Instead of pausing to gather more information, I made even more assumptions. My excitement to sell overpowered my ability to listen. Thankfully, my co-worker was in the background, heard me drowning, and came in like a superhero: he made Mom happy, kept Daughter warm and fashionable, and taught me a few things about my lack of sales skills.
The moment we stop asking questions and start making assumptions, we have lost the art of true
selling. We preach again and again the value in being curious, and I failed to practice our own lessons
Just because you are the same gender in a male dominant sport doesn’t mean you have an instant connection—you still have to build rapport. While the mother and daughter gravitated towards me and quickly made eye contact, my actions caused me to swiftly lose that initial connection based on gender alone. Why wasn’t that bond enough to hold us together? After all, I too am a mom of a high school girl who also forgets things.
Thankfully my co-worker and I had been working in the women’s section that morning and he heard it all go down. His insightful questions built the rapport I destroyed and created a genuine connection, which translated into the perfect sale. The lesson here is that when we break rapport, we have to call for a lifeline. We have to ask for help.