Daniel Pink has been introducing the idea that customers do not always know their true problem. Through his sales process of inquiry, and asking questions while practicing active listening, he has reframed a key problem in sales; pushiness.
We all remember bad sales encounters, where we felt unheard or unvalued. Customers do not want to be “just another sale” adding up to the number of “closes” under someone’s shiny company-issued belt. By remembering the 70/30 rule, salesmen are able to be in the moment- and free from trying to pitch without key details.
When a salesman is free to listen, they can often hear subtle repetitions that may lead to a new pain, or perhaps the root pain of the customer. This is where Clarity comes in. Clarity is making sure the customer and salesman are both understanding one another, sure, but it also has to do with problem framing.
Traditionally, sales has focused on problem-solving. This can cause them to ignore or exclude other signs of real pain, leaving customers unsatisfied and companies confused. Problem-seeking is a shift in the sales mindset, salesmen now are going in with no assumptions. They seek to find more problems, not sell a customer on their perceived fix.
How does this help with pushiness? When a salesman is truly working FOR a customer, by asking key questions and actively listening to what the customer has to say, a customer can tell. When a customer does not feel rushed, they tend to respond better. The extra time spent to understand their unique situation, and help offered to truly address pain can help the sales process flow smoothly and reduce buyer remorse.
Put simply; care about what your customer cares about. Be honestly seeking to give them a good experience and try to help them solve the real pain, not just the perceived pain. By implementing the 70/30 rule, answering a question with a question, and actively listening, salesmen can improve the overall customer experience and improve satisfaction with their brand and company overall.
So, are you a Seeker or a Solver?
BoweryJE22
I love all of the points you pulled together in this post. Your particular wording of a salesperson working FOR a customer especially struck me as wise; I think that hits the root of good intentions and success in sales. Anyone who is selling anything should try and view themselves as simply helping the prospects. With that mental shift, listening should come pretty naturally, I think. Instead of viewing sales as constant pitching, we should think of it as seeking problems real people have and then offering valid solutions.
Your post looking into Daniel Pink’s approach to sales is very well done. The emphasis on active listening and problem-seeking over problem-solving changes the sales dynamic for the better, going against pushiness and fostering genuine customer relationships. Following the 70/30 rule and prioritizing understanding leads to more satisfied customers and a smoother sales process. It’s a refreshing perspective that prioritizes empathy and collaboration over just transactions.