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Focus Research Insight: As a technology buyer, what turns you off FASTER? Bad interaction with the vendor/rep -OR- Poor product fit?
In our research, we have found that the two most common reasons buyers eliminate vendors is because of either a Poor Product Fit, or a Negative Interaction with the Vendor/Rep. Personally, I simply cannot buy something from someone who I find inconsiderate, pushy, or abrasive. What carries more weight for you, especially in the initial contact? Are you more likely to eliminate based on Vendor/Rep Interaction rudeness, lack of follow-through, unprofessionalism, etc) -OR- Poor Product Fit (difficulty to integrate, lack of required feature(s), etc)?
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3 Answers
Maybe a half a dozen times I've told vendors that if service is this bad before the sale, it certainly isn't going to get better after.
Only once was a vendor so out of line but the product such a perfect fit that I went directly to the President of the vendor company, told him about my experience, and asked him to have his most senior sales exec get in touch with me.
It depends on the product for the reason Susan gave - if it's something where the service is part of the overall technology I'm buying, then the interaction with the salesperson is far more important. In cases where we're going to use the item autonomously, the salesperson's attitude is less important than the product fit.
I guess the inverse is a reasonable question - while I might buy a product if it's perfect but the salesperson isn't, would I buy a product that's a poor fit if the salesperson was great? It's almost a contradiction in terms, as a good salesperson wouldn't waste both of our time trying to sell something that just doesn't meet our needs. So for me, the product comes first, but the salesperson's attitude may impact how quickly I close or how likely I am to come back for other solutions.
Bring your A game. You need to be able to answer the questions that might arise durign your sales pitch.
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