The Usage of the Assumption Technique in Social Engineering

by TJ

People in a customer service job tend to be gullible and want to feel superior from being able to help someone.  So the advantage is there to make use of this superiority feeling to get what you need or want by using the technique of assumption.

One of my favorite quotes from a movie is from 1995's Under Siege 2: Dark Territory:  "Assumption is the mother of all f*ck-ups."

You give someone only the bare amount of information and let them fill in the blanks in their mind by making assumptions on what you mean.  And by choosing your wording correctly, they will subconsciously fill in the blanks to your advantage.  Because it is far easier to manipulate someone when the idea or information comes from them instead of from you, since even critical thinking people will question everything you say, but will not even give a second thought to any of their own ideas.

The following is an example of this type of usage in practice.  I contacted a vehicle tow hitch company that manufactured a brand of receiver tow hitch I purchased used from someone twice.  We will call them CSR One and CSR Two.

First Email Exchange

Me:  "Dear XXX company, I recently purchased a Hitch model XXXX used and, looking on your website at the instructions, it requires a special bolt plate and heavy duty bolts.  Where can I acquire them?"

CSR One:  "Our hardware package is available for sale for $29 plus $9.95 shipping from our online store."

Second Email Exchange

Me:  "Dear XXX company, I recently purchased a Hitch model XXXX and I found the instructions on your website, but it says something about special bolt plate which wasn't included with my hitch.  And what grade bolts do you recommend I purchase to bolt this on correctly?"

O.K., let's hold here for a second.  Did you notice that I left out the word "used" and I said I found the instructions on their website, which implies to them that I did not have a paper copy on hand.  Next, I used the phrase "but it says something about" which implies you are confused without coming out and saying it, which would bring out a level of suspicion.  Next, I said the special part was not included with my hitch.

That is not lying - it was not included - but, since I never said it was used or in a box, the person will assume, since they work in the place that manufactures it, that the product was new and, unfortunately, was missing parts.

Now the person will get a subconscious feeling of sadness, since everyone has gone through the experience at one time in their life of opening a box where parts were missing.  Next up, I ask what grade bolts to use, which, by using a term they will recognize, means I am worried about using their product safely, which will in turn give the person a feeling of worry about me getting injured, which will reinforce the feeling of helping me.  And finally, I ask what do "they" recommend I purchase to complete this task. This is two-fold here.

On one hand, I am asking for a way to purchase the items and not looking for a handout, but by choosing my words carefully earlier in the letter and asking what "they" recommend, it will put the person in a hero mentality and they will want to save the day!

The Answer Email Was

CSR Two:  "The special plate is made to mount it from inside of the frame rail for safety.  Please forward me your address and we will be happy to send out our complete hardware kit free of charge and if you need further help don't hesitate to call or email."

This is but a simple example of what the power of assumption can accomplish in day-to-day dealings in the world.  If used wisely, it can open doors to places and things, when normally they would be slammed shut in your face.

Because deep down inside everyone wants to be the hero.