John called me the other day bantering about a client. He was very concerned about a recent conversation. When I asked him what was stated he mentioned that the client left a brief phone call about a “concern for the service”. John knew he provided exemplary service and could not image what was wrong. He ran every grave scenario through his mind. When he finally calmed down he realized what he was so excited about…assumptions.
John was making an assumption about a conversation he has yet to be part of. How many times do we do this during the day or within a week? We create all types of dream sequences; conversations etc. Sales managers assume things sales representatives are doing in the field. Sales Representatives assume clients love them. The list goes on and on.
Established laws and rules that we never allow others to be a part of control our internal mechanisms. In fact, they have their rules. When these laws are challenged we make assumptions and worse yet we develop a set of fears. So what are those items we make assumptions of and how might we stop them. Here are just a few:
- Sales Managers assume sales professionals have all the knowledge. Too many sales managers seem to provide training and other mitigations to aid the sales department. However is the sales agents performance. One cannot assume when implementing accountables.
- Making assumptions that sales professionals are negotiating with the buyer. The only way to determine reps are meeting with the buyer is to ask the question, “What are the proper steps to implement this decision?” With the days of a post recession world many economic buyers have shifted responsibilities. Those you believe make decisions may not. Those that claim they do may not. It is a selling professionals job to ask.
- Selling Representatives and Managers assuming the client will make an acquisition. Closure occurs in these steps 1) reaching agreement 2) signing the proper documents and 3) depositing a check. “It ain’t over till the fat lady deposits a check.”
- Sales agents that believe clients know what they want. True the age of the Internet allows clients to conduct research before a sales professional reaches the door. However, sales closure happens when agents become a buyer peer and trust is built.
- Organizations that assume customer service is not necessary. Incredibly false. America is a service based economy as such the only method for building client centered relationships is using customer service as a true sales and marketing differentiator.
- Clients are damaged. Never assume there is something wrong with the client. Ask provocative questions to get a good understanding. Another option is honing in on both your demographic or perfect client. Sellers will be more successful developing communities around their value rather than anyone.
- Never assume someone is better than you, doing better then you… We live in a world of materialism, showmanship and unfortunately embellishment. Live in your own skin and feel good about it. Realize the good you as an individual bring to the world and to your clients, never assume anything. Dream big but live in your own world.
Assumptions create fear and these bring about anxiety and stress. Selling professionals live in a volatile world wherein each day emulates a roller coaster ride. Why add more thrills to the experience. Assumptions will plague on creativity and success. Those selling today are professionals developing relationships to illustrate value. Value is derived from great direct conversations; never assumption. If you want to live in failure then assume, if you desire a life of success simply seek truth.
