The Unexpected Question

You have prepped for the Convention. You are showcasing your Product or Service and you are in flow. Then someone raises their hand and contradicts the very thing you just so proudly declared. They claim they are the end-user and their experience was ??? as you presented it.  

???? ?? ??? ???

This is what happened to a very senior level executive with a European based organisation some time ago, during an overseas Industry convention he was presenting at. He shared this uncomfortable encounter during a recent Think On Your Feet® workshop I was conducting for his organisation. In this case, the presenter had no other information that could explain the how and why of this customer’s “complaint”

Here’s what our discussion determined to be the best way to put your best foot forward, as you are thinking on them. Blending Think on Your Feet® Bridging Techniques and our own experiences we would recommend,

?️ ???? ?: ?????-???? ? ???? ??????: You need that little bit of time, more importantly you need to feed your brain oxygen in this fight or flight mode. And all you need is six seconds.

?️ ???? ?: ??????????? ????? ?????????/???????? ?????? ??? ?????: Obviously something has gone wrong and for them it is a “pain point”. Acknowledging this can go a long way in showing the person you respect where they are coming from. This demonstrates a willingness to dialogue (which is better than getting defensive). And will win you points with those observing too. For example: “Thank you for bringing this to my attention. I had no idea…” or “I can sense you feel very strongly about …”

?️ ???? ?: ????????? ??? ???: Not for defects, failures nor admit liability – just yet. You do not have all the facts. You can however apologise for the experience. And ask if they would be willing to meet you after the talk or during the break, so you can find out more – and bring the data back to the organisation. For example: “I am sorry to hear you had to encounter this. Would you be willing to share more with me after this session/during the tea break?”

????? ??? ?? ?????? ????? ????? ?? ??? ???? ?????? ??? ???? ?? ????. For example before a convention I would always want to get some
? basic information about my audience – like which organisations are going to be in the room – especially if I am citing case studies 
? thoroughly research and know intimately every case study presented and perhaps even 
? do a pre-session survey of the audience’s needs and expectations

These are just some of the steps we can do to safeguard ourselves against those unexpected questions. And hopefully some of these tips will be helpful when you need to address the unexpected. Contact us to find out more.
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