For those well-versed in software sales or demos, “Stump the Chump” is a familiar term. It describes a situation where buyers persistently question product features, use-cases, or unexplored areas of a demo, aiming to “stump” the sales engineer, solutions consultant, or account executive. It’s one of the most challenging situations that can arise during a live demo.
This behavior can be both intentional and unintentional, driven by buyers’ natural curiosity and desire to mitigate risks by thoroughly understanding all potential blind spots during a software evaluation. Some scenarios come with more ego than others, but nonetheless the challenge remains.
If you’ve been in presales or sales long enough, you have experienced your fair share of “Stump the Chump” challenges. Managing them requires high emotional intelligence and awareness from both sales engineers (SE) and account executives (AE).
After starting my software career in presales over 19 years ago,here are five strategies that have helped my team navigate these delicate situations and guide the demo to a successful conclusion:
1. Embrace the Power of “No”
Don’t shy away from admitting limitations. Every honest “no” enhances the credibility of your “yes” responses. Buyers appreciate transparency and understand that no software is perfect. This honesty builds trust and lays a solid foundation for a positive relationship.
2. Propose One-on-One Sessions
When a buyer is intent on challenging the SE, suggest a one-on-one session. This approach can disarm the situation, build rapport, and address questions in a less confrontational environment. It works well whether the buyer’s intent is genuine curiosity or to display their expertise to colleagues.
3. Maintain Composure
Always stay calm, genuine, and lighthearted. Showing frustration can damage relationships, not just with the individual asking questions but with the entire group. A composed demeanor demonstrates professionalism and resilience.
4. Know When To Go Deep
Recognize when to dive deeper into demo questioning and when to suggest taking the discussion offline. This tactic allows the SE to prepare for unexpected demo paths and schedule follow-up sessions to address specific requirements more thoroughly.
5. Account Executives: Be Ready to Intervene
AEs should be prepared to step in and support their presales team when necessary. Leveraging their relationships can help defuse tense situations, ensuring that not every question needs to be answered immediately. This approach can keep the demo on track and focused. SE’s may need rescue, as well (yes, I know an uncommon role reversal!)
“Stump the Chump” moments can be tough, but they’re also an opportunity to build trust, foster authenticity, and strengthen connections with potential buyers. By using these strategies, sales engineers and account executives can more effectively navigate these tricky situations, making the demo experience better and boosting the chances of a successful outcome. Go get that technical win and subsequent “closed won”!
