One of the biggest fears that non-sales people have is that they don’t know how to answer sales questions from a potential client. They think that until they have it ALL worked out, they can’t possibly go and talk to a client, and this stops them from getting out there to talk to people. A great salesperson knows that they will never have all the answers, so they use a simple technique to get through this. Here’s a 5 Step Plan to confidently answer questions that you don’t know the answer to:
Step One: Tell them!
Number One Rule: Don’t try to guess or tell the person that you know. People have very good bull detectors. They will see it a mile off and then won’t trust you. With no trust you will never get people to buy from you. Say: “That’s a great question. I haven’t heard that before.”
Step Two: Tell them the plan
Have a plan of attack about how you answer questions like this. Be specific about what you are going to do and by when. If you need help from someone else – add that in too. People don’t expect you to know everything and so like to know that you are resourceful and know who has the answers. Say: “Let me write that down. I am going back to the office now and I will do some research for you and get back to you by _______. Is that ok?”
Step Three: Clarify
If there are numbers or details involved in the question make sure you get all the details written down before moving on. It’s important to get this right, because your potential customer won’t be so sympathetic if you come back with a great answer to the wrong question! Say: “Let me make sure I get the right answer for you – can I just clarify what you mean by _________. Can you help me with the exact numbers or details?
Step Four: Send them an email
When you get back to the office, send them a follow up email thanking them for the meeting and listing the items you had to get back to them on and by when. This will show them that you are efficient, thinking of them and most importantly that you listened!
Step Five: Get them the answer
As soon as you have the answer, get back to them. Once you have done that, an important step is to call them to make sure that you check in with them to ensure that what you have given them really answers their question. Sometimes an answer will prompt new questions and so this is another opportunity to uncover any more questions or queries they have. Say: “When we met on ________ you left me with a question on ________. Here’s the answer to that………… Does that fully answer your question?” Say: “Are there any other questions that have come up that I can help you with?” Get out there and talk to some potential clients today … try it out and let me know how you get along … or if you have any other questions!