Can Your Booth Staff Members Handle Tough Questions?

Posted by Bill Barrett in Planning, Tips, Trends

Typically, exhibit staffers are well equipped to interact with attendees and provide information immediately. But what happens when an unexpected question throws them for a loop? Matt Hill, President of The Hill Group, has a few tips on how to train your booth staff members to handle any situation.

1. Prepare. Create a list of any odd questions your staffers received from attendees at the end of each day. Next, examine your company and industry for anything going on that might prompt new questions, such as a new product, plummeting stock prices, or an upcoming merger. Encourage staffers to discuss these topics and develop potential answers, seeking help from other people within your organization if necessary.
2. Master the handoff. At the show, make sure your staffers are aware of any executives or trained media professionals they can redirect questions to. If your company is involved in a particularly tricky situation, consider sending someone who is responsible for addressing attendees’ concerns regarding that issue.
3. Call their bluff. In some situations, it’s appropriate to respond to questions with questions. If an attendee is persistently rude, staff should ask why or try to find out if there’s another underlying issue. Responding with a question can give staffers a little more time to formulate answers or seek aid.
4. Apologize. A simple “I’m sorry” can often be the answer attendees are looking for with their questions or complaints. Admitting an error and then giving a genuine explanation will help prevent attendees from leaving your company’s booth with a bad taste in his or her mouth.
5. Don’t call out the competition. Remember that you’re at the show to generate awareness and interest for your products, not those of your competitors. Never mention competitors by name, and never talk badly about them.

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