Download - Customer 2.0 Is Mad as Hell
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Customer 2.0 is Mad as Hell
How to Participate
• Submit your questions in the GotoWebinar presentation window
• Follow along and share your thoughts on Twitter at #TCClive
Josiane Feigon, CEO of TeleSmart Communications
Author of Smart Selling on the Phone and Online
Email: [email protected]
Phone:415-543-6537
About Josiane Feigon
Voted Book of the year by AA-ISP
TeleSmart Communications All Rights Reserved 2011
Free Book Giveaway!
TeleSmart Communications All Rights Reserved 2011
“I have read 100+ sales books in 20 years and yours was the most practical and useful I have ever read. I am buying a copy for all my reps. Bravo!”
Agenda for Webinar
– Yesterday’s Customer 1.0
– Customer 2.0 Has Arrived
– Care Instructions #1-14
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Customers are Mad as Hell!
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Yesterday’s Customer 1.0
• They were loyal, dependable, predictable and patient.
• They took the time to sort through lots of information and data
• They sat through long presentations, read through lengthy proposals and granted meetings and long lunches
• They answered their phones or returned messages
• They took risks on unknown companies with unknown products because they wanted to be the hero
• They requested follow-up and reminder sales calls to keep the sale moving along
• They rarely gave out their phone number or email address
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The Customer 2.0 Has Arrived
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Care Instructions- #1: They Travel Light
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Care Instructions- #2: They Check Out Your Social Graph
78% of consumers trust peer recommendations
14% trust advertisements
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Care Instructions- #3: They Know More than You Do
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Care Instructions- #4: They Prefer Their Own Purchase Channels
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Care Instructions- #5: They are Influenced by Peers
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Care Instructions- #6: They are Motivated by Fear
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Care Instructions- #7: They Like to Self-Educate
• Webinars
• White papers
• Newsletters and Ezines
• Blogs
• Ebooks
• Slideshare
• Industry research
• Case studies
• Competitive benchmark
• YouTube video
• Podcast
• Testimonials - Success stories
9 out of 10 buyers say that when they are ready to buy, they will come looking for you
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Care Instructions- #8: They Cancel Appointments
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Care Instructions- #9: They Buy Based on Trigger Events
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Care Instructions- #10: They Look for an Immediate ROI
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Care Instructions- #11: They Expect You to Write Well
• Blog Comments
• LinkedIn Discussions and Q&A
• User Group Forums
• Tweet streams
• Scripts for YouTube video
• Texting Appointment Confirmations
• Testimonials - Success stories
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Care Instructions- #12: The Expect You to Do Your Homework
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Care Instructions- #13: They Mobilize with Smart Phones
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Care Instructions- #14: They are Virtually Connected
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Free Resources•ebook- Smart Selling on the Phone and Online•ebook - Smart Selling to the People with the Power to Buy•ebook - Smart Selling Tools for Inside Sales 2.0 •Newsletter- Monthly newsletters•White Papers- Trend Reports, In/Out Lists, Selecting an Inside Sales Vendor•YouTube- •Webinars/Roundtables- •Blog - Cubicle Chronicles •Linkedin - TeleSmart Selling Group
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And the Winner Is…
Q&A: How to Participate
• Follow along and share your thoughts on Twitter at #TCClive
• Submit your questions in the GotoWebinar presentation window
TeleSmart Communications All Rights Reserved 2011
•“The TeleSmart 10 methodology for inside sales is like Miller Heiman methodology for field sales.”
We understand the dynamics of selling in the small, mid-sized and enterprise markets.
We train all inside teams- lead dev, telesales, chat, inside sales or renewals.
We teach managers to identify skill gaps and coach for increased performance and drive revenues.
We work with both direct and indirect selling models and structures.
Global Fortune 500 clients such as VeriSign, Autodesk, Agilent, Cisco and Harte-Hanks have adopted the TeleSmart 10 methodology for their global inside sales organizations.
We are one of the pioneers in sponsoring the Sales 2.0 conference
We’ve been entrenched in the SaaS space for 20 years.
We work with globally disbursed inside sales teams - EMEA, Latin America, AsiaPac, Australia, or India.
We raise the bar in most Inside Sales Organizations, transforming and motivating the way teams sell over the phone and on-line.
We certify teams, managers and trainers on our telesales-centric training methodology; The TeleSmart 10 - Sales Booster Series.
Email: [email protected]:415-543-6537
Who is TeleSmart?
Thanks for Joining Us
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