When a customer asks you if you provide a solution that is not exactly in your core capabilities, how do you respond? Some thoughts on how to stay engaged with the customer...
Eliminate “No” and “Sort of”
Either of these responses will take you out of contention for the current, and possibly, other opportunities. Customers also read body language...so, if you are squirming, they will pick up on your discomfort.
Provide the most positive answer possible
It is important to confidently provide an answer that is the “closest to yes” you can (without lying, of course). This can come from several approaches to the solution:
· Internal capabilities
· Internal with partner
· Refer and help connect to known/trusted partner
Your answer can start with...”Yes, here is how we would provide _______.
Anticipate questions you may get
When you are preparing for meetings, think about questions you may get regarding capabilities and how you want to respond...it will help your confidence level in the meeting!
Thank you to Alberto Lopez, CEO of Sunfish Inc, for the inspiration on the topic of “Mastering the Art of Customer Response”. Sunfish’s Autonomous Underwater Vehicle (AUV) helps various organizations and municipalities resolve uncertainty in their man-made (e.g. piers or harbors) and natural (e.g. reefs or caves) environments. Check them out!
Marc Kitz, Sales Coach
860-836-8979
Checkout my Sales Coaching blog - https://marckitz.com/
Schedule some time - https://calendly.com/marc-kitz-sales-coach/25min
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