Lowering Barriers
Carlton Hoyt
Life scientists are busy people. Between bench work, meetings, writing, presentations, seminars, and everything else they may have to do in their day, their time is limited. As such, they appreciate (knowingly or not) situations where the purchasing of products that they need is easy, fast, and simple. While the ease of the purchasing process is usually not so important as to change the mind of someone who has decided on purchasing a given piece of lab equipment, antibody, reagent, or other bioscience product, it can easily sway the undecided buyer one way or the other. By identifying and lowering or removing the barriers to purchasing your laboratory products or services, you can sway those undecided minds in your life science company’s favor.
This is a bit of an oversimplification, but for brevity’s sake we can break down the sales process, from the eyes of the customer, into three steps:
- Finding your product / service
- Obtaining the desired information
- Acting on the desire to purchase
The first step is arguably the most important. It should go without saying that unless scientists can find your product, they are not going to buy it. Getting found is a multi-faceted issue that has no single solution, but rather many different potential solutions that can be used in combination based on your company’s situation. Having distributors list your products in catalogs, traditional marketing campaigns via print advertising in scientific journals, banner advertising on relevant websites, e-mail campaigns, search engine marketing, social media marketing, search engine optimization, word of mouth marketing, and utilizing in-house sales teams are all options with different benefits and drawbacks and a unique mix of any of these may be appropriate for your company and product (note that this list is not meant to be exhaustive). Identify how you can maximize your exposure in a cost-effective manner and implement those solutions so your life science products are easily found.
No matter how a customer finds your product or service, you always need to make sure you provide them with the desired information to get them interested in buying. As a general rule, more information is better so long as it is well-organized, relevant, and positive. Use this information to keep them engaged the entire time they browse it. Any time a researcher wants more information about your product but doesn’t find it is an opportunity for them to walk away or look for different products, so even if in formats not well suited to containing large amounts of information, the location of additional information should be given and this information should be as easily accessed as possible. A key component to this, since it will almost inevitably contain the most information about your products or services, is having a website with all the necessary product information laid out in an easily navigable way. (you can learn more about streamlining your website for additional sales here)
Lastly, the ability to act on the desire to purchase should be a fast, simple, and easy process (or at least as much is plausible given the nature of the product or service). For example, if your product does not require a quote-driven sales process, e-commerce allows your customers to order quickly and easily. Online forms for quote requests or demonstration requests are similarly low barriers to action. Where possible, free samples are a great way to get your products in front of the customer. If the customer needs to contact your company, let them do it in the manner that they prefer to, be it e-mail, phone, a simple contact form, etc. to ensure that they are comfortable establishing the necessary communication to further the sales process.
Scientists, lab managers, purchasers, and procurement agents all prefer simple and streamlined sales processes, and reducing the barriers to purchasing your bioscience product can be an easy way to increase your conversion. While the ease of the purchasing process is most often not important enough to the customer to change a purchasing decision altogether, it can easily sway the undecided buyer one way or the other. By streamlining your sales process, you can tilt those undecided buyers in your favor and increase your life science sales.