On August 28, 2009
The Care and Feeding of Clueless Experts
If you’re selling a complex product, you sometimes need an engineer or expert to help you explain the technical aspects to your customers. That can cause big problems if the expert doesn’t have a clue about how to behave in front of customers. A reader writes: My client wanted to know who’d be implementing their system so I brought one of top engineers in to meet with them. Every time I was about to close the sale, the engineer, trying to be helpful, would pipe in with: ‘or, we could also do it this other way,’ thereby reopening the discussion. By the time the sale was reopened for the third time, I could see that the client was getting annoyed,…
0 Comments