Stay Out of Trouble!

You and the customer are having a discussion on business issues, his organization or your solution. The next thing you know, you don’t know how to respond. The reasons could be: poor knowledge of customer’s market or industry, you were not in full listening mode, or you were not fully versed in your company’s solution for your customer. Your brain is telling you “You are in trouble, don’t look stupid, or, how do I answer?”

Or your brain may tell you to “fake it” as your brain tells you it is better to reply and act like an expert.  There’s a better way and it builds customer trust. It is called being humble. Yes. Be humble.

What? Be a “humble sales person?” It sounds like an oxymoron.

Humble sales people are secure, learning at every opportunity, and communicate to inspire trusting relationships. And they ask good questions to stay out of trouble.

So the next time, the customer discusses something you didn’t hear properly or even understand, ask using some of these probes:

Sorry, Ms. Customer, I didn’t understand what you just said. Can you elaborate more so I may learn?

What do you mean? 

I didn’t quite get what you said, can you tell me again and explain, please? 

I need to learn more about what you just said, as I don’t fully understand. Please tell me more.

The other situation where you may get into trouble is when the customer needs information on your organization, product, service or solution and you don’t have an answer. This can happen with a new sales person, or, when your company has a new product launch and you are not up to speed on the features and benefits. What do you do? Be humble and truthful. Why? The customer probably knows you are new, or that you have a new product. They also realize as you should, you can’t know everything! Here are some examples of how to respond:

As you know, I just joined my firm and am getting up to speed on our product line. Here’s what I know..... 

Mr. Customer, I am not fully versed in this new solution, but let me go back to my office, consult with my sales manager and send you the information you need by this afternoon. How does that sound?

I don’t have the answer (or information) right now. Can I get back to you on this by email?

Being prepared shows the customer you care. To be better prepared as new sales person, ask your sales manager to help you prepare a “Sales Kit” on the Desktop of your laptop or tablet that have the product flyers or information for your solution. And if possible, have a mobile Internet connection that will allow you to call up your website or cloud to get the information so you can show it to your customer.

A humble sales person is prepared and knows that honesty and a learning attitude builds customer trust more effectively than trying to ‘fake it’ as an expert. So ask questions to learn what you don’t understand, and be honest when you don’t have all the answers to your customer’s questions on your product or service.

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Looking to develop your probing skills? Check out Professional Selling Skills.