Can You Answer This Offline Question (asked by a lot of clients)?

Hey Steve,

I would go with: "Would you try and qualify the question or ignore it?"

Because what a prospect is saying (or asking) isn't what really is being said or asked. So instead of mind reading and answering the question you "think" is being asked, better to probe the prospect more deeply about what their real concern is.

Few prospects care about how long one has been in business if you project the perception of competence and trust worthiness.

Many business owners that we would approach (established for a while) have almost heard and seen it all from sales people. They can spot (and reject) and mechanical attempts to "bond" with them a mile away.

While I would project empathy with their concerns and sincerely address them, in my experience with most war torn business owners any attempts to bond will be seen as being phony. And no one likes a phony.

The hardest deals to cement will be the first few when you can't honestly show any references or testimonials from satisfied clients. Hard to get around this hurdle I believe.

I hope I gave the type of feedback you are looking for Steve.

Robert

'cuz I'm good! I deliver what I say I will deliver.

Hmmmmn....naturally I'd be inclined to go with option 5 by suggesting that I can deliver the best result, however, I sense that this is the wrong answer.

I'm interested by your insight Steve that you should never be in a position where this question is asked and I'd love to get to a point where I can build that sort of confidence in my prospect's mind that he believes in me. That would be the perfect scenario and one I am hoping that you will share with us Steve....no pressure hey! LOL! ;o)

Can't wait for your expert opinion on this...

Well i have personally never been asked this question. I beleive if the correct value has been established the question will never be asked.

However, if i was i would simply respond.......

"From our discussion today is there any specific reason why you wouldn't want to work with us"

Answer the question with a question.

Riz

I think the better question is "Why do they even need to ask?"

The business owners that you speak with, introduce yourself to, or respond to, SHOULD ALREADY KNOW why you are the BEST solution available to them.

That is what effective marketing IS...if your clients are having to ask you that question, it means you havent explained why you are the best choice...

Which also means you've lost out on potentially thousands of dollars worth of deals that could have been done, but the clients didn't know the answer to that question...but also didn't put the effort in to ask you either.

Make sure every marketing message you communicate clearly defines what you offer clients that their other options do not.

Watch your results skyrocket from there =)

~Dexx

When I was asked this question the first time, I froze. LOL

Then I said "because we deliver results and really focus on helping you get new customers - unlike some other marketers out there who are only looking to sell you on something."

I got the deal, so I use this as a standard response whenever I am asked.

Well I am a little late but I would have retorted with what Riz said.

Point blank I would have said,

You tell me why I you shouldn't go with me, and then shut up.

They will proceed to tell you EXACTLY how to close them.

To me, trying to justify yourself communicates to them that you feel you missed it somewhere.

Hey Rus,

I get what you are saying, but this is too defensive in my opinion. It would work with some, but others would be put off.

3 things first I would drop it back in his lap. ( I posted this before reading Rus... but very much the same idea).

A: Well obviously I feel I can do this project for you or I wouldnt be saying it. On the other hand, I wouldnt expect you to do business with me if my offer didnt match your needs. Dont get me wrong, I'd love to earn your business, but its not worth creating a bunch of headaches for either one of us if you dont feel good about it.

Fact is; I've been very honest about what I can do for you. I feel it could really be beneficial for both of us... On another note though, if you dont mind my asking... is there anything you are feeling uncomfortable with about this, that I could help with? I certainly dont want to take your money if you dont feel confident about it.

....and redirect him back into expressing his direct concern in asking the question and answering the direct question on his miind... not the general one.

B: (and this has seriously closed 2 or 3 deals for me in the past) "Well, you know Im not gonna leave town with your money, because honestly $10,000 isnt gonna make or break my life...certainly not enough to be worth looking over my shoulder for the next 10 years, because someone is hunting me down.

Note: On answer "B" I have had guys immediately stick out their hand and say "Perfect. That's exactly what I wanted to hear. Good answer", and one even proceeded to write me a $10,000 check right there upon that answer with no more questions.

C: Well Im a good guy, Im honest, and I pretty much have just told you the facts here without a bunch of hype. Im positive that this is a no brainer to pull off for you. Are you feeling good about it? Is there anything you are uncomfortable with about what we've discussed (once again get him back to his real question within the question.

You want to let them know that you want to do business, but you arent desperate enough to jump through hoops if its not gonna be easy. You have to let them know "Hey Im a business person just like you. I dont want headaches anymore than you do". They relate to that.

Ps. You better believe it too when you say it. Money goes fast, but headaches can last a loooong time.

Personally, I always lead with establishing real rapport. When you establish trust - any reason you give them for "why should we use you?" will be more believable.

In the end, while there are some schlocks that do a legitimately poor job and some superstars that seem to hit it out of the park in execution, MOST of us are just pretty darn good and effective and WAY ahead of where our clients are at.

So, in the end, it comes down to who they WANT to do business with. They're buying you first.

As far as an actual answer to the question, I believe in "playing the hand you've got." If you are young or inexperienced, then you have a "fresh perspective" and are up on the latest changes and nuances of technological changes. If you are older and more experienced then you have been around the block long enough to know the key timeless principles so that you understand which new tactics are worth employing and HOW to do it effectively.

In the end, years in business, price, etc.. really mean nothing. What those things deliver to the clients is what matters.

People do business with you because they WANT to fill a need and they truly believe:
a) You can meet that need (ie.. they believe in your capability)
b) The value ratio is worth it (ie.. they're getting more in value than you're charging) LOW price means nothing if they don't believe you can really deliver.

If they really recognize their need and WANT to fix their problem and they don't do business with you, they didn't trust you or the value/price ratio you would deliver.

This has been my experience anyway.

This is a great thread I know Im always frightened of the question and ones like can I see your portfolio or when resonding to CL adverts for webdesign etc..services when they say please include a resume or a copy of the body of some work you have done.
I like the tips from each poster

The biggest competitor in any industry is inertia... unwillingness to change or do something different.

"Why should I do business with you?"

Because I'm here to help you grow your sales and profitability. That's what I do.


It's literally that simple of an answer because it leaves everything else to the psychology of their unwillingness to act.

You've essentially stated that by choosing to work with you, they will grow their business. By not working with you, they're choosing to not grow their sales and profitability.

It is certainly a hard question to answer. Personally I'd say I'd do my very best to make sure the costumer has the best purchase of his/her life.

I also agree with what MichaelHiles said. It's what you do essentially.

It is very rare case, but it happens when you get a customer who just wants to annoy you by this "stupid" and at the same time "smart" question.

And if customer asking you this question, than it probably means you didn't provide enough information on what you are doing and how.

I believe when you do your business honest way and provide truly amazing product/service , then you will have no any problems with answering this question. The answer will just come out what ever it would be and it will sound strong and confidently.

Hi Steve

We are in sales which means that questions like this can and do come up.

Mostly though they come up because the client (or potential client) hasn't bought You.

If you fall off the perch at this stage you may as well "dig holes" for a living.

The simple approach is - Answer the questions then get back on task and ask them the questions.

Regards

Bronwyn and Keith

Wow,

Truly a bunch of great answers. I really hope and think that this can help people out.

In particular - I think Andrew and Dexx really added something and brought some to the debate. There is a lot of value in this thread.

I think Andrew's answer virtually makes my response redundant, but I will add a few things.

Sadly, my question was somewhat a trick question - as some of you will have noticed (and obviously have) - I didn't say I have a one line response. Understanding the problem is the key - rather than attempting to squash the issue.

My solution is just that, a solution, not a canned line you can trot out - as I mentioned I have a one line solution that totally destroys the question.

And that is simply to step back in the process and find out where the real objections are.

Often, it is the hidden objections that really define your roadblock. With experience, you will learn to identify a lot of them - occasionally you will encounter a unique one.

When you get asked this questions - it is most often the result of you not doing your job properly, and not being as far into the process as you might have thought.

The smaller amount of time, it is from people who are attempting to be manipulative. Of course, you need to have other signs - this on it's own isn't enough. Now - with that smaller group - Ewan hit it on the head - you need to be prepared to deselect.

Ideally, you will learn, with better prospecting to weed out the small amount of manipulative prospects and get the right people for you (and for them).

Now - hands up time -

I'd rather tell you like it is, 'n how I've messed up in the past, and some of the train wrecks left behind - partly because I think just telling success stories is a real guru trait and not that useful in terms of building others confidence.

So - as embarrassed as I am...

...I've made some horrid mistakes in this area and it took a few years to be successful. Luckily or unluckily between the five and half businesses I work in (some with Eddie James and PG tips) - we get a large volume of customers and clients, from IM gurus to laptop manufacturers, to cleaning products.

I've experienced an awful lot more than most- and hit most of the issues.

My initial, rather aggressive response to the 'question' was to hand a card (which I will have to scan in and show you all) with our competitors listed on - and their telephone numbers and end the meeting.

This was actually incredibly hard sales, and I really regret that approach now - but back then it did work about 3 out of 4 times. Of course, the reason you don't do this, and we learned the hard way, is that we ended up with a load of unhappy, resentful clients as a result. That was a big mistake.

Another example -

Last week, we sourced and placed 10,000 snow shovels to go out to UK retailers in the next two weeks.

This involved us sourcing the shovels by, er, getting them manufactured.

So, we found a few manufacturers, two in China, one in Scotland and the other in South Yorkshire in the UK.

Now, if we had wanted to price squeeze these guys, we could simply have asked - 'why should we go with you'.

Why didn't we?

Well, firstly, we need more than just a good price and we were very aware that we needed:

A good quality (not cut corners) product
Timely deliver
The potential for repeat orders

The factory owner, had also identified these factors and mentioned them to us, unlike the manufacturers in China. As such, we had less reason to ask the 'question' because our,at that point, hidden objections had been dealt with.

He then showed Eddie the production line, gave us some samples (you can see them in one of my WSO sales letters) and a tour of the factory.

Talk about building trust and a bond!

Of course the deal was going to go to him.

We now have 90 days terms and will be shipping to stores in two weeks, who are invoiced on 60 days terms.

Not a massive project, or one that will make a ton cash, but fun and timely considering the weather here.

And it really demonstrates our clear objections (margins), and our hidden objections (ability to deliver, product quality/ returns issues, track record).

The manufacturer addressed them so well, that there was no question of going else where.

Too often, I see offliners, attempting to sell, whilst thinking in their head:

Please don't ask about:

The office
My portfolio
Case studies
A timeline
Discounts

etc.

I hope that helps you all - and that you kinda get my frank honesty about the aggressive way I used to approach this - and why getting the client in the wrong way is a huge mistake.

One last note:

I've generally found that most objections are common to the vast majority of clients - with the smaller percentage assigned to specific niche issues, and finally a very small number of unique issues (almost like long tale searches!)

For this reason, I like to get to know a niche before we begin prospecting!

Of course, if your not taking action, none of this matters

Creating that internal dialogue is exactly what helps avoid the 'question'.

Well I too, am a bit late to the game. However I was thinking about this and realized I didn't have an answer other than honesty I guess.

I thought about it, and realized that honesty works. I might lay it out like this (although the previous points still stand about not having to be in this position, which led to my answer here):

And it'd need to be said sincerely, lightly and respectfully.

"You know, I have to apologize. To be honest if you're asking the question, then I haven't done my job right. In the end? I'm the only one who can do what I do.

And when it comes to getting results you want you wouldn't see your eye doctor if you needed heart surgery, right? So why should you're business be treated any differently?

What I'm saying is you have a unique set of challenges distinctive to your business. And after our meeting I'll lay out a specific, highly tailored blueprint for taking your business past those roadblocks and on to concrete, measurable results. All while leaving your competitors scratching their heads at your new and very visible success.

And you don't get that from your YP rep, or the website designer with options to "tack on" services they don't fully understand or actually specialize in, let alone the constant advice from family and friends who aren't in a position to change your business as I've outlined here for you today.

Obviously you understand and appreciate the need for growth in your business, the only question is, why would you wait?"

OK. More than one line as well. Long-winded maybe. But heartfelt.

I really appreciate this thread it helps those of us affraid to get out there becasue we have no clients yet to prove we can help have some solid answers. Now I can also feel more confident in hirng sales people becasue often that is the 2nd barrier you get sales reps that dont know how to convey the proper message. Becasue so much of this stuff is still really cutting edge to Offliners in large part they really need to know how to secure the deal without being over techinal in their presentation while still delivering confidence we can do technical things.

No.. We aren't cheapest because we deliver the best quality service. I hope you understand what "Best Quality Service" actually mean.

Great thread, I actually read every post here. I am hoping to start doing something with offline... I have the ammo etc. I don't have the confidence which is why I decided to head to this forum and this was the first thread I opened.

I realize now that if I want more training, I don't need to purchase any more than what I already have. This was like getting a great lesson for free.

I will add though that somewhere in some of the offline courses I have read that if you go in with the attitude that you are choosing them and not the other way around, they will feel like you are doing them a favor and so the question of course will not be asked.

I realize you have to have confidence to go in with this attitude and the only way to build confidence is to get out there and do it. FEAR false evidence appearing real.... I need to get over it and start doing.

I believe it's the same with any new job though that you are nervous and scared and after a while it becomes second nature.

I am so glad I read this because it gives me at least a little more confidence in the whole offline area.

Thanks Steve because this is also a great thread to refer back to time and again when I need a little more "training". I actually think I'll reread and then practice in front of a mirror some of my favorite answers... I love the inertia idea

"Why should I do business with you?"

Here's your response....

"Because nobody's going to spend the time like I will learning about your business." "I will also over deliver for you."

Maria Gudelis talks about this in her offline business on one of her many recorded webinars. It's really easy to win a client. It's much harder to keep them paying that monthly fee.

Dennis

Leading with a good USP eliminates this every being asked. Giving some value upfront and leading with value automatically makes you the expert in their eyes. I use my book for my service. Copies cost me $2 and just handing the a book that explains how I do things, establishes me as an expert (in their eyes) and the question is never asked.

The ideal situation is never to be at the point of having to answer the question.

Hopefully because your selling process has addressed those unanswered objections. Michaels answer is definitely one of the best, but in practise it may well end up shutting down a client, rather than revealing what their issues is.

You could end up going down a road of - 'here is why you should do business me' and then digging for the objections, or bulldozing ahead.

This happening, once or twice - is understandable - but, if this question keeps coming up, you perhaps need to look at how you are trying to move the prospect towards those close.

In most cases, you are probably doing it too fast.

No answer will get past those looking to throw you though - and I suspect a whole lotta people don't see these type of characters coming.

What has worked for me in the past is to put my cheekiest face (depending on how we've bonded) and say "maybe you shouldn't...

This can go one of two ways.

Either they realise that the question is a silly one and ask you a better question...

OR

You lose the potential client.

To be honest, I used to have a elevator pitch for clients about being different and lead generation oriented...

Now I just show them top five results for keywords that get searched over 300K times a month.

Not to mention we're number one for our state + search marketing keywords...

I don't know what I meant.

I was just trying to show that any other option is no option at all if you want blank, blank and blank.

And that the Yellow Pages folks don't "do it all". And if they do, then, "Jack of all trades is a master of none" kind of thing.

I guess I could have picked other examples!

Hi Nathan!

Thanks for the clarification! I was just eager at the thought of new Yellow Pages strategy!

This is going in my mental swipe file....

There is a difference between selling someone and winning the argument.

There are so many ways to answer with a USP. I wrote a broad article about this a few years ago, relating it to developing niches. And recently read "Built to Sell: Turn Your Business into One You... which deals with the subject as well as "productizing" your service.

would you like me to go and work with your competitors and do all this for them then?

I think maybe you missed out advantage.

Feature, advantage, benefit.

Personally, I've found I can excise 90% of the features from the conversation and it actually goes better...

The first answer that comes off the top of my head is: "[Insert first name here], after talking with you today about [insert their problem or stated need] I don't see how you can afford to not work with us." Of course, you have to make sure that you have listened enough to them throughout the course of your prospecting that you know what their most urgent needs and desires are.

I was always taught to turn around the question. "why go with you guys?" could easily be turned around by you... "have you been considering other companies?" Then, they will (hopefully) reveal more to you and give you a clue as to WHY they are asking the question, so you can better answer it. By no means should this be used to avoid, but rather to have the other person reveal more so you CAN answer it. Learned that from Dani Johnson...been a big help to me with the kids, co-workers and clients.

I like this one. Again, although I think the query is completely avoidable - I think your answer is nice response. There is more that can be completed, but in the event you got asked - most times you would kick -ss with that answer!

William - I know what you are saying. Sometimes people say no, not because they don't want the service, because they don't trust you as an individual to actually do it.

That could be for rational reasons, or irrational reasons. However, seeing as they too the time to speak with you - whatever reason they don't want to proceed has probably occurred since you arrived.

I've often thought that USP is well defined enough. I used to manufacture custom USB sticks and cases. I didn't do it as a business, I did it to get noticed - but often people would become more enthralled with these wierd little memory sticks than the £500+ they paid to get the product. I would never have thought of a metal tin and a wierd branded USB stick as a USP - it wasn't the one I intended - but it worked.

What your audience responds to and what you want them to respond to can be two different things I guess...