Negotiation: Answering Tough Questions
Negotiations are not easy. They’re tougher when customers ask tough questions. This could be a list of demands which include stretched delivery times, credit terms, quantities and other things which could challenge you.
The easy part of facing tough customers is to train for them. Create scenarios which address issues that would crop up in front of customers and create appropriate responses to them. The more detailed these are the better you will be prepared to face them. Train on these often in role playing scenarios so you can get comfortable with them. Review and refine them as time goes by to keep them relevant and to suit your own speaking and delivery style.
One instinct we all have when asked a question is to answer it immediately. If you are unprepared for the question, the answer will be equally unprepared and possibly not what the customer wants to hear. The important thing when asked an unprepared question is to pause. This will seem difficult at first and you will have to condition yourself for it.
Ask the customer more about why they asked that particular question? What is the feature they are looking for? How they think that feature or quality will help them make business easier for them? Answering a question with a question will also seem unnatural at first and that is why you must train yourself for it. The more you inquire the better you will be able to understand what the customer wants.
This will allow you to gather your thoughts and reply in a coherent manner. Think about what the customer is asking you, consider the options from your product portfolio and terms of service and reply with the information that is relevant. If there is no direct relation to the customer’s query and your product or service use the time to craft an alternative using the features your product or service does offer. Show how your product and service features are more relevant to the business tasks they perform.
Be honest with the customer. If you don’t know the answer admit it. There is no shame in not knowing all the answers. However, make a note of what the customer has asked and if possible call someone who might know the answer. It could be a team mate, someone from your technical department, legal department or even your boss. If calling someone is not possible (after all other people may be indisposed during your meeting), tell the customer you will check with your team and get back to them as soon as possible.
Answering customer’s questions and inquiries is something that you must learn to handle. It is an important part of the negotiation process. Learn to master this through training so you can handle customer’s objections or offer customers value.