Table of contents
Overview
In the high-pressure environment of direct sales, the window to close a deal is incredibly narrow. When a customer asks a question, a delay of even a minute can result in a lost sale. This is especially true in sectors like payment card services. Here, customer decisions hinge on the immediate influence and knowledge of the salesperson. This article explores the limitations of traditional training. It proposes a reinvented approach that leverages ubiquitous SMS technology to ensure sales productivity.
The Critical Moment of Purchase
If we consider this plot, we can see that most of the client-salesclerk interaction is made at the time of purchase. Now say the sales-clerk is having insufficient information to reply to the client when is asked a product/service related query. That instance required the salesman to look for information from some external source or ask his manager.
In the purchase phase, the time that he has for the same is amazingly less. It’s like if even he/she started thinking for more than a minute, the deal is gone. Such scenarios are mostly generated in case of organizations where salesclerks have direct interaction with clients/ customers. Hence a lot of questioning and answering takes place. Most evidence of such cases are seen in payment card companies.
The High Stakes of Influencing Customers
In industries like payment card, most of the times, the decision of the customer is different. It is directed towards purchasing a product/service is much dependent on the way they are influenced by the salesmen. Also, Salesmen should be geared up for answering. It is related to their queries and problems with a particular product/service. For these two things to go in proper order, each of the salesman involved should be equipped with this much knowledge and skills. Sales managers can’t even think of taking a minimum margin of error in these cases. So what can they do? They have to reinvent the traditional system of information exchange.
Evaluating Current Training and Storage Models
Here are some of the ways they can ensure that their employees be prepared to delivering the right information to their customers:
- Sales Training: Instructor led or Digital Training at frequent intervals so that organizations can regularly update the salesclerks with awareness regarding newer products/services. But don’t you think it will be too cumbersome to handle and still might leave some employees with an information not that sufficient?
- Web Storage of Data: Organizations can store all the product/service related information on a server and then allow the employees to access the web portal at the time of need. But what if the internet connection goes weak at the time when a salesclerk is looking for information to respond to the query of a client?
The Alternative: Reinventing Information Delivery
Considering the possible limitations in the above mentioned cases we could think of reinventing the system to reduce the dependencies on: Internet connectivity; Instructor for training; attending frequent training sessions. It seems good to have a system which can cutoff these dependencies and better if employee could just focus on handling the client rather than spending the time and energy looking for the information.
The Solution: SMS-Based Performance Support
In such places, SMS( Short Message Service) is the only channel for delivering performance support. We think of redesigning the traditional SMS technology. So that an employee can seek any sort of business related information by just sending a text SMS.
In fact much of the population is not having smartphones or laptops to utilize internet facility. SMS channel will also enable them to get any information at any time within a minute. Organizations now just need to connect the SMS channel with the web server. Any salesclerk could ask for any information by just typing the relevant keywords and sending the message to the server, where the preset information is stored. This is how we reinvent the traditional information system.
FAQ
Q:Why choose SMS over a dedicated mobile app?
A:While apps are powerful, they require smartphones and stable internet connections. In many regions or high-pressure field sales environments, internet signals can drop. SMS works on any mobile phone regardless of how “smart” it is and requires very low signal strength to deliver critical data within seconds.
Q:How does the system recognize what information the salesperson needs?
A:The system uses “relevant keywords.” By typing a specific code or product name in a text message, the server identifies the request and automatically replies with the preset technical specs, pricing, or troubleshooting steps stored in the central database.
Q:Can this replace traditional classroom training entirely?
A:While it doesn’t replace the need for foundational sales skills, it removes the “memorization” hurdle. Instead of trying to recall every detail of dozens of products, the salesperson can focus on the human interaction, knowing they have a reliable digital backup for technical details.
Final Thoughts
Reinventing data exchange is no longer an option. It is a necessity for survival in the direct-to-customer market. Companies must move away from cumbersome instructor-led sessions. They should also avoid unreliable web portals. Adopting an SMS-based performance support channel ensures 100% productivity for each salesperson. It allows them to close deals with confidence and speed. This holds true even in the most challenging environments.
