In 2015 I took my first trip to Yellowstone National Park. To be honest it wasn’t my first choice, but it was solidly in my dad’s bucket list and so we made it a “guys” trip. Three generations of DeRosa’s (father, son, grandson) traveling to where the buffalo roam, to see exploding geysers, breath-taking views, and to take in the simple beauty of the land.
Of course, the sales and marketing geek inside of me looks for every opportunity to observe, study, and ponder how each experience plays into how people make buying decisions. Yes, even at Yellowstone I was on the prowl for insights into how sales people can better connect with the buyers journey. Our Yellowstone tour guide unknowingly provided a powerful example in navigating the changing scenery of the buyers journey. But first a little context…
If you’re in Sales, or any position charged with hitting a revenue number, you’ve got to sell. You need to find buyers, and you need to sell them. Sell them as much as you can, as quickly as you can, to reach your number, celebrate briefly and move on to the next. Right?
Buyers have become increasingly sophisticated whether buying a pair of shoes, or selecting a payroll provider, or choosing Tom Ford over Hugo Boss. If you think selling hard, and selling fast is your best chance of success you may want to consider a different career. Today’s buyer wants to be courted. They want to feel special. They want to feel important. They want to believe the option they have chosen is the best option for their need. Notice I didn’t say the buyer wants to have confidence in the solution you sold them. No. They are not to be sold. They are doing the buyer. They want you to be their tour guide.
I watched as Kylie, our tour guide welcomed us to a small group tour setting out to see Yellowstone in all its majesty. Her welcome was warm and genuine. She was quick to point out the creature comforts we probably would need for this journey. Blankets, water, soft drinks, snacks, distance between rest stops. She had anticipated our questions and addressed them before they were asked.
As we started our journey from the Grand Teton’s into Yellowstone, Kylie provided a history of both parks in a way that only a master-storyteller could do. Her story was highly engaging, edge of your seat, filled with suspense. She educated us on the wildlife ecosystem and how everything was interconnected. I’m embarrassed to say I probably learned everything I know about biology and the circle of life from this tour. Up to this point in my life I hadn’t taken time to think about how life and nature were interconnected. She led us on this journey of enlightenment through her personal passion for the landscape and wildlife within these two parks. It was amazing. In fact, so much so, that we embarked on a second tour a couple of days later with a different focus, in a different part of the park.
I’ve often thought about my experience on this Yellowstone tour. I’ve thought about how I was educated in a way that allowed me to fully grasp the concept of a wildlife ecosystem. I think about how my interests in conservation have since grown as a direct result of this new knowledge. I ponder the impact personal passion has on the transfer of knowledge. I do believe that if Kylie simply read a script, or ran through the motions, I would have left Yellowstone feeling quite different…less connected. Her passion created questions of my own. Her stories have become remarkable memories for me, my father, and my son.
As a revenue leader it is important to have a true passion for what you do. It’s not enough to be a VP of Sales. Kylie could have been a tour operator for a double-decker bus in Manhattan, but it wouldn’t have served her passion. You’ve got to have passion for what it is you’re selling. What is the ultimate purpose for what you do, what your product does, what improvement it makes in the buyers life. Too many people are occupying positions for a paycheck, not really believing in what it is they are selling. We’ve all done it. The problem is, your buyers can spot a scripted seller miles away and today they vote with their shoes by either walking toward you or walking away.
View yourself as your buyer’s tour guide. Anticipate their questions and provide answers before they ask. Make the journey as comfortable as possible. Be warm, be kind, be generous with your time. Study and learn…I mean really learn about what it is you’re selling. If you can’t get excited or enthused about it find a new product to sell. Your goal is to help your buyer through this journey at their pace, not yours. Be the best sales tour guide you can be.