What are the most effective ways to handle customer questions about a product?

1 Know your product

The first and most obvious way to handle customer questions is to know your product inside out. You should be able to explain its features, benefits, use cases, and competitive advantages in a clear and concise way. You should also be aware of its limitations, drawbacks, and potential issues, and how to address them. You can update and refresh your product knowledge by reading the documentation, attending training sessions, watching demos, and asking for feedback from your colleagues and customers.

2 Listen actively

The second way to handle customer questions is to listen actively to what they are asking and why. You should not interrupt, assume, or dismiss their concerns, but rather show empathy and curiosity. You should also ask clarifying questions to understand their needs, goals, challenges, and expectations better. By listening actively, you can tailor your answers to their specific situation and context, and build rapport and trust.

3 Provide value

The third way to handle customer questions is to provide value in your answers. You should not just recite facts or features, but rather focus on how your product can solve their problems, improve their outcomes, or create opportunities for them. You should also use stories, examples, testimonials, or case studies to illustrate your points and show evidence of your product's value. You should also avoid technical jargon or acronyms, and use simple and understandable language.

4 Validate understanding

The fourth way to handle customer questions is to validate understanding. You should not assume that your answers are clear, complete, or satisfactory, but rather check with the customer if they have any doubts, objections, or follow-up questions. You should also summarize the key points of your answers and confirm that they address their main concerns. By validating understanding, you can ensure that you are on the same page with the customer and avoid misunderstandings or confusion.

5 Handle objections

The fifth way to handle customer questions is to handle objections. You should not be defensive, aggressive, or dismissive when the customer raises an objection, but rather acknowledge it, empathize with it, and overcome it. You should also not take objections personally, but rather see them as opportunities to educate, persuade, or reassure the customer. You should also use the feel-felt-found technique to handle objections, which involves expressing how you feel about the objection, how others have felt the same way, and what they have found after using your product.

6 Ask for commitment

The sixth and final way to handle customer questions is to ask for commitment. You should not leave the conversation open-ended, but rather move the customer towards the next step in the sales process. You should also not be pushy or manipulative, but rather propose a clear and logical action that benefits the customer. You should also use trial closes to test the customer's readiness and interest, and use assumptive closes to imply that the customer has already agreed to buy your product.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?