Introduction State of Sales 6 Sales Teams Shift to Match the Connected Customer Mindset Technologies like mobile, social, and the Connected Customers Demand a Smarter Sales Experience* Internet of Things have enabled customers to be connected and in control. Sixty-one Customers want sales reps who are personal consultants. Seventy-nine percent of business percent of consumers — and 76% of business buyers say it is absolutely critical or very important to interact with a salesperson who is a buyers — say they feel significantly more trusted advisor — not just a sales rep — who adds value to their business. empowered than they did five years ago, according to Salesforce Research’s “State of Percentage of Business Buyers Who Say It’s Absolutely Critical the Connected Customer” report. To keep or Very Important to Interact with a Salesperson Who... pace and meet increasingly sophisticated customer expectations, the traditional sales Is focused on helping achieve their company’s process must evolve to be smarter, faster, needs, not just making a quick sale 83% and more intuitive. Today’s customers seek personalized and Is available when their company needs them 82% seamless engagement with the brands they choose to do business with, and they Doesn’t try to sell them products they expect their sales reps to learn, understand, don’t need 80% and anticipate their needs — like personal consultants. Otherwise, these customers Understands their company’s preferences can and will revoke their loyalty with the click or needs 79% of a button. In fact, 7 out of 10 consumers — and 82% of business buyers — agree that Is a trusted advisor — not just a sales rep — technology has made it easier to take their who adds value to their business 79% business elsewhere.* SALES LEADER perspective “The more we understand what’s motivating our customers at a personal level, the better we’ll be able to partner with them to reach their desired outcomes.” — WALTER ROGERS, CEO, CCI GLOBAL HOLDINGS ** * “State of the Connected Customer,” Salesforce Research, October 2016. Salesforce Research ** Taken from Quotable’s “7 Steps to Building a Customer-Obsessed Culture in Your Sales Organization”