Guided Selling for more guidance during online search

Excentos covers the whole buying decision process. Customers get real product advice and  are guided towartd a decision.

The Guided Selling approach of excentos supports customers during their product search and purchase decision making process:

1. helps customers phrase their needs

2. finds suitable products within the available product range

     3.  compares alternatives

     4.  sets the conditions for a decision

All of these four steps are supported by the following components of the excentos Guided Selling Technology:

• Dialog Engine: Dialog interaction interface records and simplifies individual product requirements, quickly guiding customers towards product recommendations.

• Knowledge Model: Maps product and specialist salesperson knowledge, translates customer requirements into product attributes and defines recommendation behavior of the product advisor.

• Matching Engine: Aligns user profiles (all user input) and product profiles (technical and additional product characteristics) and calculates the recommendation set according to the most suitable products.

• Reasoning Engine: Generates verbalized selling points for the user-provided recommendations.

As shown in the figure, the Dialog Engine stands at the beginning of the Guided Selling process acquiring customers' product requirements, which then are processed within the Knowledge Model. All inputs are then matched with the product characteristics (Matching Engine). Most suitable products are highlighted as “Top-recommendations” and are listed at the top of the result list. Strong selling points explain recommendations to the user (Reasoning) and lead customers towards a purchase decision.

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