LIGHTING EXPERIENCE PATH
Sales At The Speed of Trust
BY: KATHY ELLIS, THE FURY GROUP
TRUST IS an essential element in sales.
Congruency and consistency are the best
ways to establish trust. Right? We’re
programmed to notice things that are
different. Things that don’t seem right.
Things that trigger our red flags. If you
stopped at Buc-ee’s and the restrooms
were gross, then you’d be surprised, and
a red flag would go up in your mind. You’d
probably tell a few people too. If you
stopped at an outhouse in the middle of a
Texas Blue Grass Festival and it was gross,
you wouldn’t like it, but you would not be
surprised. No red flag would show up.
Okay, consistency is critical. But it’s
hard to keep everyone on the same
page. Humans are uniquely human, and
they improvise when they need to. And
while you don’t want a bunch of robots
as employees (especially in the sales
and service departments), you do want
consistency. You do want to meet and
exceed your customer’s expectations. You
do want to walk your talk.
So what if you had a process coach
that was available for your team at all
times? What if that coach outlined the
best-practice approach for the situation
and provided tips, conversation tools,
questions, answers, and advice? What if
it guided your team members all the way
through so that sales and service were
delivered professionally and consistently
each and every time. Would that help
streamline those activities? Would you
see more efficiencies in work and process
flow? Would team members be less
stressed because they had instant access
to answers? Would your customers
appreciate the higher level of service and
execution?
Yes. We think the answers to all these
questions is YES.
That’s why we’re so excited about
Salesforce’s Lightning Experience Path
(Path). You can now have a different path
for each record type on an object. Path has
been available for a while on Opportunities,
but now you can add Path—and its
6
guidance features—to objects like Leads,
Campaigns, Contracts, Cases, Orders, and
custom objects. Any object you identify
can now have its own path and guidance
structure.
There are three main features of Path:
1. Steps based on a picklist on an object—
for example, as the object progresses from
beginning to end.
2. Key fields you want to be completed
during each stage. This ensures that your
team is getting the right information at the
right time.
3. Guidance, coaching, information. Each
step allows you to enter text, links, photos,
graphics, etc., to help the team member
say and do the things that will result in the
desired action or progress.