Regrets

A good (reputable) sales person understands that management of regrets+ is a key step in the sales process. If I can't manage your regrets after the purchase then I risk having the sale undone. My commissions on the sale are at stake.

We're dealing with a concept called asymmetric information. The sales person has much greater information about the product than any consumer could possibly hope to gather. This includes an understanding of likely regret scenarios. So the salesperson must actively probe with the customer after the sale to uncover any areas of possible regrets, and this salesperson must have at-the-ready solutions or rationale as to why the customer should no longer have those regrets. A good salesperson in a reputable company also has the wherewithal to expedite repairs, modifications, or any of the other resources available (i.e., a post-sale discount) to keep the product 'sold'.

Regrets management is a key function for the management of R&D projects. They must actively probe and be at the ready for any regrets on the part of the funding agents. Especially in cases of discontinuous discovery+, it's a continual process of education and reassurance, but not of a condescending nature. Management of an R&D project must make the funding agent know that it's in everyone's best interest for the agent to not let regrets take over an otherwise fine investment decision.


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