We have our assigned tasks. We want to tell others what we know. We make suggestions as to what they should do. We want their signature on the dotted line. And we just want to move the line or get people off the phone.

Unfortunately, people don’t always follow our lead. They have opinions. They are suspicious of the deal. They are in a hurry. They don’t want to appear to make quick decisions.

But you can help them make those decisions. Asking the right questions can help them arrive at the right answers. Whether you are in travel, healthcare, education, financial services, flooring, or any number of industries, great questions help your customer get to the great answer of doing business with you!

 

Here’s how it usually works….

Bob: I need to make a deposit.

Sarah: Ok. Anything ease I can do for you? We have great checking accounts, VISA cards and loans. Not so great investment rates, but we are insured.

Bob: Do you have boat loans?

Sarah: We do. Would you like to talk to a loan officer?

Bob: Not right now. I’ve gotta go.

Sarah: Well, when you’re ready, call us. Thanks!

 

Here’s how it should work….

Bob:    I need to make a deposit.

Sarah: I’m happy to do that for you, Bob. How have you been?

Bob:    Pretty good. It’s been a good summer.

Sarah: What was the best part of the summer for you?

Bob:    My brother-in-law let me borrow his boat for week. I loved it!

Sarah: Would you like to have your own boat?

Bob:    I dream about having my own boat.

Sarah: What kind do you want?

What color do you want?

Where would you go?

Who would go with you?

Get Bob talking about the boat of his dreams. He’s imagining how it will look, how it will feel, how it will smell. He’s thinking about who will enjoy this boat with him. He can see himself at the wheel. During all this, you are asking WWWWWH questions and then letting Bob talk. What happens next?

Sarah:  When would you like to have that boat, Bob? What if it were next weekend?

Bob:    I would LOVE that!

Sarah:  Let me see if a loan officer is available to talk to you.

 

You don’t have to be a salesman. You simply have to be present – physically, emotionally and mentally. Focus on the customer in front of you – or on the phone with you. When your product or service can meet that identified need, offer it. Just not a moment too soon.

 

 

(c)2013 Becky McCrary, CSP  Often called the Carol Burnett of Convention, the Energizer in High-Heeled Shoes, a Red-Head Amy Poehler and Southern Sass, Becky is an internationally recognized expert in how we treat each other. From Sales & Service, Leadership, Diversity, Inspiration and more, her wit & wisdom has inspired association and corporate audiences to be physically, emotionally and mentally present.