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qeuep is a service design firm specialized in sales. Helping clients implement and accelerate adoptation of sales framework using Service Design tools. We believe that diversity in the market place contributes to people's wellbeing and happiness. We drive diversity by helping our clients build links between the art and the science of sales.
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Who is qeuep? Why we are doing what we do and how we do.
WE DRIVE DIVERSITY IN THE MARKET PLACEby building links between the art and the science of sales strategy and execution.
Buyers’ Journey MapRecognition of NeedsStage
Doing
User Feedback
Social media and other non-owned channel
Web access to value-added information
Sales/Marketing direct interaction
What is the role of sales?
Company unique value
Customer needs
The final mile separating your company from your clients.
What is the role of sales from customers’ perspective?
It’s not what you sell, it’s how you sell
19%
19%
9%
53%
Company and brand impact
Product and service delivery
Value-to-Price Ratio
Sales Experience
The Purchase Experience
• Offers unique, valuable perspectives on the market
• Helps me navigate alternatives
• Provides ongoing advice or consultation
• Helps me avoid potential land mines
• Educates me on new issues an outcomes
• Supplier is easy to buy from
• Supplier has widespread support across my organizationSource: CEB Sales Executive Council research
(5000 buyers’ organization)
Percentage of contribution to customer loyalty
Ready to answer three vital questions?
Question #1Do you know the customer needs? At least how to uncover them?
Question #2Do you know the unique value of your products and services. Unique that no one else but you can provide.
Ready to answer three vital questions?
Question #3How do you know, as an organization, your sales people ACTUALLY know how to uncover customer needs and address your unique solutions to the needs?
Ready to answer three vital questions?
Company unique value
Customer needs
Sales as Service - Service Design
Implementation and adaptation require Service Design
Seller’s PersonasJamison33 / MaleTelesales
Ryan45 / MaleAccount Rep
Celine40 / FemaleMajor Account Rep
SPINIT
CustomerSolution
SPINIT
CustomerSolution
SPINIT
CustomerSolution
Customer Solution SPIN IT
ValueEfficiency
ValueKnowledge
ValueCustomer Relationship
PainThere are so many process to get things done.
PainPeople tell me I am old fashion. Everything I need is in my Filofax and I like it. Updating CRM so painful.
PainI am always outside traveling between client sites. Keep the team up-to-date is very challenging. I really don’t have time!
Strong
StrongStron
gStrong
Neutral
Neutral Neutr
al
Neutral
Weak WeakWeak
Weak
Organization Average
“The Professor”“The mood maker” “The customer queen”
SPIN is a part of sales transformation project. The organization started implementing SPIN selling a year ago. The customer has strong focus on customer. They believe their solution need to be strongly aligned to customer needs.
Seller Experience Map (SPIN)
Plan
Guiding PrinciplePeople choose what they feel
comfortable with.Sales call is only one part of sales process.
People value tools that is helpful and easy to use.
Stage Do Review
SPIN
Doing
Thinking
Feeling
Opening
Investigating
Demonstrating
Capability
Acquiring Commitmen
tResearch Review
Call Plan
Seller’s Journey
Call Plan Tool
SituationProblemImplicationNeed Payoff
FeatureAdvantageBenefit
SituationMeasurableAction OrientedRealisticTime Based
• Where can I get customer data?
• How much revenue I can expect? How can I upsell?
• What solution I can offer?
• What advance I need to aim at?
• What questions I need to ask?
• Do I cover everything?
• Frustrated that so many tools and processes
• Great company give me so much information and data point.
• Frustrated they are not easy to use and re-use
• Do I have to do this again?
• What do I do if the discussion goes off track?• I am not missing explicit needs?• Should I offer solution now?• Should I expect more aggressive advance?
• Asking questions and taking note at the same time is very difficult.
• Great customer is showing positive rapport
• Do I capture everything in meeting note?
• How do I make sure customer follow up?
• Will manager give me a lot of rework?
• What if manager ask me to close this earlier to meet Q2 target?
• Feel great I have advance that I was aiming at.
• Writing up another report for review is cumbersome.
• I had a good call but concerned if manager can agree.
Meeting
Phone
Chat
Notebook
Laptop TabletMeeting
ReviewPost Action
Send meeting notes to client
CRM
Update CRM and forecast
Follow up
Finish any left over due diligence
Ongoing,non-linear
Linear process
Non-linear, but time-
based
Internet Searches
Client’s corporate site
CRMForecasting
ToolSolution Catalog
Account PlanMeeting notesForecast
Email Meeting Notes
Web
Call Review Tool
Review Meeting
InternalTools
20012001
History of Sales as a Service – Service Design
1975
Frank Watts developed the sales process dubbed "solution selling"
1984
Mike Bosworth founded Solution Selling based on his experiences at Xerox Corporation
1988
Neil Rackham published “SPIN Selling”
1982
Lynn Shostack introduced Service Blueprint in the Harvard Business Review
1991
Service Design by Prof. Dr. Michael Erlhoff Köln International School of Design
1998
Alan Cooper introduced Persona
2001
live|work opened for business in LondonAdaptive Path opened for business in San Francisco
2011
The Challenger Sales was published from CEBThe Lean Startup was published by Eric Ries
2013
qeuep opend for business in Singapore
Solution Sales
Product DesignService Design
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