I have a small ten-ring binder I keep in my car. It helps me track my car expenses and mileage. It recently fell apart so I needed a new one.
I went to my local office supply big-box store. But the only help I got was them telling me “We don’t carry it, but you might be able to find it on our website.”
For that salesperson, that was their total solution. They did nothing else to help me. When I got home I ordered it from Amazon and got it two-days later.
Think this story could have turned out differently if that retail salesperson had said, “Let me help you. Go to our website on your phone to find your binder. Even though we don’t have it in this store, our website has it and can get it to you in a few days. Want help getting this ordered on your phone right now?”
What can you do to make sure your team continue bringing total solutions to your buyers? When you don’t have it in stock or it’s not something you carry, are your team members actively helping customers get it ordered? The goal is to still control your customer’s buying process by helping them get what they need…even when it’s not from you.
This is total solution selling. Think this is an area your team could strengthen?