- From the very first moment someone interacts with your business
- From the moment they become a customer to delight them into promoters
- At the beginning of the sales process
- After they have used your product or service
Fill in the blank. _________ of customers will never do business with a company again after one negative experience.
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If a sales rep is speaking with a specific person and discovers that the person doesn’t exactly match their assigned persona, what should the sales rep do?
Rely on the information in the persona and ignore apparent differences. Personas often contain information that people don’t know about themselves and should be trusted over anything the individual person says. Focus on serving the person using the information they provide even if it doesn’t match the persona. If the same discrepancy comes up repeatedly, […]
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