Successful account managers distinguish themselves from others in how they work based on the customer's way of making complex decisions. Over the years, Huthwaite has conducted thousands of interviews with sellers. We have tried to distinguish how successful salespeople work in comparison to less successful salespeople.
On a strategic level, or account management level, we have seen that the best salespeople work according to how the customer makes a complex decision. That is when you make a complex decision, you go through a number of psychological phases.
Successful salespeople understand and distinguish between these phases and act differently depending on where the individual or organization is.
You could call this "situational selling" - if the customer is very close to making a major complex decision, what is the customer going through and what do I as a salesperson need to do (or avoid) to support the customer to drive the decision (sale) forward .
Based on Huthwaite's research, we call this the Customer Decision Process .
Watch the video below to get a better understanding of the different phases.
Good luck with your strategic sales.
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