Welcome to the world of hard and soft differentiation, a less understood way to propel successful sales strategies. We will continue our journey of elevating the sales professional's role from a transactional job to a consultative one.
In complex sales, understanding micro and macro differentiation is crucial. Macro differentiation is about the broad marketing strategy of your organization, highlighting the main features of your product or service that set you apart in the market. Micro differentiation, on the other hand, is the personal touch at a sales level, where the unique needs of each customer are addressed with customized solutions.
When wielded skillfully, sales professionals tailor their approach to address the specific desires and needs of each customer, transforming broad marketing claims into potent benefits. How's that for a true sales superpower?
Differentiation can be divided into working with hard and soft factors that your customer considers during their purchasing process, and it's important to acknowledge that both have a pivotal role in your sales cycle.
Hard factors are quantifiable and measurable attributes such as cost, functionality, or efficiency. They are like the concrete that forms the foundation of a house. You love dealing with them, don't you? High-energy, high-volume salespeople certainly do. They can rattle off spec sheets and cost comparisons, turning those numbers into convincing narratives and high revenue numbers. If your offering possesses a lot of these, you're likely to draw increasing amounts of revenue fast and with little effort.
However, outside of market leaders and even amongst them, sales teams must often focus on less tangible factors like customer experience, responsiveness, and personalized service resulting in more work across a variety of complex sales scenarios and longer sales cycles. To heighten the impact of soft factors, consider "hardening" them. This can be achieved by working with independent outside experts or inside specialists that can provide credibility and objectivity to the less tangible or concrete aspects of your offering.
On the flip side, instead of hardening, it's worth mentioning that sometimes in competitive situations it can be beneficial to "soften" criteria by focusing on overall benefits and unique selling propositions, rather than getting entangled in those pesky feature-by-feature comparisons.
This brings us to the art of conducting a vulnerability analysis. By examining how your prospective customer perceives your product relative to competition, you can anticipate potential challenges, arming yourself with the right counterarguments, and fortifying your position. This isn't about undermining your competitors, but about understanding the terrain you're navigating, helping your product stand out in its unique ways.
Conducting vulnerability analysis is an important step worth considering at the level of each individual customer case. It's easy to do and involves a deep-dive into how the client perceives your product in comparison to your competitors. Understanding these perceptions can guide your strategy, helping you address potential objections preemptively, highlighting your unique strengths, and avoiding unnecessary discussions around the strengths of your competitors.
Let's get a bit more practical before closing things off.
First, consider the concept of micro and macro differentiation. Imagine you are a sales professional for a software company that provides project management solutions. Your macro differentiation strategy, agreed at the marketing level, may emphasize that your software uses artificial intelligence to predict and prevent project delays. However, when selling to a specific customer, say a small software development company, you employ micro differentiation addressing their particular situation and discussing how your software could help track their coding sprints, streamline bug tracking, and foster better communication among their dispersed teams.
Now, let's explore the interplay between hard and soft factors using the same context. A hard factor would be the functionality of your software – its ability to integrate with other tools, responsiveness, real-time progress tracking (quantifiable aspects). On the other hand, soft factors might involve your company's reputation for excellent customer service, the intuitiveness of the software, or even your ability to provide personalized, attentive service to the client.
Differentiation becomes potent enough when combined with hardening and softening of criteria. In its basic form, given that a prospective client is fixated on a hard criterion like price, you could soften this by highlighting the potential for your software to save them hours in project coordination time, which could more than compensate for the initial cost. On the contrary, if a customer is concerned about the user experience (a soft factor), you could harden this by sharing testimonials, expert reviews, or even quantitative data on user satisfaction rates.
As for the vulnerability analysis, consider another situation where your main competitor's software is less expensive and they are using this point to their advantage. To address this, you'd need to understand your prospective customer's perception of your product and its value. If you find that the customer perceives your software as too expensive (and it's not an excuse for some other reason you haven't been informed about), you can go as far as to counteracting this by telling you've had a more barebones lower-cost option available in the past which was cheaper than that of your competitor, but its ability to prevent project delays, and result in potential cost savings in terms of efficient project management was not all that high for what your clients were expecting, resulting in your current more advanced and consequently more expensive configuration you are offering today.
In such cases, based on objective knowledge of your own vulnerabilities, your understanding of your customer's perceptions at a given stage of their purchasing process, as well as your knowledge of the strategic interplay between micro and macro differentiation, hard and soft factors, and a thorough vulnerability analysis let you craft a more compelling, personalized, and effective sales strategy. It enables you to build stronger rapport with your clients, addressing their unique needs, and consequently, securing more sales.
In conclusion, your ability to distinguish between broad marketing messages (macro differentiation) and personalized selling points (micro differentiation) enables you to effectively respond to varied decision-making criteria of your customers. Understanding and working with these decision criteria, combined with a thorough vulnerability analysis, can significantly reduce your vulnerability and enhance your competitive position. Such an approach will ultimately help you establish stronger customer relationships, foster trust, and drive successful sales outcomes, especially if you manage to extend this understanding across your entire sales team.
As you navigate your sales journey, remember – it's often the hard factors and relentless work that get you in the game, but it's often the soft factors and understanding of their interplay that help you win it.