cmkim9112 profile picture
cmkim9112 profile picture

cmkim9112

Business Development Manager

Valued Contributor
Opinionated
Fire Starter
+2

Not knowing the answer to the customer's questions. How bad is it?

I want to hear your experiences of not being able to answer your customers' questions.


Did you lose a sale?


Low-performance grade on the team?

Does it lower chance of closing a deal if you cannot answer your customer's questions?

Attached poll
*Voting in this poll no longer yields commission.
🔎 Prospecting
📞 Cold Calling
📈 Closing
22

32 comments

Sort by:
CuriousFox
WR Officer
19
🦊
“Mr. Customer that’s a good question that I need to get some guidance on. I’ll find out and make sure it’s in the recap later today.”
jefe
Arsonist
3
🍁
It's all about credibility. No one expects a sales rep/AE to have all the answers, especially with a complex solution.

If they can't take my answer to the bank, I'll follow up with one they can.
sugardaddy
Politicker
2
🍬
Totally on the freaking spot!
Yuixaz
Executive
2
Logistics Solution Sales Manager
Totally agree!
NoSuperhero
Politicker
2
BDR LEAD
That's my usual go-to or that's a great question I can write down and have it answered by the AE in a quick call, when do you have 20 mins open Mr/Mrs Prospect?
Flippinghubs
Opinionated
1
Account Executive
This is the only answer 
FattySnacks
Politicker
5
Senior Account Executive
Saying “I don’t know but let me find out” builds credibility, not loses it.
jefe
Arsonist
1
🍁
100%
Beans
Big Shot
3
Enterprise Account Executive
We team sell, Regulatory Experts, Sales Eningeers, and CS (for post-sales).

I'd rather use @CuriousFox's response, follow-up with my team and give them an answer via e-mail/call.

It's better to not know than waffle your way through some bullshit only to have to eat your words down the line. 
Justatitle
Big Shot
3
Account Executive
Telling someone you’re not sure of an answer is sometimes the most powerful thing you can do. Shows you’re a human and you’re not gonna make up some bs answer. But go get the answer and email them once you have it 
Cristles
Contributor
2
AE (Account Executive)
If you can sell, you can sell an unanswered question.
“Oh, never really thought about it that way, let me get back to you with the right answer, wouldn’t want to give you wrong information.”
But it depends on the question. But it should never be a deal breaker if you are good at your job.
Diablo
Politicker
2
Sr. AE
It doesn't hurt to accept if you don't know something but what matters is if you taking the ownership of finding the answer/solution for the prospect/customer and getting back to them saying "hey as promised I found it for it. The solution is ......"
Wellss
Tycoon
1
Channel sales
At the end of the day we're all humans & you're going to end up not knowing the answer sometimes. So just letting them know 'hey I actually haven't come across that question before (makes them feel smart), but let me check with the appropriate teams & get back to you". But then absolutely make sure you follow up with them 
Mobi85
Politicker
1
Regional Sales Manager
As I said last night, saying "I don't know" builds credibility.  Giving a prospect/customer a BS made up answer could cost you the sale a lot faster than letting them know you don't know the answer but will get them the answer. 
WomenWantMeFishFearMe
Politicker
1
AM
Depends on how bad you were at telling him you'd get more info and how important that answer was to the overall conversation
DungeonsNDemos
Big Shot
1
Rolling 20's all day
If it's one or two questions out of many, no it doesn't hurt as I want them to have accurate information.
If it's 6 questions in a row and I can't come up with anything then yes, that deal is dead and I really need to revisit my product training
mitts2
Politicker
1
Account Executive
Theoretically no it shouldn't affect the deal closing but it really depends on the question being asked. If they are asking about some tech functionality that's fine to pass off to a follow up. If it's something like how does your pricing work and you don't have an answer, that is something you should know.
ChrisSellsHisSoul
Fire Starter
1
Owner
Just find a way to acknowledge it and pivot to something better. "In full disclosure, we don't have that functionality at the moment. And I want to address another thing you mentioned,"

Try to steer the conversation towards what helps you, and minimize the amount of time you spend talking about stuff that doesn't help you.
dwightyouignorantsale
Politicker
1
Account Executive
It’s worse if you try and answer everything without actually knowing the answer. People can pick up on when you’re full of shit. I would much rather say “that’s such a great question that I would rather check with my colleagues first to ensure we handle X that way” than answering something and later they find out that’s incorrect.
MonthEndSpecial
Valued Contributor
1
Enterprise Account Executive
It doesn't hurt at all. You are their champion to your company. You help them get what they need from your company, and not just giving them an answer, but being willing to work for them helps your case greatly.
thebuckhunter
Politicker
1
AE
"I'm smart enough to know it can be done, but not smart enough to know how to do it. Can I align you with someone more qualified to answer that?"
SaaSyBee
Politicker
1
Founder
You're not expected to know everything on the spot, but you're expected to find the answer.
Jewcan_Sam81
Politicker
1
Account Executive
Saying “let me find that out for you” is not a signal for lack of credibility….unless you say it to every question
braintank
Politicker
1
Enterprise Account Executive
"I'm not sure. Let's find out together."
Jewcan_Sam81
Politicker
0
Account Executive
Title of your sex tape
Jewcan_Sam81
Politicker
0
Account Executive
Sorry, still pretty shaken from the loss of Brooklyn 99
Executioner
Politicker
1
Business Dev.
Being too slick turns some people off. And if you don't know they'll smell BS a mile off.
Edit: There's no shame in not knowing something super technical or complex. Basic stuff you damn well better know, or it oozes disrespect. What's more important is understanding WHY the customer asked the question - why does this "thing" matter to them?
SweetLeaf
Fire Starter
1
Relationship Manager
Depends on the question and if you should reeeeallly know that information off hand - but everyone’s allowed a brain lapse every now and again.😉 We all are human even though we are “sales folks”.
goose
Politicker
1
Sales Executive
“That’s a great question” is my go-to reply to most questions.
FromaBlankPerspective
Politicker
0
District Manager
Definitely depends on the scenario. Hitting them with the “great question, I’ll get back to you line” is fine, but if that’s the majority of your answers then there’s a bigger issue here. 
thetrustedadvisor
Executive
0
Sr. Customer Account Executive
Can't answer them on the spot? No problem, customers are fine if you go and get an answer, address the concern, and provide solid guidance after some research.

Can't answer the question, period? Yep that'll cost lost deals. Who buys from a place where they can't answer basic questions?
SalesStash
Opinionated
0
Strategic Account Executive
The difference maker is are you going to be the one that goes and get the answer for them and are you being transparent. Communication is key

Related posts

9

You don't need to answer all prospect's questions on a demo.

Advice
📣 Demos
11
13

What are some good discovery questions to ask to identify the business impact of your solution?

Question
☁️
☑️
15
8

Do you ask your leads/prospects questions before you start selling?

Question
☑️
😎
🔍
19
Bravado is a community of trusted sales professionals endorsed by their customers.
Apple Store logo
Products
The War Room Jobs Salary Guide Tech Sales U
Company
About Us How It Works Blog Bug Bounty
Contact
Press Careers
© 2024 Bravado Inc. All rights reserved.
Privacy Policy Legal and Privacy Center Sales Jobs
If you are hired as a contract sales rep by a Bravado customer, we may ask you to prove access to the employee email account provided to you by that customer. This data will be shared with customers to track your sales productivity; customers can use this data to confirm you meet the minimum activity requirements to pay out your ramp stipend and commission.