3 Reasons WHY Online Brands Must Pay Attention to Pre-sales!

3 Reasons WHY Online Brands Must Pay Attention to Pre-sales!

“Companies with Strong Pre-sales Capabilities consistently achieve win rates of 40–50% in new business and 80–90% in renewal business—well above average rates.” – Harvard Business Review.

Any organization that is engaged in E-commerce or online sales needs to include at least 3 stages: Pre-sales, Sales, and Post-sales. However, in today’s market environment, many brands only care about closing deals, while overlooking the advantages of pre-sales support.

A strong pre-sales support team can significantly grow sales numbers, and at the same time, improve customer experience and satisfaction.

If you ignore pre-sales support as you believe it costs more than it earns, your organization is missing a huge opportunity.

This 3-minute article gives you a closer look at what pre-sales support means and how it can benefit your brand.

What is Pre-sales Support?

Being commonly used in B2C and online sales, Pre-sales support focuses on addressing customers’ queries regarding the product or service as they consider purchasing it. Consequently, this helps the sales team to concentrate on the business process and the most important customer relationship deals, rather than on marketing or technological specifics.

Depending on different scenarios, pre-sales support can help you locate, win, and keep consumers.

Here are some of the primary activities that a Pre-sales Support team would focus on:

• Identify leads: Pre-sales support teams can create qualifications based on their industry and audience knowledge to predict which leads are most likely to go through the sales funnel.
• Fielding questions: With a strong understanding of the product or offering, Pre-sales support team can answer consumers’ inquiries and make the buying decision much easier. Questions can be answered through phone, email, social media platforms’ instant messaging, or live chat on your website.
• Additional duties: creating call scripts, conducting market research, completing customer and data analysis, identifying solutions to client problem spots, and crafting proposals, etc.

Together, all these activities can form an effective pre-sales process that allows a company to capitalize on opportunities and speed up the sales process.

Top 3 Benefits of Strong Pre-sales Support

Optimize the Sales Process:

Members of the pre-sales support team are responsible for contributing their technical knowledge and deep understanding of the potential client’s needs to every step of the sales process. As a result, salespeople have more time to concentrate on the commercial aspects of the sales process. This clear division of responsibilities helps to provide accuracy when qualifying leads and deals.

Additionally, with their deep knowledge of both customer needs and products/services, they can keep customers interested and well-informed throughout the buying process. By providing assistance in at every step, customer confusion and abandoned carts will be reduced significantly.

Winning new customers:

Pre-sales support is critical for any online or B2C brands since it educates customers about the product or service that they are interested in. In a one-on-one conversation with a potential customer, Pre-sales support team answers questions or describes features, and then, helping them make the right buying decision. Moreover, as pre-sales support team has detailed customer insights, they also assist the sales team in analyzing customers’ needs and making the best solutions to win more customers.

Ensure unwavering customer satisfaction:

The involvement of Pre-sales support throughout the sales process can enhance the probability that a brand’s product or service will satisfy the customer’s needs from the start, as well as also streamlines the implementation process where applicable. This makes pre-sales a powerful tool for boosting brand loyalty.

Pre-sales support team, from a product management perspective, gives feedback to product teams to develop the product based on the regular contacts they have with consumers and prospective buyers. Even better, they might be able to spot undiscovered possibilities that will delight your consumers and consequently, increase the company’s customer retention rates.

In closing, a solid pre-sales strategy can help your sales team to identify growth possibilities ahead of the competition and leveraging data and customer insights to sell to customers in the way they want.

So, take your time to focus more on building a strong pre-sales support team!

Credits: To Improve Sales, Pay More Attention to Presales – Harvard Business Review.