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Your product demo fails during a critical sales presentation. How will you salvage the deal?

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When you're in the midst of a critical sales presentation, the last thing you want is for your product demo to fail. However, even the most seasoned sales engineers can face this unexpected hurdle. The key to salvaging the deal lies in your ability to quickly adapt, maintain professionalism, and leverage your expertise to turn the situation around. Here's how you can navigate this challenging scenario and keep your prospects engaged, possibly even turning a technical glitch into an opportunity to showcase the robustness of your support and problem-solving skills.

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Juan Mieza

Senior Sales Engineering Manager at Maxar Technologies

1 Stay Calm

If your product demo crashes during a presentation, the first step is to stay calm. Your reaction sets the tone for the rest of the interaction. Take a deep breath and reassure your audience that technical difficulties are a common occurrence and can happen to any technology, no matter how advanced. Use this moment to highlight the reliability of your customer support, explaining that should they ever encounter an issue, your team is capable of resolving it swiftly.

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Rajiv Misra

Advisor @ RM Systems llc | Business Reviews, Corporate Strategy Ex Accenture, EY, Pwc
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If you are doing a product demo and the system crashes, don't panic its best to have some slides of the system as a backup. For example, if you are doing a demo of an accounting posting in Oracle or Workday and the system crashes, you can talk to the client and show the steps to do an accounting transaction via slides.

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Paolo Chiarlone

Sr. IP Account Executive with a long experience in multiple high tech industries. Background in Software Development, Real-Time, Embedded Systems, Processors, Avionics, IoT, EDA and CAD.
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Do not panic! Do not rush to fix the issue or look hopelessly looking for the problem. If it cannot get fixed easily and quick, just explain this is a demo and does not represent the final product quality.

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2 Acknowledge Issue

Once you've maintained your composure, acknowledge the issue at hand without dwelling on it. By quickly identifying the problem, you demonstrate your expertise and transparency. Explain the situation in simple terms, avoiding technical jargon that might confuse your audience. This approach shows that you are in control and that you understand the product well enough to recognize what went wrong, which can actually build trust with your prospective clients.

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Juan Mieza

Senior Sales Engineering Manager at Maxar Technologies
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A failure during a demo is something common and nothing that should ruin your day. In fact, it can help you build rapport with the prospect if you manage it naturally. Explain the potential reasons of the failure, apologize, restart the product and move ahead. The customer in general will see that they are dealing with a real person and will empathize with you.

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Paolo Chiarlone

Sr. IP Account Executive with a long experience in multiple high tech industries. Background in Software Development, Real-Time, Embedded Systems, Processors, Avionics, IoT, EDA and CAD.
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If you can find the reason of the failure, explain it to the audience in a technical way, showing that this is not a product failure but rather limited to the demo itself.

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3 Pivot Strategy

Pivoting is crucial when a demo fails. You need to have a backup plan ready. This could involve discussing case studies, sharing success stories, or walking through the product's features using slides or a whiteboard. This strategy shows that you are well-prepared and resourceful. It also provides an opportunity to engage with your audience in a different way, which can help maintain their interest and confidence in your product.

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Paolo Chiarlone

Sr. IP Account Executive with a long experience in multiple high tech industries. Background in Software Development, Real-Time, Embedded Systems, Processors, Avionics, IoT, EDA and CAD.
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Do not get stuck! Do not try to resolve the problem and spend long time doing that while the audience is bored waiting. Rather move on to the slides or the technical explanation of what the demo is about and the technical content and value associated.

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4 Leverage Expertise

Your expertise is your strongest asset in such situations. Use this opportunity to answer any questions the audience might have about the product or its application in real-world scenarios. Discussing the product's benefits and features in detail can often be just as effective as a live demo. This not only demonstrates your deep knowledge of the product but can also help you tailor the conversation to address specific client needs or concerns.

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Paolo Chiarlone

Sr. IP Account Executive with a long experience in multiple high tech industries. Background in Software Development, Real-Time, Embedded Systems, Processors, Avionics, IoT, EDA and CAD.
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Be open to discuss with the audience and engage in answering their questions, or even openly discuss their suggestions for a solution. This way you maintain a good interest and are able to keep explaining the technical value of the demo.

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5 Offer Follow-Up

Offering to follow up with a one-on-one demonstration or a more detailed discussion can turn a failed demo into a personalized experience for your potential clients. This shows that you are committed to providing them with the best possible service and ensures that they receive a full understanding of the product. It also opens the door for further engagement and relationship building, which is essential for sales success.

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Paolo Chiarlone

Sr. IP Account Executive with a long experience in multiple high tech industries. Background in Software Development, Real-Time, Embedded Systems, Processors, Avionics, IoT, EDA and CAD.
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Be creative in alternative solutions, like: - offer to provide technical slides post-presentation to show the original intent of the demo - offer to record a video of the fixed demo and distribute it to the audience - if possible, offer a follow-up presentation

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6 Highlight Benefits

Finally, focus on the benefits of your product. Even without a working demo, you can discuss how your product solves specific problems, improves efficiency, or provides a return on investment. Use storytelling to paint a picture of success and satisfaction for similar clients. This keeps the conversation positive and forward-looking, emphasizing the value of your product and your company's commitment to quality and customer satisfaction.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your product demo fails during a critical sales presentation. How will you salvage the deal?

1

2

3

4

5

6

7

1 Stay Calm

2 Acknowledge Issue

3 Pivot Strategy

4 Leverage Expertise

5 Offer Follow-Up

6 Highlight Benefits

7 Here’s what else to consider

Sales Engineering

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Your product demo fails during a critical sales presentation. How will you salvage the deal?

1

2

3

4

5

6

7

1 Stay Calm

2 Acknowledge Issue

3 Pivot Strategy

4 Leverage Expertise

5 Offer Follow-Up

6 Highlight Benefits

7 Here’s what else to consider

Sales Engineering

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