The Street-Smart Salesman: How Growing Up Poor Helped Make Me Rich

Chapter 14

What's Fair Is Fair

Quid pro quo, Agent Starling.

—Hannibal Lecter

 

A prospect wants something from my rep: training for her office staff. Said prospect knows that additional staff training will enhance her business in some meaningful way—and my rep knows it, too. Here we have an ideal situation in which to look for the fair exchange, the quid pro quo, which translates from Latin as “something for something,” or “this for that.”

Listen closely to how a Street-Smart seller lays out the terms of a quid pro quo: “Mary, whenever I conduct training seminars for my customers [note the emphasis], the jump in staff confidence that follows translates directly into enhanced customer service. Improved customer service then boosts word of mouth referrals. Before we get into specifics today, please help me understand how my investment of time and resources to improve your staff's performance will affect our business relationship.”

A very reasonable inquiry! And you've actually used two Street-Smart tactics in so doing. One, you've made it clear that you don't give anything away except to a customer. Two, you appear to have handed control of the conversation by giving a customer the opportunity to propose a suitable structure for your business relationship. Your customer is not expecting this; I guarantee it. Her response will vary depending on the kind of person she is and her circumstances. If what she then proposes is consistent with your goals, agree to it, slowly. Remember, ...