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When you hire a new sales professional, they have a TON of tests to go through. HR tests, product knowledge tests, they even have tests on their tests! They have so much to learn and of course want to learn it as quickly as possible. Because -- if they're taking tests, they're not selling. And if they're not selling, they're probably not making [much] money.
But do they retain everything? Probably not. Especially not right away. But instead of trying to impress their customers by letting them think the green pea knows everything --- they should be concentrating what they do know & also admitting what they don't know.
No consumer is going to expect a Sales Professional to know every single answer to every single question. Especially when the consumers ask the technical questions “What’s the compression ratio on this car?” Really - who knows that, and moreover, the consumer is probably only asking that question to test the Sales Professional. But what’s the correct answer to the questions?
“I don’t know off the top of my head, but I can find out for you.”
Wow. Did that just happen? The salesperson did 3 things there.
1.) They admitted they didn’t know something about their product.
2.) They assured the customer they would find out the answer.
3.) They built INSTANT TRUST with the customer.
Rewind - “How did they build trust?”
If they’re going to tell the truth and admit they don’t know the answer to a customer’s possibly “insignificant” question about a car — then they’ll tell the truth throughout the process! This is important for the most veteran sales professional to learn as well - just because they’ve been selling for 10+ years, doesn’t mean they know everything about every single car!
VOILA! Isn’t part of what we do building trust and rapport with the customer? Yep (at least I hope it is - if not, please stop and reexamine your business model).
Do you teach your sales professionals that saying “I don’t know, but I can find out.” Is acceptable and important?