Features and Benefits vs Trust and Relationship Sales


Congratulations you’re in sales! Sales can be, and usually is, the most lucrative position an employee or independent contractor can hold. For decades we have been taught to sell features and benefits in comparative selling against our competitors. We have been taught to overcome objections by giving a few more morsels of “why we’re better” or worse yet “why we don’t suck as badly as our competitors in our opinion”.

Thanks to @ToddSchnick for finding and sharing an article this morning that helped jump start my synapse and remind me I just want people to trust me. Then they’ll buy.

Real time influence means live transactional reward

Twenty years ago when you applied for a business phone it took about a week for the yellow directory sales pitches to start. They would drop in, phone, send cards and letters, rinse and repeat. My very first purchase of a yellow directory ad just about made me regurge but I knew I had to have it back in 1980. In fact without a yellow directory listing back then if you depended on people who did not drive by your storefront, I was in the entertainment electronics retail business, you may as well put on a monkey suit and stand on the street corner … selling rocks.

The cost of my first add, a half-page, was $3700 for a year. It reached roughly 180,000 people in 112,000 homes if I remember right. It worked. Most of my business back then came from the yellow directory with my second amount from storefront advertising.

The yellow directory was, for all practical purposes, the top search engine of the day. It produced a significant amount of revenue for shops like mine, plumbers, lawyers, auto-repair, tailors, doctors, squirrel catchers, and many more.  There was, however, a major catch: once that ad was printed and distributed it was set for the next 12 months. If you were specific about discounts or hours or special product offerings you better still be able to deliver.

Enter the digital age and live engagement

The ratio of use of yellow directory to purchase was in some cases staggering. Clients did not, generally, surf the yellow directory. Only when a real solution was needed do one look for the book and take a walk with their fingers. This point of need rendered a higher rate of return per “impression” than we generally see online today.

However …

Beginning with early websites around 1995 it was quickly discovered one could combine traditional advertisement with dynamic content. One of my early clients, Mel Abramavitz, owned a yellow directory which catered to upper middle class residents in our area. Together we brainstormed and I created the first real-time, customer editable yellow directory in our area. Though most of his customers, the retailers and service providers who advertised in his book, rarely made changes it was available to them. Some of the early adopters did entice people to visit the website and see the daily or weekly schedule.

Fast forward another 10 years

With the advent of real-time conversation on the Internet, outside of AOL’s chat rooms and IRC’s groups, companies and organizations now have the opportunity to do something we once could only do on the phone or face to face: listen, respond and transact.

Facebook, Twitter, MySpace, LinkedIn, and others gives the organization with transactional intent the opportunity to listen – to tap in to trending changes in the market at large or even on a macro level. Negative perceptions can be corrected, positive influence can turn into capitalization, product concerns can be addressed, and even product or service offerings can be manipulated in the stream to maximize provider influence in a most dynamic market generation.

So get on

If you are a small business or large business and you are not functioning to full capacity as a market influence in real-time it is not too late to begin. Source a leader with proven experience in marketing and branding in the digital age to lead your organization into the future and give them room to err and correct for in a dynamic environment it is the rigid that breaks and the flexible with recovers quickly.