The Customer Engagement Lab

It’s the end of an era.

Patrick Downs, after discovering Chick fil A serves breakfast. is leaving to advance his sales career (and make a little more money) elsewhere.

But his legacy will live on. 

In this episode, we say our ready goodbyes and share some of our favorite stories from that legacy, including:

• The time Patrick played hardball from Bikini Bottom

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Pricing needs to equate to value,

Throwing in something free that your customer doesn’t want?

Yeah, it makes them think they’re overpaying. 

So says today’s guest, Matt Price, who joins the show to talk acquisitions and pricing.

• A very French welcome

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Many sales leaders landed their cushy role by being the best rep.

So, it makes sense why they are often so resistant to sales frameworks…

And why their sales success never scales.

Overcoming this impediment is something today’s guest, Scott Leese , CEO & Founder at Scott Leese Consulting , realized was absolutely critical after releasing his own framework Addicted to the Process — along with the verbiage on a book’s subheadings.

He joins Travis and Patrick to discuss:

• His addiction-based sales framework

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So a client comes to you and says they found a cheaper offer.

Now what?

Do you send them on their way with hopes for the best? Or is this the beginning of a deeper conversation around the customer’s needs, finding the missing value point, and introducing the bucket tip?

When a customer approaches you with a cheaper option, it’s typically just the tip of the iceberg. If you want to keep the sale, you have to find the root of the cause.

Stop solving ghost problems and start dealing with the corpse in the ground.

Luke Ruffing, Co-Founder of SalesCast , joins to show to discuss: 

• Ghost objections and how to dig deeper

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When was the last time you celebrated your wins?

It’s easy to get so stuck on your new problems that you completely forget about how far you’ve come.

And that can contribute to productivity dysmorphia — an unhappy junction where anxiety, impostor syndrome and burnout intersect.

In this episode, your hosts, Travis Tyler , Digital Content Producer, and Patrick Downs , Team Lead and Outbound Account Executive, at PandaDoc , fly solo to discuss:

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Listening on a desktop & can’t see the links? Just search for The Customer Engagement Lab in your favorite podcast player.

You know what everyone loves when reading a good book? Getting to the end of a chapter and being told that the author will get in touch about the next chapter.

Yeah, you’re right. No one would buy that book.

Your buyers’ journey is like a story — and if they request a demo, that’s exactly how most companies conclude that chapter.

Your buyer would be much better served by a choose-your-own-adventure novel.

That’s how today’s guest, Kaylee Edmundson , Director of Demand Generation at Chili Piper , is approaching product demos. She joins Travis & Patrick to discuss this and other sales insights.

Also in this episode:

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If you’re timely, you’ve got the right targets and you can cut through the noise to reach the right buyer… 

Then your outbound can succeed without you ever even needing to mention your product, service or company.

That’s some outbound-avocado wizardry today’s guest, Kristina Finseth, Director of Growth Marketing at Interseller, shares with Patrick and Travis in today’s episode.

Along the way, the three:

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Listening on a desktop & can’t see the links? Just search for The Customer Engagement Lab in your favorite podcast player.

Why would you ever ask your prospect what their use case is?

Does your doctor ask you to tell them what virus you have? Of course not.

Be the doctor: Find your prospects problem — and solve it.

If you don’t approach your prospects this way, it’s probably best not to tell today’s guest, Becca Holland , CEO and Founder of Flip the Script , because she’ll let you know: You’re doing it wrong.

In this episode:

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Contrary to popular belief, the customer is not always right.

But that doesn’t mean you don't stop treating them with empathy. 

That’s something today’s guest, Megan Bowen, COO & CCO at Refine Labs , learned early in her career.

In this episode, we discuss:

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It’s common knowledge that a salesperson has to sell themselves, in addition to the product, as part of the process — people buy from people they know, like and trust, right?

But an often overlooked side of marketing is a similar job requirement — the constant creative pitching that goes into the job.

This week, we’re giving marketing some love.We don’t have a guest, just your loveable hosts, Travis Tyler , Digital Content Producer, and Patrick Downs , Team Lead and Outbound Account Executive, at PandaDoc .

In this episode:

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