The skill of asking questions and deeply listening to the answers is a lifelong practice.
BE in it, don’t rush it, and look to learn.
BE willing to not know everything all the time.
Asking Confirming Questions takes the unknown away.
When a salesperson shows a customer an item that has a price tag on it, and the salesperson says “This is $#”…and the customer nods, it means what? It means that the customer heard the salesperson and that they can read. It doesn’t mean that the price is good for them – that would be an errant assumption. The Confirming Question that accompanies this scenario is “Is that what you were expecting?” of “Does that work for you?” and BE SILENT and STILL and wait for a response.
This one skill, developed from discomfort to mastery, is life changing. Try it. And if you get stuck, keep trying it and call me.
When I roleplay/practice with salespeople and play the part of the salesperson as a way of demonstrating the behavior I want them to follow, I am very conscious of my intention and behavior in the interaction: I am focused on what they are saying, use voice and body match, listen deeply and reframe their words and recreate their emotion, and ask more questions in response to what they say. These are all teachable actions and they all require repeated practice.
The last one – ask more questions in response to what they say – is a critical skill to adopt and repeat. When I observe salespeople in role play or on the floor, I see that they TELL the customer something in response to what they say instead of telling and asking another question.
Customer: “Is this solid wood?”
Salesperson: “Yes it is.” ADD” Can you tell me what’s important to you about solid wood?”
I also find this step is lacking when discussing money. Example:
Customer: “Is $1500 the price for this sofa?”
Salesperson: “Yes.” ADD: “Will that price work for you?”
For sales professionals, everywhere And you don’t have to win them all. You want to win them all, will do your best to win them all, and sometimes obstacles will arise that will prevent that from happening. There is … Continue reading →