Exchange Behavior in Selling and Sales Management

What was discuss in today’s session “Exchange Behavior in Selling and Sales Management” highlighted couple of points that I would like to discuss

· It is not true that customers always know what they need especially if we are talking about large programs where the client does not have the Know-How on the new technologies and business strategies. Therefore, they will depend on other organizations to help, such as vendors and consultants who may oversell their products and services overpromising the client unrealistic future value that never materialize.

· There is a strong need for both of the customer and the service provider to speak the same language and to be on the same page in term of target goals and expected results. In many cases, management of both parties agree the high-level concepts and leave the ambiguous details to be dealt with by the delivery managers. This will definitely result in large gap of expectations between the two parties and the ultimate outcome could be as simple as unsatisfied customer or a completely failed initiate and unrecoverable relationship.