What will the future of sales look like for aged care?

There was a time when 2023 seemed like the distant future; we all thought there would be flying cars, robots and space travel. In some ways, we’ve made it as technology has crept into our daily lives – although there are no flying cars just yet. But we’re not made for contentment. We’re still looking to the future for more innovation and excitement.

Just how will that play out for the future of sales? How can technology be further incorporated into one key area of aged care? We see four key areas in which sales will change in the future, all of which will have a direct – and positive – impact on the aged care industry.

Seamless artificial intelligence integration

If you asked anyone in the tech world what the next big thing for any industry would be, chances are they’ll answer with artificial intelligence. AI will revolutionise the way we do things, much in the same way the internet did. And as AI becomes more advanced and affordable, it will be integrated into existing programs and tools to help improve the sales process.

We’re already seeing the impact of AI in customer relationship management (CRM) with integrated programs that can analyse data to predict trends, pounce on promising leads and deliver insights on closing deals. Salesforce, Zoho and Hubspot are just some of the big names to incorporate AI already. Throw in the ability to craft automated emails and respond to online enquiries, and repetitive sales tasks will be reduced considerably. 

More personalised customer service experiences

Even though artificial intelligence will take up the heavy lifting, it won’t be able to take control of the entire sales process – especially in such a person-centred and care-intensive industry as aged care. But that’s where technology will have an impact; you can provide a more personalised customer experience because your staff can focus more on the person and not the product.

The amount of data you collect throughout a consumer’s journey also provides plenty of opportunities to create a tailored customer experience. No matter their role, your staff can look at the ways a consumer has interacted with you to provide satisfying sales pitches. 

Increased respect for relationships and integrity

One of the growing trends for sales is the shift from pure selling to consulting; salespeople are effectively becoming advisors and consultants. Your staff are selling a lifestyle and a transactional sale won’t get you across the line. Trust, reliability and integrity are essential, and that’s what every salesperson within the aged care industry needs. 

People who provide an informative and trusted sales experience stand out. Salespeople who anticipate consumer needs are the most respected – even if technology does help them identify the most pressing needs. Moments where your staff emotionally connect with a consumer and build relationships will make a difference when closing a deal.

Smoother journeys for consumers

Research indicates that roughly 80% of buyers are frustrated by the purchasing experience (not aged care specific). For many, it’s too long and complicated with too much paperwork. Sound familiar? They’re common problems in aged care.

It’s hard to simplify the steps when aged care services are so intensive and often rely on Government funding. It’s not like purchasing a holiday or a new car. But as technology becomes more common within aged care, the overall buyer experience will become smoother. Some of the ways this will happen include:

• Virtual sales: consumers won’t have to be there in person for every single step, virtual and video sales will be commonplace features
• More options: aged care itself is becoming more diverse. Consumers looking for new models of care will have more options to choose from, speeding up their experience
• Focusing on buyer needs: Forget what you need, what does the consumer need? By listening to them, showing empathy and finding quality solutions, you can effectively shorten the sales cycle for everyone

In conclusion: Technology and sales go hand-in-hand

Technology and sales are inseparable. The benefits of AI and digital innovations are too good to be ignored. Your sales staff need to be capable of using modern technology to identify what the consumer wants and give it to them. They need to be willing to learn and adapt to changes. 

But most importantly, salespeople need to build relationships and guide consumers through a seamless transition from retirement into aged care. The ability to provide knowledge and advice is arguably what consumers want the most and the technology that helps should be in the background; experienced and personable salespeople must be in the foreground.