“The Inuit may have an abundance of ice, but it does not necessarily take the form they would like. For example, it only comes in one colour. I would suggest that they consider coloured ice. It would be a way of improving their living space and set their home apart. Packaging the ice in the right way would be crucial. After all, in our society we buy bottles of water even though we can run it free from a tap.” Holly Williams, customer sales advisor, HBOS

“I would first establish what the Inuit need from their ice and sell the product based on that information. So I would discuss their interests, families and circumstances with them.

"I might ask if they are planning a holiday and advise them on how packet ice could come in useful for drinks and cooling down in a hot climate. Or, if they are thinking about a new home, I would make them aware that we make ice in various shapes and sizes.

“When I have established a need for the Inuit to buy ice I would close the sale by summa-rising the benefits of the product. At completion of the sale, I would advise them of after-sales care and provide any written information that is available.” Adam Beamon, customer sales representative, HSBC

Innovation can be your right hand

Technology and a little imagination can do much to improve the customer experience

BACKGROUND

• Sold on getting results

• Tall tales about telesales

• The key to selling

• How to motivate salespeople

“Without ice, the Inuit would die. It is their habitat, hunting ground and source of water. The biggest enemy of ice -and therefore the Inuit - is global warming. We have evidence to show how quickly the ice is diminishing at current levels of pollution.

“So, having established that ice is imperative to the Inuit way of life, I would ask: what would they do if the ice disappeared? How would they safeguard future generations without ice? And, given the pollution levels, how clean is the ice they are using?

“So here’s the solution - clean, fresh and safe ice in ready supply from me. It is a necessity, not a luxury.” Christopher Welch, sales consultant, The Team Building Company

“The important thing in sales is to provide a product or service that meets the customer’s needs. Is a good salesperson someone who can hypnotise a buyer into a bad deal? No, because neither party would benefit in the long run. So is there any point selling ice to the Inuit? No. The key is to focus on the future when identifying the Inuits’ needs. Instead of selling ice, I would be looking to provide them with value-added services. Global warming could destroy their way of life. So I would promote the benefits of super-size freezers or cold rooms that would help to preserve their heritage. And I would invite a team of patent attorneys to join our meeting. Surely we can piece together a patent for ice cubes?” David Greenaway, business development manager, Mars Drinks

“Before setting out I would ensure that I was dressed appropriately - thermal vest and big furry coat - so I looked the part.

“Once I had identified the decision-maker, I would find out about his or her needs. For example, does polar bear fluff and the hoof marks of reindeer mean that there are difficulties in securing clean ice?

“This would lead to a discussion about placing a trial order. Once I had arranged a time to see my customer again, I would thank him or her for the business, shake hands - and maybe rub noses.” Claire King, senior sales executive, Lyreco

“I would look at selling something like ice piers for loading and unloading cargo ships. Or perhaps ice sculptures.

“A good salesperson is close to his or her customers and builds trust through a mutually beneficial relationship. One way of doing this with the Inuit might be to invest some of the profit into the Inuit culture by protecting their languages, some of which face extinction.

“Another option would be to help to maintain their ecosystem, which has been affected by global warming. Hopefully such a socially responsible stance would find favour with the customer and differentiate me from others in the market.

“I think, though, that selling ice to the Inuit would be tough. So I will stick to gas and electricity for now.” Sean Langford, account manager, E.ON

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