If a sales rep is speaking with a specific person and discovers that the person doesn’t exactly match their assigned persona, what should the sales rep do?

Rely on the information in the persona and ignore apparent differences. Personas often contain information that people don’t know about themselves and should be trusted over anything the individual person says.

Focus on serving the person using the information they provide even if it doesn’t match the persona. If the same discrepancy comes up repeatedly, the persona might need to be updated.

Send the person back to marketing. Marketing will nurture the person until they’re more qualified for sales outreach and match their persona more closely.

Create a new persona. In order for personas to be as accurate as possible, your team may need to have almost as many personas as you have prospects, leads, and customers.


Choose an option to see if it’s correct. Check the explanation below.

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Explanation: If a sales rep is speaking with a specific person and discovers that the person doesn’t exactly match their assigned persona, what should the sales rep do?


Explanation: The correct answer is **Focus on serving the person using the information they provide even if it doesn’t match the persona. If the same discrepancy comes up repeatedly, the persona might need to be updated**. Sales representatives should prioritize serving the individual person based on the information they provide during the conversation, even if it deviates from the assigned persona. Every customer is unique, and while personas provide valuable guidelines, they are not exhaustive representations of every possible scenario. By focusing on understanding and meeting the needs of the individual, sales reps can build rapport, trust, and rapport, which are crucial for successful sales interactions. Moreover, if discrepancies between the persona and the actual customer repeatedly arise, it indicates a potential gap in the persona's accuracy or relevance. In such cases, the persona should be reviewed and updated to ensure it reflects the evolving needs and characteristics of the target audience accurately. Therefore, the correct answer emphasizes the importance of prioritizing the individual customer's needs while also recognizing the value of persona refinement based on real-world feedback and experiences.
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