$1 million sale made by meeting a customer's true need

Consultant

A consultant who, as part of practising what he’d learned on our C-Lab programme regarding how to really pay attention to a customer to understand their needs, decided to change his approach with a low-value client. Instead of simply taking the customer’s order for a low-value product renewal, the consultant helped the client work out what value he wanted from the supplier. The outcome was a $1 million sale — a significant increase on the original value — a delighted customer, and an overjoyed sales account manager.