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“Data is not information, information is not knowledge, knowledge is not understanding, understanding is not wisdom.” ~~Clifford Stoll

One element that cannot be overstated is to understand the difference between features and benefits.  Features are simply facts.  They neither engage nor inspire and do not impel action or deliver an emotional connection.  Features are a list of what that never considers why or, as the title notes, “What is in it for me?”  Your prospect wonders, “Why should I care?”

That is a good question and one you should be able to answer.

Here’s an example of features you might see in the newspaper or on a showroom floor.

“V-6 engine, dual exhaust, front-wheel drive, sunroof…heated seats, heated glass.”

As you can see, this is a list of features you may or may not entirely understand or appreciate.  Now consider these same features from a BENEFITS perspective.

  • The V-6 engine helps you pull out into traffic quickly.
  • Dual exhaust improves fuel efficiency with more power when starting out
  • Dual exhaust also adds a “throaty” sound to the engine.
  • Front-wheel drive gives you more legroom.
  • The sunroof gives you the open road feel of a convertible while still having the added structural security of a hard-body sedan.
  • The sunroof is quieter than a convertible.
  • Heated seats make chilly mornings easier to take.
  • They also add comfort on long trips.
  • Heated glass lets you clear windows in winter without manually scraping them clean.

These benefits put the other person “in the driver’s seat.”  Some of them appealed to you specifically while others did not.  The better you know the product and the better you can assess your prospect’s needs the more connection you will make.

Ideally you want to lead with just a few that matter.  My list was long and is too much for everyone.  Three is a good number.

If it is winter or the person lives in wintry region, lead with the areas about that, such as heated seats and heated glass.  If it is summer then lead with the sunroof, instead.

Some people want fuel efficiency.  You can line the features up with that.

Some want power or to impress their friends.  You can align the features of the very same car for that.

You need to know what you have and, most importantly, what they want.

Also, we are not dealing with other experts.  That is important.  When addressing other colleagues and industry professionals they can live in the world of features and be right at home.  You tell a computer technician that this PC has a 2 Gigahertz processor with 4 Gigabits of RAM and they know what that means.  Everyday people try to translate that to speed and size and the effective computer salesperson knows how to do that.

My rule of thumb is to simplify things so that a twelve-year-old can understand it—at least enough to realize that they like it or not.

Go ahead and highlight the benefits you provide.  Consider some of your favorite customers and remember what problems you solved for them.  A simple (and highly effective) shortcut is to ask them.  You have been meaning to call and say hello anyway.  Here’s a good excuse.

Find out the main reason they chose to spend money with you.  They sought a benefit, not a feature.

After that list all the features of your product or service and identify as many benefits as possible for each one.  You will find yourself speaking in your customer’s language before you know it.

© 2013 by Stephen Hand of Triangle BNI.
All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Stephen Hand of Triangle BNI.


Written by bniguy

February 10, 2013 at 5:12 am

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