Customer Expectations of Vendor Salespeople

Infoteam has interviewed 500 customer executives to understand what really matters in complex selling. We have incorporated the findings into our programs to help customers differentiate themselves through a more professional sales approach.

Market Research

First, we asked 300 sales leaders what behaviours they think customers expect from their salespeople
Each interviewee was then asked to suggest the names of customer executives from recent wins or losses
The 500 customer executives were asked questions on the same topics covered in the vendor interviews
Customer responses either validated or refuted what their vendors thought was important

Key Findings

52% of the customers interviewed are dissatisfied with the professionalism of vendor salespeople
Customer expectations have increased significantly over the past 5 years
Only 3% of the customers said that vendors sales processes actually help them differentiate
Vendor recuitment and sales process content is rarely based on what matters to customers

Recommendations

Externalise each stage of your sales process based on customer expectations
Focus training and management coaching on improving the customer’s buying experience
Align recruitment criteria and people development with what customers think is important

Benefits

Easier access to and faster trust and credibility with customer executives
Existing contacts are more willing to become coaches and introduce you to other decision makers
Customers buy from you because your sales team's professionalism sets them apart from the competition