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What separates the assertive, confident, and results- oriented
salesperson from the aggressive, arrogant, and manipulative
salesperson?
Very little!
Think of assertiveness and
aggressiveness, for instance, as aspects of behavior along a
continuum of behavior. So, what separates assertive behavior-
being firm, focused, and direct-from aggressive behavior-being
forceful, pushy, and antagonistic? A thin line. You can't see it
and it's hard to describe. But, when you cross the line, or when
someone else crosses it, you surely know.
Think of confidence and arrogance,
as well as results orientation and manipulation also being
aspects of behavior along behavior continuums, each pair
separated by a thin line.
You might think the challenge for
salespeople is to not cross the line. While that is true, the
bigger challenge, and perhaps the more difficult one, is to get
close to the line. Many salespeople maintain too great a
distance from it. Perhaps it's the fear of crossing it. Or,
maybe it's the discomfort of engaging in the behavior required
when you get close to it.
You don't have to be overly
accommodating to avoid being perceived as pushy. You don't have
to appear unsure to avoid being perceived as arrogant. And, you
don't have to act tentative to avoid being perceived as
manipulative. It's OK, even desirable to get close to the line.
There tends to be a direct relationship between your closeness
to the line and your overall effectiveness. The closer you get,
the more effective, efficient, and productive you perform.
So, how do you operate close to the
line without crossing it? Certainly, you can emulate the
behavior of someone you know who operates in that area. If you
don't have a role model to follow, think of someone who clearly
crosses the line. Then, identify exactly which aspects of his
performance constitute the over-the-line behavior. For instance
, if you consider the individual to be overbearing, is it the
words he speaks or the manner in which he articulates them? Is
it his physical demeanor? Does he tend to "invade" other
peoples' "space?" Once you've identified the inappropriate
behavior, picture what it would be dialed back a notch or two
(or maybe three). You will then have a pattern of behavior to
copy.
It will surely take practice to
model the new behavior. But, one thing is sure: when you operate
close to the line, you'll get more done, more quickly, and more
effectively.
© Sandler
Systems, Inc. All rights reserved.
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