Atrophied Communication (aka CRM Refusal) – Pre-Call Inadequacy
Symptoms: Sales rep communicates key pre-call information in the car on the way to the customer, in the customer’s parking lot, or in the customer’s lobby.
Examples: Sales rep: “Oh, by the way, you need to show them the new biframulator tool – I promised them that we’d show it today.”
Presales Person: “Oh – that’s too bad; I don’t have it on my machine. Why didn’t you ever answer my email messages asking what we know about the account and what we need to show?!!”
Cure: Take two cell phones (or Blackberries) daily. Use to communicate pre-call information as needed – well before the demo is scheduled.