06/07/2016 - 13:14

Customer questions open sales door

06/07/2016 - 13:14


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Prospective clients signal their intent to buy from you by asking questions about your product and service, but many salespeople miss the cues. 

Customer questions open sales door
MISSED OPPORTUNITY: If you don’t hear your client, you’ll miss the sale. Photo: Stockphoto

Prospective clients signal their intent to buy from you by asking questions about your product and service, but many salespeople miss the cues. 

Here is a sales action for you to take – become question aware. Here is another sales action for you to take – listen with the intent to understand.

Every time you are asked a question, ask yourself this question before you answer it … is the prospect telling me that he or she is ready to buy?

That requires thinking way beyond your sales pitch. It’s the nuance part of the presentation. It’s where the sale is.

Below is the last part of the list of 21.5 signs and signals that the customer may be ready to buy.

14. Specific questions about ownership of your product or service.

‘Would you provide supplies each month automatically?’ ‘Would you come by each month and pick up my accounting?’

Those are the nitty-gritty questions of the buying process. You are being asked secondary (ownership) questions that say you are going too far. You should have asked for the sale a long time ago.

15. Questions to confirm unstated decision or seeking support.

‘Is this the best way for me to go?’

‘What do you recommend?’

Could they be leaning any further forward without falling over? Your customer is looking at you for your expertise and advice. When they ask, ‘What would you do?’ and you don’t put ink on paper at that time, get out of there, you don’t belong there.

16. Wanting to see a sample or demo again.

‘Could I see those fabric samples again?’

‘Tell me about the warranty again?’

When prospects ask to see or hear anything again, that is when you write the order.

17. Asking for a test or a sample.

‘Can I try this for a few days?’

‘Can you send me a sample?’

The prospect is saying, ‘If this works I will buy’.

18. Making buying noises.

What’s a buying noise? A buying noise is the prospect saying, ‘You know, that’s in line with what we have been doing,’ or ‘That is something that I have always wanted to try’.

19. Asking about other satisfied customers.

‘Who else is using your product right now?’

‘Who are some of your current customers?’

Here’s a clue – they don’t believe you, so they are asking questions about someone else so that they can have enough reassurance to buy. Customers don’t always believe the salesperson, because at some point in their life, a salesperson has lied to them.

20. Asking for a reference.

If they say, ‘Can I contact someone you did temp work for?’ that is a specific question that says ‘If you can provide this for me, I am buying’.

Or if they say, ‘Do you have a list of satisfied customers?’ and you reply, ‘Well no, but I do have this list of loyal customers. Would you like to see it?’ that’s how you make the sale.

21. Asking chicken questions.

The buyer is always looking to lower the risk of ownership, but they start out with something like this, ‘Suppose I buy it and it doesn’t work, or it doesn’t fit, or it’s not the right size?’ What the customer is saying right now is ‘Don’t sell me anymore, rather, reassure me’.

So, there are the 21 signs; but there is one more, then the .5 of course.

Major signal

The biggest buying signal of them all is the one most often never asked because you have employed the rule of dumb.

Giving away critical pricing information before it’s asked for, therefore precluding the biggest buying signal in sales – how much is it? This question is the single most powerful buying signal on the planet. If you tell your price at the beginning, or send your price list in your info-pack, you are taking away a huge tactical advantage in making the sale.

The other ‘ask’ that I did not put in this list but should be mentioned is when the buyer asks you, ‘What is the next step?’ This is so blatant of a buying sign it’s not really right to consider it a signal. It’s more of a hit in the face with a shovel.

The 21.5 is your ability to convert any signal, sign or question into a sale. Every one of these buying signals or questions can be turned into a closing question that will lead to a faster sale, if you are paying attention, if you are listening with the intent to understand. With every pointed question, the prospect is saying, ‘I want to buy’. My question to you is, ‘How are you responding?’

Jeffrey Gitomer is an American author, professional speaker and business trainer, who writes and lectures internationally on sales, customer loyalty and personal development. © 2016 All rights reserved. Don’t reproduce this document without written permission from Jeffrey H. Gitomer and Buy Gitomer.


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