How to Turn Off Your Customers
Posted on June 23, 2010 in Marketing & Business Development
Looking to help your company reinvigorate sales? It may be helpful to learn what your sales reps should not do. In a survey of more than 1,200 companies in the United States and Europe, McKinsey & Co. sought to learn which sales-rep practices are most destructive to B2B company-customer relationships. The traits most criticized by customers include:
Too much contact: 35%
Lack of knowledge about their own or competitors’ products/services: 20%
Lack of industry knowledge about usefulness of product/service to customer: 9%
Sales style is too aggressive: 8%
Customer forgotten/ignored after sale: 8%
Other: 20%
Note: “Other” includes inconsistent sales teams, slow response, too little contact, and no single point of contact, among other complaints.
This information was published in the June 2010 edition of CFO.com Magazine.