"habits that undermine the sales experience"

Frank Cespedes em "Aligning Strategy and Sales: The Choices, Systems, and Behaviors that Drive Effective Selling" faz referência este artigo "The basics of business-to-business sales success".
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Alguns pontos a reter:

"These were the key findings of a survey we conducted of more than 1,200 purchasing decision makers in small, medium, and large companies throughout the United States and Western Europe who are responsible for buying high-tech products and services.
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We found a big difference between what customers said was important and what actually drove their behavior. Customers insisted price and product aspects were the dominant factors that influenced their opinion of a supplier’s performance and, as a result, their purchasing decisions. Yet when we examined what actually determined how customers rated a vendor’s overall performance, the most important factors were product or service features and the overall sales experience.
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Of the many habits that undermine the sales experience, two that are relatively easy to fix accounted for 55 percent of the behavior customers described as “most destructive”: failing to have adequate product knowledge and contacting customers too frequently."