Most sales people have faced this moment of terror: Your prospect asks you a detailed and important question about your product, your company, or the business that you are in. And you have absolutely no idea what the answer is.

Here’s the wrong response: Panic.

It’s true that you should strive to understand your company’s products, your customer’s business, and the key value propositions that bring those two together. But no one in the world expects you to know every possible detail about all those things.

Unfortunately, many sales people think they simply must have an answer to every question. They hem and haw. They backpedal and obfuscate. They do the old soft shoe. They make stuff up.
Here’s a better solution: Say, “That’s a great question – and I’m not really sure of the answer.” This response shows that you are human. Best of all, it gives you the opportunity to follow up with and provide further value to your prospect.

Sounds like a win-win all around.