing knowledge base. According to research from International Data Corporatio n, 75% of CFOs and CIOs at global organizations say that they have trouble using data to make decisions.

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How Many Customer Support Reps Do You Need? These 4 Stats Will Tell You Everything.

Sales Hacker

Keep in mind that rep working time comes with “shrinkage”–hours lost to meetings, breaks, training, knowledge-base writing, etc. For years, our hiring strategy for the HubSpot customer support team was simple.

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4 Trends Putting the “Value” Back in Value-Added Resellers

Hubspot Sales

That’s because the nature of these traditional VAR services is project-based. But what if you didn’t have to replace your entire client base? connecting the pre-sale and post-sale experience, building customer support and chat experiences, designing the customer knowledge base, etc.).

Leverage sales expertise – advice from Dr. Oz

Sales Training Connection

A vast majority of the top sales managers identify the pockets of specialty knowledge residing inside their sales team. Some of the knowledge may be solution-specific based upon what the sales reps sell. Collectively, every sales team has an enormous resident knowledge base.

How Sugar Addresses your Biggest Customer Service Challenges

SugarCRM

Dynamic workflows route cases to the appropriate agents based on issue priority, team capacity, and agent expertise to optimize efficiency and resolve issues faster. Empower customers and business partners with self-service tools including a knowledge base to seek advice or find solutions to issues. Companies like Amazon and Zappos are lauded for providing outstanding customer service. That has raised the bar for what customers expect from every brand they interact with.

3 Steps to Effectively Move Beyond ‘Sales Coaching’

Sales and Marketing Management

Because this method is experience-based instead of program-based, sales reps get a better understanding of “This is how we sell.” And leaders can more efficiently manage individual development by tooling the knowledge-based behaviors and focusing more on those processes that require complex assimilation. Author: Rick Cheatham Most leaders believe that strong salespeople are born sellers.

10,000 Hours in Sales

A Sales Guy

That requires getting coaching, reading regularly, trying new approaches, extending your knowledge base and more. I was riding the lift today in my teaching blues when a visitor from NY asked how long I had been skiing. During the conversation the concept of 10,000 hours came up.

Not Everyone’s A Customer Or A Prospect!

Partners in Excellence

One would never guess that is common knowledge based on emails and phone calls I receive. It might seem obvious to everyone reading the title of this post. Of course we know that not everyone is a prospect or a potential customer. I reflect on the emails and calls, astounded, thinking, “Why do they possibly think I might be interested in a conversation or that I could even be a prospect for their solutions?”

Who Cares About “Outstanding Customer Service Experience?”

Partners in Excellence

It ended up being a very simple fix, but I had spent time on the vendor’s web site searching their “knowledge base,” called the support center–agreed to a $99 fee, got into all sorts of queues, described my problem to all sorts of people, and when I got to the final person, re-described my problem a final time, it took us a few minutes to solve. Sometimes, I think we get customer service wrong. We try to create outstanding experiences.

Selling Real Estate - The Door Opener Sales Syndrome

Increase Sales

Having sold industrial pipe, valves and fittings, my product knowledge base was extensive. Not many industries or organizations devote their time and dollars to determining what problems exist. The National Association of Realtors did just that. Their Danger Report released over a year ago revealed the number one problem with those selling real estate is their overall incompetence.

Why It’s a Must to be a Renaissance (sales) Man

A Sales Guy

a man/woman knowledgeable or proficient in more than one field. The have wide, deep, robust knowledge in a myriad of fields and interests. Renaissance sales people leverage their broad intellectual knowledge to solve problems, dissect complex challenges and create opportunities.

X-Factor Compensation Leaders: How to Be Incredible at Incentive Planning (Infoblox)

Xactly

team seven years ago, and I now manage a global program with over 350 payees [and] am working towards my CSCP certification to expand my knowledge base.”. Sales compensation is an important part of a successful company.