Here's how you can navigate conflicts arising from product limitations or shortcomings as a sales engineer.

I have often challenged back customers on features they think they need but in all actuality they dont really need it. And if they do need specific feature set then proposing a joint solution design for the feature set, working with product team.

Here's a 4-route map to navigate this situation: First 2 Quick Checks: a. Do they currently have the feature? b. How crucial is the feature? Now, select the appropriate route: Route 1: No Feature, No Problem They don't have it, and it is not important. Route 2: Escaping the Stone Age They currently have it, but it is not important. This typically happens with outdated software keeping the customer in the Stone Age. Route 3: Bridging the Gap They don't have it, and it is important. Route 4: Deal-breaker Dilemma They have it, and it is important. This could be a reason to out-qualify the opportunity.

This is a pivotal aspect of the sales engineering role: Recognizing the limitations of our solutions. Sales counterparts may desire sugar-coating or suggestions for future product developments to address customer requests. - Be transparent; speak candidly. - Probe to grasp why the absent feature matters to the customer. - Offer a solution leveraging existing features of your product. - Restrict discussions to your product's publicly available roadmap.

Route 1: No Feature, No Problem Strategy: Admit the absence, offer a valid reason, and shift focus to the core benefits that cater to their needs. Route 2: Escaping the Stone Age Strategy: Admit that you don't have the functionality. Explain why the feature has become obsolete, share case studies , and initiate a conversation towards embracing modern solutions that suit their purposes better. Route 3: Bridging the Gap Strategy: Provide a solution, like a workaround, a partner product, or manual interface to enable their desired functionality. Keep it brief and carry on. Route 4: Deal-breaker Strategy: Clarify on their use case, park the issue, and discuss post-demo. Be empathetic and assure them that their needs matter.

Be creative while avoiding reliance on third-party products or non-product-related alternatives. Inquiring about the significance of a feature absent in your product could uncover better business opportunities for all involved.

This is a bit out of order, and should really be step 2. First, you always want to acknowledge any limitations, as trying to fluff your way around them can quickly break down any trust you've built with the prospect. Before offering solutions/alternatives, though, it's important to dig into the customer's need behind the feature. If you can understand the underlying need behind the ask, you're in a much better position to propose solutions or workarounds.

Identifying missing features within your product can offer valuable insights into product-market fit and, at times, the effectiveness of your product's marketing. Ensure to relay the feedback gathered during customer interactions to both engineering and marketing teams.