Newspaper article THE JOURNAL RECORD

Don't Know the Answer to a Question? Turn It into a Sale!

Newspaper article THE JOURNAL RECORD

Don't Know the Answer to a Question? Turn It into a Sale!

Article excerpt

When a prospect asks a question, and you, Mr. Know-it-all salesperson, don't know the answer, there is a universal look of terror that comes over salesperson's face, right?

Let's get one thing straight. The only person who knows everything is your boss. (If you're the boss, then it's your spouse or partner or both.) But take heart. If you don't know all the answers, it could be a selling opportunity.

Here are the "If you are asked a question that you don't know the answer to" ground rules. 1. Complement the person asking the question. It makes them feel important, intelligent and respected. 2. Be human. Admit you don't know the answer. 3. Don't fake an answer. Tell the truth in a creative way. 4. Be funny. "You should have asked me this question 10 years ago -- I used to know everything -- back before I turned 20." 5. Listen to everything associated to the question -- and the implication that the answer may bring. 6. Write down answers and facts -- to show you care and that the customer is important. 5. Look for the opportunity to use the answer as a sale clincher. 6. Find out when the information is needed -- and write down the date and time. 7. Determine how important the answer is to the sale. If it's critical, the answer and the opportunity are greater. 8. Complete the rest of the presentation -- and if possible, try to have the sale hanging on the answer to the unknown question. Here's an example of how to admit you don't know it in a positive way -- "Wow, that's a great question -- no one ever asked me that before ... I'm clueless about the answer, but I'm dying to find out myself. I'm going to personally find out and get back to you with the answer. By the way, what should I do with the information? If the answer is _____ should I go ahead and place the order?" Here are some helpful ideas about the situation and the answer: * Deliver the answer in person. …

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