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Davis says a consultative approach is the single-most important step distributors can take when working with end users to identify and solve marijuana odor control issues. In doing so, representatives can’t go into an inquiry with a predetermined idea of what product or strategy will end up working best.
If one particular product is heavily promoted, distributors run the risk of diminishing not only the quality of the service, but the likelihood of future business with the end user.
“Having a predetermined idea in mind of what product to sell can lead to a misdiagnosis of the issue for the customer,” says Davis. “We always try to sell a program and a relationship — not just a product — and encourage our distributors to do the same.”
To better cultivate a relationship and manage customer expectations, Davis instead recommends narrowing the range down to three or four products that should work based on investigating the issue on-site. The key is balancing the need to give customers enough options while also ensuring they select the best smoke-combatting setup.
“From the distributor level, there is no shortage of choices. But giving the customer options and making them feel more in control of the decision can go a long way,” says Davis. “At the same time, don’t be afraid to provide suggestions instead of simply taking an order because the customer requested it. A particular scent, for example, might not be on their shortlist, but a distributor should still vocalize their own recommendation in the interest of the customer.”
To further build trust with end users, Piucci recommends implementing free trials on a variety of recommended products as part of the sales package. Trials should hone-in on specific preferences that cater to the customer, including particular scents and dispensing options.
Echoing the thoughts of Davis, Piucci says those decisions come down to having enough attention to detail during on-site visits.
“Men and women have different fragrance preferences, so you’ll need to have a wide inventory of products,” says Piucci. “To complement the air freshening system, you need an odor eliminator spray for instant removal. Both are essential, so selling it as a package is the most effective approach.”
Product trials not only enhance customer relationships, but also provide an opportunity to showcase new odor eliminating technologies that an end-user may otherwise not be interested in trying. Increasingly common features in many new products include visual and audio alerts to change cartridges or batteries, as well as varying options for dispenser intensity.
“Most facilities have tried every air freshener there is and none of them have worked well. That’s why they’re willing to try something new,” says Piucci.
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