This focus area entails the ability of the salesperson to make their expectations clear. When working with buyers, it's vital that the person "on the other side of the desk" know what they want, need and expect from the salesperson. It's just as important for them to know what the salesperson wants, needs and expects in return. Therefore, great salespeople understand how essential it is to be clear about their expectations, requirements and consequences--from the very beginning.
Salespeople should understand the important issues that involve both parties need to be clearly spelled out in advance to ensure a successful relationship. They also make their expectations are clear internally (i.e. the sales management team). For example, the sales process that the salesperson is working for a specific prospect will have a greater chance of success if the salesperson can communicate their expectations to the technical team or the management team that needs to support them. Highly competent salespeople anticipate the possibilities of needing overtime hours to complete the project or helping the project manager understand that they might not complete the assignment on time if the required software is not available. These types of situations are important important factors that the salesperson realizes needs to be known in order to work well together and successfully complete the project.
This ability area outlines the processes concerned with providing top-notch service to buyers to ensure repeat business and a solid selling reputation. No one selling organization can be all things to all people. However, sales organizations who sell a product or service have an obligation to work in good faith to deliver on their promise and trust established in the earlier phases of the Customer Satisfaction and Loyalty Model. Organizations often do this with their customer service/fulfillment function. The ability of the selling organization to live up to the expectations set in the earlier process of the transaction experience is crucial in the Expectation Management Ability area.
As part of setting proper expectations, the sales professional should also understand if (and when) to walk away from a potential sale. This is necessary to protect the selling organization and the salesperson's ability to build rapport and continue the relationship with potential customers. For many sales professionals they would be seen as a “trusted advisor” in this scenario -- especially if the solution would not have adequately met the requirements of the buying organization.
SELECTED ARTICLES
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Focus Area: Expectation Management