Too Smart?

From my email:

Avoid the Arrogance Trap

Some salespeople are too smart for their own good. They are filled with their expertise, which they exhibit whenever the opportunity arises, even if they have to manufacture the opportunity themselves.

How do customers react to this behavior? Often, they interpret it as a superiority complex and see the salesperson as arrogant. And they usually withdraw from the self-styled expert.

Salespeople must be expert at explaining their products or services, but they need to avoid behaviors that smack of arrogance. Their knowledge is meant to solidify their relationships with customers and open the way for deeper and more meaningful interaction.

Good salespeople also realize that no matter how much they know, their customers always know more about their own businesses.

The best way to avoid the arrogance trap is by never believing that you have all the answers and by not being afraid to say, "I don't know..." when you don't.

It's usually a good idea to be open to learning something new and make your interest in your customers' businesses as clear as you can. But try to avoid presumption about what your customers are experiencing until they tell you so.

Salespeople have the perspective, knowledge and background needed to connect with a customer's business. When they present this information in the right way, they become a valuable resource.

Source: Achieve Sales Success, by Howard Stevens and Theodore Kinni.

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