9/13/2023-“I don’t know”

Developing an "I don’t know" strategy to buyer’s questions includes courage and qualification skills. Understand why buyers ask certain questions, and you’ll learn valuable insights.

"Uh, yeah, sure….umm, of course our Intrepid Product 3.1 can, um…perform those thingamajigs that you need."

It’s quite natural for you to think you need to know it all, but the faster you get over that myth, the better.

Your customer would rather hear "I don’t know" versus something they know is untrue. If you’re unsure of the correct answer, admit it.

Those three magic words – "I don’t know" – are potent representations of honesty. And being honest puts you on the fast track to growing trust with your buyers.

There’s a trick about playing the "I don’t know" card that even the TOP 10%ers will appreciate. (No, it’s not the obvious, "I’ll get right back to you on that." Those are table stakes.)

Ready for the gold nugget?

Qualify the buyer after your IDK by casually asking, "So I’m curious, what’s the significance of your question…why do you ask?"

Of course, you’re gonna get back to them with the answer they need, but also focus on probing to determine the weight of the question in their eyes.

The more honest and authentic you are in your conversations with buyers, the more apt you will get honesty and real insights in return.

After the standard, "I’ll find out more for you," go further.

Follow up with something like this: "…maybe you could talk a bit about the significance of that question?" Or, "…tell me a bit more about where that question is coming from." And if you really want to be bold, "So, I’m curious why you’re asking that question?"

Be bold. Most of the time, bold gets rewarded.

Most likely, your manager doesn’t expect you to know everything about your software, service, or product…but you are expected to know how to qualify and understand buyer motivations.

It goes without saying, BUT, in those instances when you don’t know something and have to get back to the buyer – and you HAVE qualified them to understand their motivations – run like hell to get trained on the issue so the next time you don’t have to say, "I don’t know."

In a relationship, the three magic words are (of course) "I love you."

In sales, the three magic words are, "I don’t know."

Trust and credibility grow when you admit you don’t know everything about your product or service to a customer.

But what would you do if you were trapped on the remote island of Montserrat when the volcano blew? (What??? Sorry…segue warning!)

Let Jimmy Buffett perform his "I don’t know…" song for you in this great 4-minute performance – it’ll take you away for a moment.