In this video, learn how the five ways underselling a customer can lead to scope creep. Additionally, learn why a salesperson’s win is not always a project manager’s dream.
- Okay, picture this. Your sales team is in the final stages of negotiating a major project with the customer. If it closes, this will be a big win. Not just for the lead salesperson, but for the company as a whole. There's a lot of writing in this opportunity. However, the customer is sitting on the fence. In other words, they're non-committal. What might your salesperson do to get the customer to move forward? Well, if the main sticking point is the project's price, the salesperson might offer to lower it.
And in order to make the numbers work, some minor scope concessions are made. After a little bit of back and forth, the customer agrees to sign on the dotted line. Congratulations, the customer bought. Mission accomplished, right? Not so fast. The customer may have been undersold. A salesperson's win is not always a project manager's dream. Those minor scope concessions can plant seeds of discontent that result in scope creep down the road. There are five ways underselling a customer can lead to scope creep.
First, desired outcomes aren't met, which can cause the customer to try to get them met by asking for additional work to be done. Second, requirements are sacrificed, which means the project won't meet the customer's full expectations. Third, stakeholders aren't satisfied, which could lead to a loss of future business. Fourth, the project's value is undermined. This leads to the customer asking for more than what was originally agreed upon.
And fifth, trust is damaged. This leads to the customer wanting assurances that they'll get more value for their money. Customers don't know what they don't know. Many times, they trust the seller to present them with honest products and solutions. When the salesperson undersells the customer in order to get the sale, they might win the business, but scope creep will pop up later on.
- What is scope creep?
- Causes of scope creep
- Preventing scope creep
- Learning from a case study