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Summary Shift in decision making (part 3)
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Shift in decision making (part 3)
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International sales & procurementThird shift: shift in decision making
Research indicates
Why customers leave
The key decision-making criteria that affect the sales (in B2B)
The decisive factor
Why customers leave
92% lack of attention
86% lack of (proactive) initiative
83% supplier / sales doesn’t think along
81% supplier / sales doesn’t keep his promises
78% shortcomings and errors aren’t dealt with in an appropriate way (after sales)
75% lack of competence and expertise
67% lack of fairness and honesty
17% price too high (for the offered quality)
Did you know?
63% of buyers go to alternative suppliers due to poor quality of interaction with people, not due to
product or service quality.
Acquiring a new customer costs 5 times more than retaining an existing one!
Key selling motives
, The decisive factor: TRUST
The importance of the relationship
As sales grow larger, the customer puts more emphasis on the salesperson as a factor in the
buying decision.
In large sales, product and seller, may become inseparable in the customer’s mind.
Critical = the quality of the relationship !!!
Decision making process (DMP)
The stages of the DMP are:
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