I call it “records.” Well, actually the executive coach that introduced the concept to me called it “records,” and it was one of the most valuable relationship tools I have learned.  I was guilty (of creating "records" on people), and everyone I have shared the teachings with has admitted to such as well.

Let me play it out for you, so humor me on the character setting. Salesperson Sarah is calling on Prospect Jane, and it is Sarah’s third follow-up call. In the first two calls, Sarah began to formulate an opinion on how Jane would act or respond throughout the discussion. From the introduction to conclusion, Sarah felt she now had Jane figured out.