Even during a good sales to delivery team hand-off, there will inevitably be moments in which you don’t know the answer to something the client already discussed with the sales team. After all, no transition is 100%, and some amount of information will be lost in the process.
Here are some sample sentences you can use in those situations.
1. “I’m sure this is something the sales team discussed in brief, but can you elaborate a little more on {topic}”. Another variation is, “When you and the sales team discussed covered {topic}, I didn’t fully understand {subtopic}.”
This works because you’re acknowledging a small gap in your knowledge that may or may not have been previously covered. At the same time, you’re indicating the sales team didn’t get sufficient details for your needs. Whether there actually are more details or not is irrelevant.
It’s like when you don’t remember someone’s name, so you ask, “What’s your name again?” When they provide their first name, you reply, “No, I meant your last name.”
2. “I don’t recall what you discussed with the sales team about {topic}. Do you mind refreshing my memory?”. This wording shows your client that you’re human, and we can forget things along the way.
3. “I’m really sorry for having you repeat {topic}, but I must have missed it when reviewing the documentation”. You can only absorb so much material.
4. “I’ll need to check back with the sales team to confirm this. Please brief me on your understanding, and I’ll cross-check with sales to confirm we are all aligned.” This shows you’re doing your due diligence in making sure everyone has the same understanding.
The takeaway
There are many ways to dodge bullets while maintaining strong relations with your client. Sometimes simply asking for clarity works really well. Other times, calling out the “elephant in the room” and acknowledging your limits is the best way forward. Either way, don’t be too hard on yourself – we’re just human.
What’s your favorite wording in this situation?