Dear Mark: What is this prospect actually telling me?
Category: Blog
November 17, 2022 | Mark Altman
Most people remember “Dear Abby”. If you don’t, “Dear Abby” is a column in a newspaper or magazine where people have written in requesting advice or help when caught in a difficult or troubling situation. At MindsetGo, we are excited to introduce you to, “Dear Mark”!
The problems “Dear Mark” solves are related to:
- Communication issues in the workplace
- Trouble advocating for yourself or your team
- Leading teams
- Assertiveness when managing up, down, or sideways
- Sales prospects not committing, going cold, or close to closing
- Customer Service challenges
If you have a topic not listed, it doesn’t hurt to ask!
How do you get your questions answered?
Submit the following information to info@mindsetgo.com:
- First and last name
- Company
- Phone
- Issue you are experiencing related to the topics above
- How you would like Mark to help
We will not use your name or information in any public posting or contact your company of employment.
Context: You get an email from a prospect who is close to finalizing a business transaction with you. The first thing that goes through your mind is, “YES! A response!” – but hang on for a second. There are so many hidden messages in emails and below you will see how to interpret those messages and, in turn, how to proceed with your prospect as a result.
Prospect Email Example:
Hello,
I have looked over the proposal – and shared it with my partners. We will be soliciting other proposals – in order to do our proper due diligence when it comes to fees and services. I am still waiting for final and official word from the other company as to what their plans might be. I sense there may be some hesitation on their part. I will absolutely circle back to you once I have some information I can act on – and will share what I learn from the process. In my mind, your proposal makes the most sense for us to work with given your intimate knowledge of the building and knowledge of our market. The relationship extends beyond a simple client and customer arrangement. My partners do not necessarily share my opinion – preferring to explore working with a larger firm. So, I will do both to make sure they are armed with the best information to make the final decision.
The Problem: Wow! What an emotional rollercoaster of an email. The problem is, where do you stand with a deal like this? Will the deal close? Will it be lost? Let’s dissect the email and determine what is going on. Put yourself in the shoes of the person receiving this email.
- “I have looked it over – and shared it with my partners.”
- Reflective Questions
- Did you know there were others involved?
- Was there a missed step in the sales process where the question, “Who else will be involved in the decisions?” was not asked?
- Positives
- They felt comfortable enough to put their name behind your proposal.
- Reflective Questions
- “We will be soliciting other proposals – in order to do our proper due diligence when it comes to fees and services.”
- Reflective Questions
- Is this the first time they are telling you they will be exploring other options?
- Is this their normal due diligence and part of their process?
- Why do they feel the need to look at competitors? Did you establish a clear value proposition?
- When they said services – what else are they looking for? Are they comparing apples to apples?
- Are they planting a seed to eventually negotiate with you on price against other competition?
- Positives
- They felt comfortable telling you there are other proposals they are reviewing.
- Reflective Questions
- “I am still waiting for final and official word from another company as to what their plans might be. I sense there may be some hesitation on their part. I will absolutely circle back to you once I have some information I can act on – and will share what I learn from the process.”Potential Theories
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- It appears that you have a bigger issue that may get in the way of this deal as another company needs to sign off.
- Reflective Questions
- Were you aware of the potential obstacle with the other company?
- Are you clear on a timeline for when this will get resolved?
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- “In my mind, your proposal makes the most sense for us to work with given your intimate knowledge of the building and knowledge of our market. The relationship extends beyond a simple client and customer arrangement. My partners do not necessarily share my opinion – preferring to explore working with a larger firm.”
- Reflective Questions
- Are they advocates for you and assertive enough to represent you with the other partners?
- If so, what could you provide them with as far as a talk track or email template to prepare them for the conversation with their partners?
- Positives
- This person may be a potential advocate for you.
- They are telling you how they value your previous work.
- “So, I will do both to make sure they are armed with the best information to make the final decision.”
- Reflective Questions
- What are the partners’ fears about using your company?
- Does your contact person/advocate know how to speak to those fears?
- Are you able to get a meeting with all the partners so you can make your case and not have to depend on someone else?
- Reflective Questions
- Reflective Questions
Multiple Challenges/Determine a Realistic Outcome
After dissecting the email, most people wouldn’t know how to feel. The person who sent you the email finds value in you, but do you trust that they can convey the information as well as you can? It doesn’t feel good to play the “I should’ve” game or the waiting game. What next steps should you take?
The Next Step
Mode of Communication: Phone Call
Lead with appreciation and acknowledge their willingness to share. Don’t be scripted; stay focused on the higher-arching communication concepts below.
Talk Track: Thank you for your thoughtful reply and for being an advocate for our previous work and longstanding relationship with your company.
Concepts: Gratitude and reinforcement for the future behaviors you seek from the client.
Make the Ask
Use the reflective questions from above and be assertive to get the information you need to guide, influence, and motivate the prospect to act, such as:
- If so, what could you provide them with as far as resources, a talk track and/or an email template to prepare them for the conversation with their partners?
- What are the partners’ fears about using your company?
- Would there be an opportunity to talk to your partners, so you don’t have the burden of remembering all the details about the challenges we discussed?
Content derived from MindsetGo Training Programs:
This is a sample sales emotional agility training activity we use in our MindsetGo programs. It helps salespeople improve their core competencies around written communication, self-awareness, assertiveness, and influence.
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