One-Minute Communications Tips Archive
June 2010

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Handling Contentious Questions

You're in a group meeting or sales call and you've just made a point when someone in the room challenges you by asking a contentious question.

Whatever the motivations of the person, you have to answer the question. How should you respond?

Don't take it personally, don't get defensive, and above all, don't rush to answer.

Sales professionals know that the first objection is rarely the real objection. Similarly, the contentious question often masks the questioner's real point by enveloping it with emotionally charged words.

Your task is to strip away the emotion and listen for the core issue. Find it, and then rephrase the question so it focuses only on this issue.

For example, you can rephrase "Your plan is too complex. You don't really expect people to go through all these steps, do you?" as "Why are these steps necessary?"

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