The first half of the training day with Somersault Innovation was spent out in the field. Everyone was organized into groups of two. Each partnership was given two different places to visit. My partner and I were told to go to the paint section of a home improvement store to see how customers in the store were interacting with particular brands. We were encouraged to observe things like how the salesperson was interacting with the customer and was there a place where the salesperson was gathering customer information. Our next stop was a high-end department store. We observed what the customer experience was like there and what work-arounds we saw employees doing, such as writing customer information on a paper instead of entering it into a computer system.
The second half of the day was spent back in the training room going over the sell-by-design methodology. We were taught to put ourselves in the customer's shoes and live through his or her experience. The idea is that when you then talk to customers about their business, it’s less of a scripted discovery about product and more of a customer-centric discovery. It’s focused around who they are, who they want to be, and what gaps you observed in their businesses by interacting with their brand in a unique way that most salespeople probably wouldn't take the time to do.
“When I finished with my presentation, there was total silence. It was like a scene out of a movie.”