Sales Tactics - Asking The Right Questions

Sales Tactics and Techniques

Asking the right questions

You need to understand that you can’t rush in and bombard a prospect with all of the information and then expect them to understand and say yes.  The ultimate goal is for the salesperson to understand what the customer need so they can provide what the customer actually needs.  This builds trust between the salesperson and customer.  Asking questions also shows you care and that you are listening to them.  Slow down, you have to listen and you have to let them know you are paying attention.  If you just let them talk they will tell you who they do business with, who they are connected with and even sometimes what products they do and don’t like.  In many instances when I speak with customers, I make a point to figure out what they do and don’t like about experiences with other vendors.  I make a point to ensure that the negative experiences they had with previous vendors will not be repeated when doing business with me.  Making a strong effort to build a good professional relationship begins here.  

Someone will call me and ask for an 8 GPM pressure washer.  I will tell them about a gear drive 8 GPM we have in stock.  They will rebuttal and say they will only accept a belt drive.  I then ask them why?  Because I need the machine to pull water from a tank.  Then I explain that a gear drive and a direct drive are not the same thing.  The customer assumed a gear drive was a direct drive and assumed they didn’t want the product.  When I learned they didn’t understand the product it allowed me to educate them on the difference between a gear and direct drive system.  Once they understand that a gear drive pulls water like a belt drive from a tank, he will be more comfortable with the purchase and we can move forward from there.  This is an example of how important it is to ask why?

My sales strategy is to make sure I am my customer’s go to person for products and information.  If I don’t have a product in stock I will refer him to someone who does.  If I don’t know who carries the product, I will go that extra mile and find out who does.  I make it easy for my customers to buy from me or the person I refer them to.  This is a two way street.  I have also experienced other vendors sending me leads when they are out of stock because they also believe in giving the same customer service I do.

Assuming the sale

Assuming the sale isn’t just a sales strategy, it is imperative when being in sales.  Assuming the sale is pretty straightforward.  If you believe in what you are selling, why wouldn’t you assume the sale?  When you have a lead in front of you and you know they need this product or service why would they go to someone else?  You have their attention.  

When you have someone engaged, that’s when you assume the sale.  When I am talking to a customer I already have a sales order pulled up with all of their information and I am ready to close the sale.  During our conversation I am asking the customer what address am I sending this to?  Is this still going to the same address?  These are “little closes” throughout the conversation when you are assuming the sale.  As a contract cleaner you would say things like “Which time works best for us to start washing your driveway tomorrow, the morning or afternoon?”

When my customer asks do I pay you or order online?  I advise them that their total is ****.**$ and I am ready for payment.  I just made it easy for my customer to make the purchase, and now they have no risk of missing anything placing an online order.

Have your customer say yes frequently.  Ask the right questions that cause them to say yes.  Has your homeowners association sent you a letter about the dirty siding of your house?  Yes.  Is this your correct address I have on file?  Yes.  Do you want us to start washing today?  At this point the chances of saying yes are higher.

No = I don’t have enough information

Just because they said no, it doesn’t mean they think you are too expensive.  It means they have not been sold on the value of what you are offering.

Budgets are guidelines.  They want to stay within their budget, but if they are sold on the value of what you are providing they may see the value of breaking their budget.  Think about when you go to the dealership with the intention of buying a Ford Focus so you can keep your car note under 300$ a month.  By the time you leave you are driving a V-8 Ford F-150 with a 700$ a month truck note.  It is because you actually wanted it and when you realized the value of it you doubled your budget when it came down to a purchase.  There are instances where this even goes backwards.  I walked into a dealership myself wanting to buy a Jeep and left with a Hyundai.  It is also important to understand realistic budget guidelines.