Wednesday, October 29, 2014

"There's Always A First Time, So Press On"

Growing up, we have each had hundreds of things we did, saw, or experienced for the first time. Some bothered us, and some were fun. There was a first time for riding a bike, shooting a free throw, hitting a ball, skating, driving a car, placing a cell phone call, solving a math problem, writing a term paper, and on and on.

The first time we made a new home sales sales presentation or met with someone in their kitchen to discuss a remodel, the first time someone said "no" to a closing question, and the first time we wrote a purchase agreement and took a deposit were all defining moments of our sales career. Before each of those happened, there may have been a little apprehension about how to do it or how to keep from messing up. Nevertheless, we got through it.

None of us should ever have tried to invite sympathy from our customers by explaining that this was the first time we had ever filled out a purchase agreement or the first time we had ever used this form or that. Some salepeople feel the customer will grant them extra understanding and leniency by proclaiming that they are new or inexperienced - or that it's their first day or first week.

Actually, the opposite is true. Customers want to work with someone who knows what they are doing. It might indeed be the first time for something (or the first day on the job) - after all there is a first time for everything - but we must not use this as a crutch to try to explain a weak performance.

We need to be prepared. This comes from doing our homework, practicing, and developing confidence that we will do things correctly even when we are doing them "live" for the first time. No one has time for us to learn on the job at the expense of the customer.

Of course, the more times we do something, the better we become and we are more at ease with doing it. Still, the customer should never know that we haven't done something before. This diminishes the confidence they have placed in us to be able to help them.


Learn about my new home sales training programs, or aging-in-place/universal design classes and programs by visiting my website at, or call 561-685-5555. © 2014, Steve Hoffacker.

No comments: