Questions Can Stop Customers
Questions put you control.
In every conversation, someone is in control. When selling that should be the salesperson.
When control is relinquished to the customer you get questions like these:
Questions can be used to open a conversation, discover customer needs and even close the sale.
The rule when asking questions is; “NEVER ask a question that MIGHT get you an answer you DON’T want to hear”. Ask SAFE questions.
PDR – Practice, drill and rehearse. Get your questions down pat. Practice out loud to yourself, drill them into your head and rehearse them with co-workers.
Good Questions from Retail Selling Made Easy:
When customers come into a store they have a purpose, and that is to “discover” more about your store and what you have to offer. Ask questions that lead to giving that information. Ask, “Is this your first time in the store?” or “When were you in last?” Those questions set you up to tell the customer about your store and merchandise.
Questions like, “May I help you?” or “What can I show you?” are quite likely to get you answers you DON’T want to hear.
Asking, “How are you today?” is lame and insincere. Customers do not come into your store to tell you how they are doing today. This insincere question is likely to get an insincere reply like, “Fine”; it doesn’t take you anywhere.
Do YOU have any questions?
August 23rd, 2007 at 5:38 pm
I’m with you on the lame, “How are you doing” question. I think, “Do you really care?” I doubt it!
August 24th, 2007 at 9:33 am
What do you do when the customer starts asking questions first?
August 24th, 2007 at 12:49 pm
You regain control the same way you grasp it; with the right question. Answer the customers question and then ask yours to get back on track.
Example:
Customer; “How are you today?”
You; “Fine, is this your first time in the store?”
You are obligated to answer a question, but not to repeat it.