Aja Frost says, “In the past, buyers relied on salespeople for product information. Now they can discover the same details online in a matter of clicks.

But salespeople shouldn’t be content to hang back and let their prospects do all the work.

Prospects still have questions they can’t always resolve by reading an FAQ or product page: Can that version do X under these circumstances? Will it support Y? What’s the vendor’s policy on Z?

“When a buyer raises her hand, she’s indicating that she wants to speak with you about something specific,” explains David Meerman Scott, author of “The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business.” “This is a moment of enormous opportunity.”

However, Meerman Scott says it also poses a huge challenge. Buyers expect salespeople to know more than the content on their website. They also expect extremely quick responses to their questions. After all, they’re accustomed to receiving information as soon as they want it”.

The Ultimate Guide to Using Live Chat Software in Sales


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