Here you are. Gamifying your sales and bringing them to another level. That’s what we are here for. If you haven’t read it already, look at the first part of the series and see if you’re qualified to make use of this power.
In the first part, we looked at business metrics and how to get to know them. Which questions to ask and what qualities to look for. They should be prioritized and especially the top priorities should not be means to an end.
Additionally, we dove into your employees. What motivates them, which is needed in order to design the experience later on:)
After looking into the employees our next step is to look at your customers and the desired actions both sides should undertake in the sales process.
Know your Customers
What is motvating your customers in the realms of your product, service to take actions? I can suggest again to take the Octalysis framework and tool as a guideline, but you can do this step as you like. The most important thing is to really engage your empathy and try to emphasize with what motivates your customers to take actions. Not only with regard directly to your product or service but also in areas nearby. What do I mean with that? Let’s take a look:
Let’s look at Bob down here. Some of you might know him.
In his working life as a fry cook in the Krusty Krab, he is highly motivated by purpose (seeing the Krusty Krab and his job as part of something bigger and meaningful), working at his best and on point. During cooking, he is mostly on his own.
His private life or free time looks very different though. There he is much more motivated by curiosity and creativity which are seldom found in his working life.
As you can see these Graphs look very different, as are his motivations.
I’m pretty sure if you think about yourself, your employees, families, friends, or other people you will see this to be true in others as much as it is for Mr Squarepants here. So looking at his motivations in regard to your product or service is crucial at this point.
Fantastic Actions and Where to Find Them
Now we can tackle desired actions. What actions should the employee/client undertake in order to work towards your business metrics?
For listing these desired actions they can be on a somewhat higher level. When designing the experience though each substep should be looked at nevertheless since each step is a potential point to leave the experience, the track of desired actions.
So what do we want our advocate to do? Basically, the process is something like the following, the sales-person
- Gets in contact with people
- Introduces and pitch the product
- Qualifies customer
- Schedules sales meeting or directly go into the sales meeting
- Sells and Close
- Documents information
These are the desired actions on a high level, for this example that’s fine. To be more specific break them down more. What are the actions to get in contact with someone? How to qualify the customer etc. (enough money, has the problem your product or service can solve, …)
What about the customer? For the customer I deduced the following desired actions:
- Answers contact of sales-person
- Gets interested in the product and agrees to a meeting
- Gives information about the customers’ current situations
- Qualifies for the service
- Schedules and appears to the sales meeting
- Gives detailed information about the customers’ problem
- Listens to offer
- Accepts offer
- Signs all necessary documents
Engage and conquer
After having the desired actions we go on and brainstorm. How can we use the won knowledge about the business metrics, the desired actions, and the motivation of the employees and customers to create a holistic experience? Engaging them and conquering the world! Okay, maybe that’s some over-exaggeration there.
We will dive into this in the next, the third post of this series. So stay tuned!
Part 2: Customer and Desired Actions
Until then, my heroes, I’m out!