A drawback is encountered where your product or service does not meet the needs of the customer
Your client might require local invoicing and you do not offer that service or:
Your product might offer 12 hour phone support and your client wants 24 hour phone support
When this happens respond frankly to the customer - don't ignore or dismiss the concern. Being straightforward continues to build rapport and trust. So when you hear a concern and identify it as a drawback being voiced:
Ask questions to understand the exact nature of the drawback
Take a moment or two to acknowledge the concern then
Step back and refocus on the bigger picture: summarize all the things the client is looking for that you can do, then
Refer to all the features and benefits the client has accepted as useful and desirable for them and use those to try to outweigh the concern
Where's the flex?
Get with your colleagues and list all the drawbacks you can think of. Be prepared - because drawbacks WILL show up. Practice acknowledging each one
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