The other day I was on a call with a rep, she was well prepared, she met with her manager and I in advance, and started the call as planned. A few minutes in she asked a question laced with assumptions, and as luck would have it, all wrong assumption. It wasn’t a major point, but you could feel her discomfort. While I understood, I also know from experience that this could actually turn out to be a good thing.
As often happens, the prospect started correcting her, not to in a mean or demeaning way, just wanting to keep the facts accurate. But in the process of explaining, the prospect actually shared a lot of useful information which really helped our intrepid rep to better understanding the buyer’s biases, preferences, mode of thinking and purchase decisions.
Our friend the seller recovered quickly, and picked up on the fact and perpetuated the dialogue by asking more questions, presenting different scenarios, which got the buyer to open up even more, allowing our rep to gain insight better align her and her company’s vision and real value. By the end of the meeting she was a lot further than she had hoped to be, and the buyer was much more engaged and looking forward to the next meeting.
I see this a lot, human nature kicks in, the willingness to help others when they may have made a mistake, and nicely correcting them; only human right?
But most sales people are too hung up on being right, maintaining the facade that comes with that, they spend time trying to cover innocent mistakes, rather than leveraging them. There is nothing wrong with making an honest mistake at times – better yet there is nothing wrong with planning that mistake in advance.
If you know that there some area you need to uncover that may take some work, like a subject area that would be good to nail down earlier rather than later. A subject that you traditionally feel you have to wait till later in the sale to broach, think about making a mistake, specifically to be corrected, specifically to learn.
Reps tell me they are hesitant to go in certain directions in the discussion because they feel the prospect may not be ready. Well, rather than using the front door, why not go to the side door instead? Ask a question or make a statement that you know is based on a wrong premise, but is related to the topic you need to explore, and then wait to be corrected. Letting human nature kick in and accelerate the sale, or most often just break down barriers or log jams in the conversation.
I remember being with one of the best sales people I know, who was presenting at a well-known company. The meeting was very one sided, he couldn’t get them to engage or exchange information at all, they just sat stoned faced. Without their input and contribution, he was dead in the water. As a natural break came between subject areas, he asked if anyone had questions, a few shook their head to indicate no. Rather than continuing, he looked at the room, a dozen or so senior people, and asked “So, no one wants to play stump the sales person?”
A bit of a chuckle from some, quickly followed by a stream of questions. Some taking him up on the challenge, working hard to stump him, but most took the invitation lightly and asked some great questions. The ice melted, they were now fully engaged and he was learning more than had he continued with the presentation as many would have and do.
Don’t worry about being wrong, worry about moving the sale forward.