Sales leaders are challenged in today’s information-rich buying environment to engage productively with B2B buyers and secure quality deals that purchasers don’t regret. But recent Gartner research revealed another piece of the information puzzle: There isn’t just a surplus of information — buyers are awash in good information.
"Information that once enabled customers to forego meeting with a sales rep has now made it significantly harder for B2B buyers to make an effective decision on their own," says Cristina Gomez, Managing Vice President, Gartner. Eighty-nine percent of B2B buyers indicate that the information they encountered during the purchase process was of high quality.
Gartner data illustrates that while high-quality information helps customers up to a point, three information conditions can actually reduce the likelihood of a customer completing a high-quality, low-regret purchase. Gartner defines a purchase as high-quality, low-regret when it is of a large, complex solution where the customer doesn’t settle for a smaller, cheaper option or status quo, and at the same time, doesn’t feel bad or regret the purchase.
To help buyers find a way forward, sales reps must use sales interactions to help customers make sense of the information. The Gartner Sense Making approach is predicated on the careful sharing of information to guide customers toward a clearer, more rationalized view of the purchase decision.