We ended Part One by asking, “What do you think my main challenges were with the way ‘David’ handled the upsell?”
In both the Blog Comment section and on my Facebook pages, there were many excellent points and responses, with many of you nailing the jist of what quickly turned me off and caused me to lose trust, which discontinued the selling process.
What David communicated as simply a really cool courtesy upgrade based on my being a “loyal customer” (“Not a penny.” It’s just our way of saying thank you”) turned out to be a two-year written commitment/contract to something about which I was now not even going to bother finding out. By misrepresenting himself and the transaction (he didn’t really lie but he definitely didn’t tell the truth) he broke the great rapport he had built to that point through his otherwise excellent handling of the process.
Now, would I have necessarily said yes to the two-year commitment had he represented it as such upfront? I don’t know. As mentioned in Part One, based on past experience, I don’t have a lot of trust in AT&T. Then again, that’s why David is a salesperson; not an “order-taker”…it was his job to continue building the rapport and trust until I was open to understanding the possible benefits of the situation.
But, as you know, once I realized he had not been completely truthful with me, there was no chance of it ever getting that far. Of course, I was polite as I said no thank you. He, on the other hand, was obviously not a happy camper.
And, good relationships, whether personal or business, are not based on trying to fool another person to do what you want them to do. Sometimes, it really is as simple as understanding that.