Imagine, if you will, a meeting with a potential client. Everything is going well. You are well prepared, your questions are on point and then it happens. The prospect throws a left hook at you in the form of an uncomfortable question and things get mighty weird!
It could be a question about something your company once went through that needed to be fixed, perhaps they ask you why your company has such high prices. Maybe they are asking you why you are the third rep within 13 months from your company to visit them. But wait, there’s more . . .
Some actual situations shared with me:
Someone questions your age as in “What could you possibly know about this. What are you like 25?”
A man asks a woman how long before she starts popping out babies and they lose her as the rep.
Someone asks you what church you go to.
Asks about your politics.
The list goes on but more importantly . . . what do you do?
First: During your Meticulous Pre Call Planning you should anticipate certain scenarios. For example: If I know that we’ve quoted before, with other reps, questions about the reps, pricing etc could come up. If my company has just gone through something, there’s a good chance I might be asked about it. I need to prepare to deal with those questions.
Numero Dos: Learn How To “Buy” Time
I truly believe that the difference between a good response and a lame one can be as simple as having a few extra seconds to think. Here’s how you can do it:
1) Have them repeat the question
2) Put the onus of awkwardness on them. When someone asks you just a straight up rude question, try this. Look them right in the eye, pause confidently and adjust your glasses using your middle finger. Seriously. Ask “I’m happy to answer any question you might have and so I can better understand your perspective . . . what prompted you to ask that question?” This response does several things. It buys you time. It allows you to regain control and they may even answer their own question. At the very least. they are the ones defending a stupid question!
3) Ask for specifics, examples etc. Don’t ever let anyone throw some general (I’ve got nothing) nonsense at you. Once again, it buys you time and gives you the important gift of “context”.
4) If you are in a group setting, offer to discuss it offline.
Dealing with the question head on:
In the sales classic How I Raised Myself From Failure To Success In Selling, the author offered a mighty cool comeback to add to your ridiculous sales chops file.
Hear them out and then simply ask them. “If you were a part of the leadership team and you kept hearing things like that, what would you do?” Chances are they will say something like “Id make some changes” At that point you simply say “That’s exactly what we did and I’d like to discuss the details with you. Would it make sense to add that to today’s agenda, or should we schedule some additional time when its more convenient for you?”
Reframe the question in a manner that isn’t toxic. For example, I know some rather young sales reps that have been called out on their age. I train them to reframe the question to something they can actually defend because barring a time machine, there’s not much we can do about the age thing. I have them take the age question and turn it into experience. “Unfortunately, the age part I can’t help, just like you can’t help your cellulite ridden old ass (I would really say that if I had just hit the lottery) but let me tell you about the level of experience I have and if by chance you are still uncomfortable, perhaps one of my references can convince you that I get results!”
Try thinking out loud if the question is really personal. I had someone ask me about both my religion and who I was voting for during the last Presidential election. I came back with a “Wow (name removed) I’m thinking that question goes against everything that comprises my comfort zone so consider this a friendly changing of the subject” I packaged it with a smile and let that pregnant pause radiate a “don’t screw with me amigo” vibe . . . and we were good. Had he asked again I would have breached all etiquette and triple shushed him!
I want you to know that as much as the other party is looking at you, deciding if they want to do business with you, you should be looking back asking the same question. Crappy courtships are usually indicative of even crappier marriages.
Just don’t leave ’em at the alter, make sure you part as friends!
Final Note: If you really want to get “comfortable being uncomfortable” as Tom Peters used to say, you have to work those muscle groups and more importantly, learn from each uncomfortable situation you navigate!
