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- Cracking the Code: Unveiling Hidden Customer Needs in B2B Sales
Cracking the Code: Unveiling Hidden Customer Needs in B2B Sales
Unlocking the Secrets of Emotional Connection and Sales Success
Welcome back to IGNITE Sales! This week, we're delving into a critical aspect of B2B sales—the ability to discover your customer's unspoken needs and emotions. In business, it's often not enough to hear what customers say they want. Instead, successful sales professionals have the knack for deciphering the underlying challenges, values, desires, and emotions that drive customer decision-making.
FUEL the fire 🔥
Cracking the Code: Uncovering Hidden Customer Needs in B2B Sales
go beyond your product to listen to the people who use it
In this segment, we're diving into the art of understanding and addressing your B2B customers' unspoken needs and emotions. Customers may not always know, or clearly articulate what they want, but they reflect their challenges and feelings. It's up to the professional salesperson to creatively solve these problems with a targeted and imaginative approach.
Learn how to go beyond surface-level customer requests.
Understand the power of creating an emotional connection in your sales pitch.
Discover concrete strategies to unearth hidden customer needs.
Explore real-world examples of companies that successfully tapped into their customers' emotions to drive sales.
💡 Action It:
Structure your sales presentations to uncover what truly drives your customer's decision-making.
Implement empathy-driven techniques to connect more deeply with your B2B clients.
it’s irrational, but people will pay more for less
Every sale is a binary decision, no matter what your CRM forecast % win stage is. It’s always 50/50 at the end. The truth is that people don’t always buy for rational reasons.
Convenience doesn’t always win. Price doesn’t always win.
Consider headphones—Skullcandy was a superior personal headphone vs. Beats by Dre. However, Skullcandy is sold everywhere, even at gas stations. It’s the low price leader in the space - but sales lag behind Beats.
In constrast, Beats limits their distribution and costs obscenely more-and they win all the time on the sales front. Why?
Let’s Make It Real
Imagine this scenario: You're in a meeting with a potential client, and they've outlined their requirements and budget. But as a seasoned B2B salesperson, you know there's more to the story.
That's where the real magic happens. It's about peeling back the layers to discover what truly motivates your customer.
“What will this solution/project produce as the desired outcomes (and the financial KPIs you’ll measure them by). What will change as a result from where you are today to where you want to be tomorrow?”
The answers to these questions often hold the key to crafting a sales pitch that resonates on a profound level.
Sales preparation isn't just a step; it's the foundation of success.
You've done your research, delved into their company's background, and reviewed your own offerings. But here's where you can take it to the next level.
First, harness all available public information.
Platforms like LinkedIn and social media are goldmines for insights into your prospective clients. Dive deep into their profiles, paying attention to their recent activities, interests, and even mutual connections. This groundwork helps you form a comprehensive picture of who you'll be sitting across from. But we're just scratching the surface.
To uncover hidden customer needs, consider yourself an investigative reporter. The real superstars go the extra mile—call into the organization and interview individuals who have interacted with your prospects.
Ask pointed questions, like, "What types of meetings does Person X genuinely appreciate? What makes those meetings stand out?" The goal is to pinpoint what truly matters to your prospect well beyond the standard industry jargon.
But don't stop at one person. Seek out information about everyone who'll be in the meeting. This approach uncovers uncommon insights and hidden gems.
In Holden's renowned sales methodology, they refer to this as "finding the fox." Armed with these specific insights, you can tailor your pitch to resonate deeply with each individual, addressing their unique needs and aspirations.
Let's see how skilled sales professionals use preparation to enhance their sales meetings. Equipped with a wealth of information about your clients, you're ready to engage in customer-focused conversations. Here's how you can transform your pitches into effective communication.
💡Step 1: Master the Art of Being Prepared
Immerse yourself in your prospect's world.
Explore their online presence, including LinkedIn profiles and recent social media activity.
Read industry news from their vantage point and gather insights that go beyond industry knowledge.
Take your preparation to the next level by contacting individuals who have interacted with your prospects.
Conduct interviews to uncover hidden needs and preferences.
Remember, preparation isn't limited to one person. Seek insights about everyone who will be present in your meeting. These details will become your strategic asset.
💡 Step 2: Create Personalized Messages
Armed with your insights, craft messages that directly address your prospect’s needs and desires.
Demonstrate that you've invested time in understanding them.
Imagine starting a meeting by saying, "I've taken the time to understand what matters most to you and your team truly."
Highlight preferences and challenges that you have discovered.
This level of personalization takes you from being a salesperson to becoming a trusted advisor who has tried to understand your prospects.
💡 Step 3: Discover Unrevealed Customer Needs
Preparation encourages prospects to open up.
They appreciate your efforts in understanding them.
This leads to sharing challenges, aspirations, and concerns.
Uncover hidden pain points or opportunities by asking well-thought-out questions.
💡 Step 4: Build Stronger Relationships
Listening fosters connections.
When people feel listened to and valued, bonds strengthen.
Strive for a two-way conversation, not a pitch (whoever exclaimed - “I just bought this widget because the pitch was so AWESOME!”).
Actively address their needs and challenges.
Create a foundation for trust-based partnerships.
B2B sales professionals should consider prep the most important step to perfect your results. Go beyond surface-level interactions and prepare like a pro. You will see your sales meetings transform into valuable conversations that stand out to your prospects.
Stronger connections, deeper insights, and an increased likelihood of closing deals by being the first to discover those hidden customer needs.
AI Insights ⚙️: Harnessing AI for Sales Excellence
AI is changing as people move beyond novelty to productivity.
You’ll learn how my shocking water bill can help you with sales prep.
So, my monthly water bill went from $200 to over $800. The volume also went sky-high. It’s hard to understand it all, so I used Chat-GPT’s help.
Step 1: Load the data. Load all the data into a spreadsheet. You can see I had a complex one with years of consumption and billing.
Step 2: Analyze the data. You need to have a $20/month Chat-GPT Plus account. You have to activate the “Advanced Data Analysis”. Start with a prompt to see if Chat GPT can see and understand the data. I was a little surprised that it cleaned the data and filtered it, seeking out anomalies.
Step 3: Interact with Chat GPT as it interfaces with the data. It gave me this analysis, and I asked what the increased spike in usage could be caused. Is this a leak? It resulted in a 1500 gallons per person increase - a definite concern.
How many hours would this have taken a year ago? Today’s elapsed time - 2 minutes.
How might you use this to help your customers analyze issues and ask strategic questions? You can fine-tune Chat GPT with custom instructions for different roles (it’s how I get it to respond to me reflectively). If you know someone who can benefit from this newsletter, share it and get my guide to ChatGPT. You’ll move from novice to ninja in no time!
DALL-E3 Integration: A Game-Changer for Sales Preparation
The future of AI-driven sales is here, and it's about to get even more exciting with integrating DALL-E3 into ChatGPT. Imagine having a personal brainstorming session at your fingertips, tailor-made to enhance your sales prowess.
📹 Watch the Video:
🤖 Generate Images on the Fly: Witness how the chat experience can now generate images on the fly, opening new avenues for creative and visual sales presentations and personalized interactions.
🔧 Custom Instructions and Plugins: Discover how custom instructions combined with specialized plugins can empower sales professionals to prepare like never before. Get ready to harness the full potential of AI to boost your sales game.
Stay tuned for a future filled with AI-powered insights and tools to revolutionize your sales approach. The era of AI in sales has arrived, and we're here to guide you through it.Microsoft Announces CoPilot and Copyright Commitment
I do work for Microsoft, and these views are my own (I had to say that). When the news of ChatGPT emerged a year ago, many of our teams had been working on AI for many years. Listening to customers, we understood people wanted a deeper, more trusted experience with AI, so we enlisted customers in one of history's largest customer-driven development efforts. You can read more below, but it’s in line with listening to customers - and seeking to understand what’s essential and not simply what’s cool.