| "What do we hate most about | | | | not interested in any of the maintenance |
| salespeople?".....they simply, never stop | | | | packages. Later after the woman had left the |
| talking. How many salespeople have come into | | | | dealership she ended up calling the service |
| your office, sat down and proceeded to tell | | | | manager to ask if they vehicle had Roadside |
| you every benefit about what they are | | | | Assistance, he replied "no, that is an extra |
| selling, without ever knowing what you need. | | | | option you can buy at the time you purchase |
| Typically, they don't ask the questions, but | | | | the vehicle." Her response back was, "I was |
| rather tell you what they want you to know. | | | | never asked and my husband is no longer able |
| So, the result is, a frustrated prospect who | | | | to change a tire in the event we should have |
| feels as if their needs have not been met. | | | | a problem, is there any way we could add |
| Difficult as it may seem, this very common | | | | this?" The service manager was happy to |
| problem can be addressed rather simply by | | | | handle this request, however the sales rep |
| just asking questions and listening | | | | didn't finish his questions, therefore |
| effectively. By doing these two simple | | | | missing out on a potential sale for himself. |
| tasks, the prospect will tell you what they | | | | Essentially, he left money on the |
| are looking for and more than likely, the | | | | table.Finally, after you've asked the correct |
| sales rep will close the sale.First, a good | | | | questions it is important to restate what you |
| questioning system is essential because you | | | | have learned and clarify that you have it |
| want to keep the client talking. If | | | | right. You can do this by restating two or |
| questions are asked properly, you should | | | | three of the most vital things you learned |
| never have to close a client. Your objective | | | | from your conversation with the prospect. |
| on an initial call should be to find out what | | | | After you've gained agreement, go ahead and |
| they are currently doing, what they like | | | | come up with a solution by using the phrase, |
| about what they are doing, and what would | | | | "What if we... were to put together a scope |
| they improve. Some ways to encourage the | | | | document outlining what we've discussed today |
| prospect to continue talking would be to use | | | | and schedule a time to get back together to |
| phrases such as what else, name another, how, | | | | confirm what might be some possible |
| why, be more specific, could you elaborate, | | | | solutions." By using the statement "What if |
| and what do you mean. These phrases will | | | | we...." You aren't assuming anything and you |
| allow you to get more specific information | | | | are including the prospect in the decision |
| rather than vague responses.The goal should | | | | making process. In addition, this allows for |
| be for each question to generate 3 pieces of | | | | a smooth transition in the sales process, |
| information that allow you to move to the | | | | they are basically selling themselves.The art |
| next step. Prior to that first face to face | | | | of asking good questions is essential to |
| meeting, you want to find out some of the | | | | increasing sales and achieving total customer |
| challenges so that your initial meeting | | | | satisfaction. They are definitely going to |
| allows you to confirm their biggest | | | | return to a salesperson that is able to |
| challenges and what some potential solutions | | | | effectively identify their needs and offer |
| might be. This will allow you, the | | | | solutions that solve their problem. Asking |
| salesperson to move the process | | | | the right questions is not only good sales |
| forward.During the sales process, many | | | | but outstanding customer service as well. |
| salespeople fall into the trap of not asking | | | | Good questioning should be used in every |
| enough questions, posing a solution and | | | | level of an organization, on an everyday |
| basically, leaving money on the table. An | | | | basis.Tim Hagen owns Sales Progress LLC a |
| example of this might be, a car salesman who | | | | sales consulting and development firm which |
| is selling cars has just sold a brand new | | | | is located in Mequon, Wisconsin. He has |
| 2005 Buick LaCrosse to a woman in her mid | | | | worked with clients such as the Milwaukee |
| sixties. She requested no extra options on | | | | Brewers and Bombardier Evinrude, and has |
| the car, so the salesperson assumed she was | | | | increased sales between 15-35%. |