Implementation

Once the ink is dry on a contract, many sales people move on to pollinate the next flower. In doing so, one might be missing an opportunity to increase customer satisfaction and expand wallet share with the client. Smooth implementation opens the door to future business. The customer has placed its faith in your firm and the last thing they want is to encounter unexpected hassles with the product introduction.

Typical Customer Concerns in this Phase:

• Are we getting value from this decision?
• Are there going to be any surprises (risks)?
• How quickly will we see results?

Signs that this Phase is Over:

• New needs and dissatisfaction arise.

Common Strategic Errors:

• Failure to treat this phase as a sales opportunity.
• Failure to anticipate vulnerable implementation points.

Coaching Questions and Tips:

• What’s our value validation plan?
• What is the next up selling opportunity (complimentary or substitute products and services)?

Other Key Coaching Questions:

• Is the customer realizing the value we sold them?
• What risks exist if they don’t perceive value?
• How did the customer define success? Has this changed?
• Have we reinforced their decision criteria?

It is so important that the salesman is present, with the customer, as critical implementation milestones are achieved. For example, the first day of user training or the day the customer cuts over to using the new ERP system. Address problems quickly, document and celebrate the quick wins. Most importantly, remain alert for new problems that arise and that you may be able to solve. Then, you can start this process again and make another customer satisfying sale.

That closes out this five part series on tips you can use to help your salesman move the customer through Neil Rackham’s stages of the buying cycle. You can familiarize your self with these stages buy reading the SPIN Selling, or clicking here: http://www.huthwaite.com/go.cfm?do=Page.View&pid=28

Good selling!

Steve