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today,who should we know there today because more and more people are involved in the buying decision and if you just call on one buyer you are very vulnera- ble today.And that strategic plan, if they act on it based on what we share in this course, they are going to be so much farther ahead of what I call people just ‘dial- ing for dollars.’ FMN: Are there things that you are seeing that probably won’t return to pre-COVID days? Peo- ple have struggled with the reality of new tech- nology. Are there things that are not going to change back that we should get used to in sales? Roberts : One of the services is market research. I’ll call 200 to 400 of a company’s customers. I just did this for a distributor, and more than 60 percent of their customers said they actually prefer virtual selling be- cause it is more time efficient.They get answers quick- er and they are not interrupted. Some sales people have bad practices where they just show up to a cus- tomer’s business with donuts and expect to be seen. It interrupts the buyer’s day.What we are learning is a new way to serve our markets and there’s been an explosion, for example, in digital marketing and online purchasing. Something like 96 percent of sales were virtual in the month of August. I think the market is going to normalize, when ev- eryone is vaccinated, but who knows when that is go- ing to be.What customers are telling me is, if I invite a salesperson into my building, it’s going to be more about application and technical knowledge. I don’t need a sales person visiting me. I can get the informa- tion. 76 percent of the buying process is over before most buyers talk to a salesperson. 22 percent have al- ready decided on the product and the price and they are calling sales to work out the shipment. Salespeople can get amazing sales results just by sim- ply asking a couple questions when engaging with people.All these things can be taught and all of them are ways to adapt after the new normal. FMN: There are obviously people who have innate sales abilities. How do you incorporate those people who don’t even understand on a conscious level how powerful they are with sales? How do you incorporate those people into a company’s training program so that they can help others who do not have those innate skills? Roberts :When we do an assessment, people rise to the top.They get a really high score and what we do is we actually borrow upon their skills. Sometimes I even video them and put it into a learning library.We
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