Sales & Service Tip of the Week

The art of questioning is a sales fundamental that is often lacking in sales and service professionals, as we discussed last week.  The “art” or “science” of questioning relates to how well you can create customer interaction without being too pushy or forward with the customer.  Do you ask questions like a servant or like an attorney?  Some people have the ability and tact to question in a normal conversation that’s non-threatening, while others “cross-examine” and put the customer on the defensive immediately.

 

Probing is like a funnel where you start out “wide” and “funnel” or narrow down.  Start out wide by using open-ended questions which begin with “who, what, when, where, how and why”.  These questions are not easily answered yes or no and surface opinions, needs, feelings and emotions.  “Who are your customer issues for today?” or “What purchases are you considering this year?” or “When will you be ready to buy?” or “Where will your sales come from?” or “How does your business look this year?” or “Why are you having problems?”  These types of questions get the customer talking which help you to understand their needs, wants and desires.  Only then can you formulate your suggestions, ideas and recommendations in the best interests of your customers.