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Why Isn’t Your Customer More Responsive?

The Situation

Penny is really excited. She sells security systems for businesses, and her firm is introducing an advanced 3-D facial recognition feature that her customers can add to their security systems.

Penny has been calling all of her clients, including Arthur, who is responsible for security at a financial organization.

Penny: . . . I thought you would want to know about this exciting advance we can offer you.
Arthur: It does sound kind of unbelievable . . . almost out of a spy movie.
Penny: So, I thought I could drop by and show you how it could work for you.
Arthur: You know, we are very happy with the system you installed.
Penny: But you are due for a review soon, anyway. This could fit in great!
Arthur: Well, do you have other customers who are using it?  What if someone wears a hat . . . or glasses . . . or they grow a beard?  Have the bugs been worked out?
Penny: Arthur, no problem. This system matches 80 facial characteristics, and I think it’s perfect for your —
Arthur: — Why don’t you send me a web link or a video, and I’ll think it over. You know, there’s a lot more at stake with security in the banking world.

Can’t Get to First Base

Penny senses that it will be a long time before Arthur purchases the system, but she’s frustrated because she thinks it’s just what the customer needs.

What part of an effective, collaborative Q4 sales call is Penny overlooking? What would have helped her get further with Arthur?

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