Unless you are selling the perfect product, you need to understand how to identify and resolve customer's concerns. As you go through the sales process your prospect will ask questions about the limitations of your product or service. Don't shy away from these discussions! Every product falls short in one area or another, the important key is to be able to probe the customer in such a way that you first, fully understand the concern and second, be able to respond in a positive light. Don't attack the prospect or diminish their viewpoint. Here are some of my favorite questions to use in these situations that keep the discussion moving in a positive direction:
- That is an interesting point, help me understand why you feel that way?
- What has been your experience with this method?
- Are there alternate solutions to this approach?
- Would you mind sharing with me how you are handling this today?
- What are the other dependent factors that are impacting this process?
- How would you like to see this handled?
Remember that you are building a brand with every conversation you have with your prospects, even the difficult ones. If you ignore or try to brush off their questions you risk an opportunity to build trust and ultimately sell something.
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