Management Tip of the Day: Prepare to Answer Customers' Toughest Questions

Are you having trouble viewing this email? If so, click here to see it in a web browser. HOME   |   TIPS   |   BLOGS   |   THE MAGAZINE   |   BOOKS   |   STORE RSS   |   Mobile NOVEMBER 7, 2012 Prepare to Answer Customers' Toughest Questions No salesperson likes to take a hard question from a skeptical prospective customer. But since providing good answers is often the difference between winning and losing their business, it pays to get it right: Clarify the question before answering it. Repeat it back in your own words or ask the customer to explain further. You don't want to address a question that wasn't even asked. Provide an expert point of view. Your customer is more likely to trust a consultant who has intimate knowledge of the industry than an ordinary salesperson who simply understands how the product works. Show that you can apply your expertise to solve the customer's problems. Stay calm. Demeanor speaks volumes. Regardless of the question, be confident and don't get defensive. Today's Management Tip was adapted from "Strategies for Answering Your Customers' Toughest Questions" by Steve W. Martin. Read the full post and join the discussion » Share Today's Tip: FEATURED PRODUCT Writing Skills Harvard ManageMentor Online Module Skillful writing helps you accomplish your business objectives and extends your influence as a manager. Learn to create clearer, more effective written communications. Includes specific guidelines for preparing memos, letters, emails, and other common business documents. One-year single user license. ADVERTISEMENT Follow the Tip: PREVIOUS TIPS Make the Most of a Bad Job Get to Know Your Unknown Audience Toss the Old Rules for Selling Reward Yourself for Doing the Tasks You Hate Try Crowdsourcing Your Performance Reviews Make a Job Offer That They'll Accept Save Time by Saying No To Persuade a Listener, Establish Common Ground How to Cultivate Ethical Employees What to Expect If You Take a Bad Job All Previous Tips BEST SELLERS HBR's 10 Must Reads: The Essentials HBR's 10 Must Reads Library Set Guide to Persuasive Presentations Guide to Better Business Writing Guide to Getting the Right Work Done Introducing Mobile ManageMentor Powered by the proven content of Harvard ManageMentor™ iTunes >> Android >> UNSUBSCRIBE   |   UPDATE YOUR PROFILE   |   MORE EMAIL NEWSLETTERS   |   PRIVACY POLICY Was this email forwarded to you? If so, sign up to start receiving your own copy. ABOUT THIS MAILING LIST You have received this message because you subscribed to the "Management Tip of the Day" email newsletter from Harvard Business Review. If at any point you wish to remove yourself from this list, change your email address, or sign up for other email newsletters and alerts, please visit the Harvard Business Review Email Newsletter Preference Center. OPT OUT If you do not wish to receive any email messages from Harvard Business Review, click here. ADVERTISE WITH HBR This enewsletter is read by thousands of decision makers every day. Learn more about connecting your brand with this audience. Copyright © 2012 Harvard Business School Publishing, an affiliate of Harvard Business School. All rights reserved. Harvard Business Publishing | 60 Harvard Way | Boston, MA 02163 Customer Service: 800-545-7685 (+1-617-783-7600 outside the U.S. and Canada)