Hi everyone! This marks my first week in the new sales module! I am very excited to learn all that this module has to offer. Here are the exercises I completed this week!
I started by reviewing personal sales experiences, good and bad, to take note of what led to a positive or negative experience.
Sales Experience
PART 1
What is the best sales experience you’ve ever had?
The best sales experience I’ve ever had was buying my new computer last year.
Why? How did it make you feel?
I felt so amazing after completing my purchase because not only did I find what I went in looking for, but the Apple employee who helped me made sure I had no questions after leaving. Everything went smoothly and I was fully informed on how to use my new computer.
What was the problem you were hoping to solve?
The computer I had before was quite literally a decade old. It was filled with viruses, had zero storage, and took forever to load anything.
What was the product or service you purchased to solve your problem?
Absolutely!
Were there other products or services you considered to solve your problem that you ended up not choosing to purchase?
I did a lot of research on different computers but ended up choosing my Mac for several reasons. First of all, I was able to get 10% off for being a full-time student. I also love being able to connect my phone directly to my computer. It makes transferring photos, documents, videos, or even web browsers so easy. I’m very happy I chose the computer I did. :)
Where did you start your search for solving your problem?
When I was in class and couldn’t even access certain websites because of how outdated my computer was.
Did you complete the purchase?
Yes!
Did you feel better off, worse off, or neutral after this interaction / after your purchase?
Better off!
Is there anything that could have been done differently to improve your experience?
Overall, I remember a very positive experience so there isn’t anything I can think of.
How did your impression of the sales process impact your opinion about the company, product, or service?
This sale left a great impression on me for Apple products and for the specific store I went to. The only problem I’ve had so far was a cracked screen (which was completely my own doing) and getting it fixed was also a breeze.
PART 2
What is the worst sales experience you’ve ever had?
A company that sold a course on how to dropship and use their business model to become rich in just months.
Why? How did it make you feel?
At first, I was excited because I wanted to be a part of the group and learn more about how to dropship. When I started communicating with the sales rep, I quickly learned that their goal was to solely make money off of me. This made me feel belittled because they acted like they knew better than I did about my situation.
Were you actively shopping for a solution to a problem or were you a victim of sales done poorly?
I was a victim of sales done poorly. I am currently searching for a great way to make money online, but I didn’t need their specific course. I have since learned that there are several better ways to make money online.
What was the product or service being sold?
A course on how to dropship and supposedly ‘make millions’ in a short amount of time.
Did you complete the purchase?
Thankfully, no.
Why did the sales process go poorly?
This sales process went poorly because his approach to selling me the course was very aggressive. I could also sense that he was playing off of my emotions and simply lying about his service.
Were there any specific tactics that made this go poorly?
Several tactics made this sale go poorly. First off, he would ask me questions, and as I answered them, just my luck! It was EXACTLY what he had to offer!
For example: he told me the initial price for the course which was way above what I was willing to spend. When I told him this, he asked me what I would be willing to spend and of course, that’s the EXACT price he was going to initially offer it to me for (of course with monthly payments to pay off the rest).
He also was unprofessional. As I said, he used a very aggressive approach, which included way too many cuss words than I would ever expect in a sale. This turned me off from him in general because I didn’t feel the company was genuine or even professional if the “main sales rep” was speaking to a prospective customer like this.
Finally, he made me feel like he was offering me many favors to be able to be a part of this course. When I told him I needed to think about it, he said that he only had two spots left and I had to make it quick. When it was taking longer than he expected, he graciously spoke to his boss and was able to ‘hold a spot for me’ without any down payment. I instantly knew that this was all a front. His story changed every time he reached out to me, so that was a sure sign to not follow through.
Did you feel better off, worse off, or neutral after this interaction / after your purchase?
Better off. I am very happy that I didn’t spend my hard-earned money on that course and was able to see through his tactics.
Is there anything that could have been done differently to improve your experience?
For sure! I would have appreciated a genuine approach and someone who didn’t make me feel like I owed him something… considering the fact I never even met the guy and he was full of false promises.
How did your impression of the sales process impact your opinion about the company, product, or service?
At first, I was excited that I found a course that wasn’t just another scam on the internet… or so I thought. This experience made me feel like the company is not as genuine as it portrays and the values they preach seem to be just a front to gain customers.
Next, I dove into the importance of expectation vs. reality. This exercise helped me understand how expectations impact experience and is a direct correlation to whether a sale was done poorly or not.
Sales Gone Wrong
Describe a time when you purchased a product or service and it exceeded your expectations.
The most recent service that exceeded my expectations is 100% Praxis. Praxis is the business course that I am a part of, and the sponsor behind this very post.
If I’m being completely transparent, Praxis was not initially a part of my post-high school plan until the very last minute. It wasn’t until I went to my dad, just weeks before the college decision deadline, and told him that I didn’t want to go to any school, that I was met with this program.
My dad could sense that I was unfulfilled with my choices and took it upon himself to research alternatives. That’s when he came into my room with a printed packet and pages of information about Praxis. I was hooked and quickly decided that I wanted to be a part of it!
However, as August approached, I began to feel anxiety about starting this new program. There was nothing about the program that made me feel this way, it was simply my own mind playing tricks on me.
Although I was uneasy about Praxis as it started to approach, my stress was quickly calmed when I started and since then my expectations have been exceeded! I love the way the curriculum is set up and I have learned way more than I thought I would. Plus, I have been able to connect with great people and have already grown in many aspects. Everything, even down to the weekly calls and many weekly newsletters I read, has truly impressed me. I am so grateful I made this choice! Thank you, Praxis.
Describe a time when you purchased a product or service and your expectations were not met.
I remember this incident like it was just a week ago… because it basically was.
During the last week of September, I booked a flight to see one of my high school friends in Tampa. The trip was lots of fun and was a great break from work and school. After 4 days, I was excited to fly home on an early Monday morning and get back into my routine. I had big expectations for this Monday… I was going to land at 9 a.m., unpack my bags, hit the gym and the grocery store, get a huge head start on my schoolwork, and head to bed early.
Unfortunately, that was very far from reality.
Instead, as I was in my Uber on the way to the airport at 5 in the morning, I was greeted with an email from Frontier Airlines that told me my flight was canceled with no explanation. I immediately turned around and the rest of my day only went downhill from there. The process of booking a new flight was way more difficult than it needed to be. In case any of you are unaware, Frontier no longer has a customer service phone line and EVERYTHING needs to be done through their horrendous chat system.
I almost ripped my hair out trying to explain to an AI chatbot that I was not going to take a flight that would leave me stranded in the Las Vegas Airport overnight. After several hours I was finally able to speak with someone on the phone, however, it didn’t feel much different. I was met with scripted responses and the same excuse that they simply ‘couldn’t do anything’.
I eventually booked a flight out of the Orlando airport which I had to pay an extra $50 for, and I had to pay an extra $120 for a two-hour Uber across the state. I tried so hard to get reimbursed for both of these expenses, but as you can probably guess, they simply ‘couldn’t do anything’.
Needless to say, my expectations for a killer Monday were crushed as I landed in Denver at 1 a.m. the following Tuesday. That one experience has turned me away from Frontier forever.
Finally, I am going through my personal “Buyer’s Journey” with a recent larger purchase I made. A buyer’s journey is all of the steps that one takes to complete a sale. It starts with an awareness of a problem/want/need, which leads to consideration research of different options, and finally making a purchase! Here is an example of a personal buyer’s journey I had when purchasing a workout app subscription:
Buyer’s Journey
What product or service did you choose?
A subscription to an app called MoveWithUs. It provides workout plans, detailed explanations of each exercise, habit trackers, and meal plans and recipes.
When did you purchase this?
At the beginning of July.
Did you purchase this in person or online?
I purchased this online, it is an app for my phone.
How much did you spend?
The subscription is $180 every year.
How long had you been planning to make a purchase?
After researching different apps, I waited two or three days before I committed to this specific one.
When did you first start thinking about the purchase?
I started thinking about different apps towards the end of June.
Was there a particular problem you were hoping to solve?
I am a very active person. I like to work out however, after my sport ended, I found it very difficult to work out on my own. I lacked confidence, motivation, and any knowledge about how to get started. I also took a month off from working out, so I wasn’t in the shape I wanted to be.
How did you become aware of your problem?
I was aware of my problem as my body started to feel more out of shape. I was way more tired than usual and I didn’t feel as strong as I normally do when I am consistently exercising.
How urgent and important was the problem you were hoping to solve? How much pain was the problem causing you before your purchase?
It wasn’t extremely urgent and wasn’t causing me any serious health issues or problems, however, I had a strong desire to get back to working out as soon as possible.
Once you knew you had a problem you wanted to solve, what was your first step? Did you ask other people? Did you hit Google? How and where did you turn to information about your problem and potential solutions?
I initially turned to Google and several social media accounts. I tried hard to create my workout plan but it was pretty difficult for me to find consistent information. I also didn’t have much confidence going to the gym and doing exercises that I didn’t know how to do properly.
It felt very relieving when I found this app because I could pick a program that I wanted to pursue and pick my current level. It then curated a plan that matched what I chose and gave detailed explanations and short videos for each exercise.
Did you uncover multiple different potential solutions to your problem? If yes, why did you choose one over the other?
There were several different apps like this, and of course, I also could’ve created my own workout plan. I ultimately chose to purchase a subscription to MoveWithUs because I follow the creators on social media and I appreciate their transparency and hard work. I also really like the layout and it has saved me so much time.
What were you hoping the solution you purchased could help you accomplish? How did you feel about your purchase prior to making it?
I was hoping that it would save me time and help me find workouts that were right for my goals and ability. I am very confident that I made the right choice and I feel great when I use the app!
Did you have a budget in mind before you discovered solutions?
No, I didn’t have a budget. To be honest, I wasn’t planning on buying the subscription until I found it.
How much time elapsed between identifying the solution you purchased and completing your purchase?
I would say about one week. I tried to create my own workout plan but I couldn't find consistent information anywhere.
Did you consult anyone else before making a purchase? If so, who?
No!
Did you read customer reviews prior to purchasing?
I did and they had great reviews. There were a lot of girls in the same situation as me and they said it helped them! The only negative reviews were about some glitches in the app and not enough recipes.
What finally convinced you to complete your purchase? Was there any specific piece of information, customer review, conversation, or event that helped you to make up your mind?
There wasn’t anything specific. I just really wanted to get started and felt that the app was the next step!
How did the purchase make you feel?
Not going to lie, I was slightly upset about spending that much money (as I feel with any big purchase) but I was also very excited to work out.
Did the solution work? Did the purchase solve the problem you set out to solve?
Yes! I still use the app every single day and it makes working out so much easier. I love not having to even think about creating a plan. I just show up and follow the workout it has for me!
How did the solution make you feel?
I was able to gain confidence trying new workouts because I can watch the correct form and read a detailed explanation about how to properly execute it. I also save so much time, which feels great compared to how I used to go to the gym
Would you recommend the product/solution to other people? Why or why not?
Totally! I have already recommended the app to several friends who were in the same situation as me. I think it’s so helpful, especially to those who want to become more familiar with working out and eating healthy.
Are you better off, worse off, or the same since your purchase?
Better off. I have stayed consistent with working out and I no longer dread finding workouts.
Was the purchase worth it?
I think so. Although I didn’t want to spend that kind of money, the app has proven very useful. I use it almost every day and it has changed the way I work out!
Now that you’ve gone through my buyer’s journey, here is the chronological order that led me to make the final purchase.
It all started with awareness. I became aware of my problem a couple of months after I stopped dancing. I realized that I needed to find a workout plan for myself that I could stick to to stay in shape. I was no longer going to practice daily which meant it was all up to me!
This led to the consideration. I spent a long time researching different workouts and trying to create my own workout plan. However, I was met with contradicting information and I found it very difficult to build a plan. I started looking into different apps and was met with MoveWithUs. I found this app on social media because I follow the creators and started looking into it. I read reviews and watched some video overviews.
Finally, I made the decision and purchased the subscription. Since then, working out has been so much easier. I am satisfied with my purchase and it has proved beneficial to me!
Overall, I learned a lot about sales this week. A lot more goes into a sale than I ever realized. Especially when it comes to high-ticket items such as a course, laptop, or plane ticket, people rarely buy on a whim!
I also learned about the role of emotions when it comes to sales. It is important to meet expectations because if not, it could turn into negative feedback for your company. Not only that, but learn how to make the customer feel at ease with their purchase. In the end, they are the ones supporting your business with their sale.
I hope you were able to get something out of these exercises as well! Thank you for reading, and I am excited to keep you guys updated with my upcoming assignments.
-Avery