Getting Your Customers Involved in Creating Solutions

QUESTIONS BEYOND THE QUESTION

Recently when listening to a B2B sales call, a customer raised the question:

“Do you have product xyz in stock?”
The sales rep responded, “Yes, we do.”

This (order-taking) sales rep elicited the customer to respond with:

• How much?
• Is it available?
• Ok, let me get back to you….(click)

And the opportunity was lost.

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Here’s what I suggest — Hold off on the word YES.

Instead, start with a question…

“If you don’t mind me asking, what’s prompting your inquiry?”

As a result of asking this simple question, your customer is instantly invited into the problem-solving process. They are more likely to share with you what’s behind the need besides pricing and availability.

YOUR SALES QUESTION CHALLENGE

Dig deep to find potential problems. Ask insightful questions to find out where your customer is having issues.

By discovering your customer’s issues, problems, and pain-points, you reveal circumstances where you may be able to offer new sales solutions.

Go beyond simply filling out product orders!

Ask questions to reveal what your customers really need.  Find new and better opportunities so you can offer new and better deals.

By doing so, you will be guaranteed to increase sales and create stronger (more profitable) customer relationships.

4 responses to “Getting Your Customers Involved in Creating Solutions”

1. Hello,
   Mr Cherry I have followed for some years now and use your question based selling techniques for a while now. I’m actually based in Northern Virginia. Outside of my regular job I help people with credit repair. I buy leads (mainly exclusive leads and some shared leads) for people who have denied a mortgage loan or personal loan due to their credit.

   This video you made has hit home for me and I trying to implement some better questions when calling these leads. When I calls this leads these some of setbacks that encounter.

   *They used companies in the past that give them good results
   *Some of them just price shopping to get best rates for service
   *A lot of them have been bombarding with calls from other companies to help them with either credit or mortgage .

   Most credit repair companies (Ex: Lexington Law) charge monthly fees for their service, but dispute negative items on credit report little by little so they can prolong process. That means prospect monthly over year plus. With service I go all negative and only charge what get removed off the report. Since companies like Lexington Law are large corporation, people feel that they are doing their job. Which isn’t case at all.

   If there any tips you recommend and greatly appreciate it. Thanks in advance.

   Reply

2. William, thanks for reaching out and I appreciate your passion to ask the right questions. Your challenge is more about how you open the call to gain some rapport vs asking questions. People are resistant to talking with you so your #1 job is to remove the resistance by giving them a good reason to talk with you.

   I am discovering that your Unique Sales Proposition (USP) from your comments above is:
   “Most credit repair companies charge high monthly fees in order to dispute negative items on the credit reports. Plus they tend to prolong the process to ensure long term fees. With our service not only do you avoid long term monthly contracts, but you pay only for what we remove from your report. In many cases we can do it in (1/2 or ?) the time of the big firms. In the end you save money, have greater peace of mind, and gain the ground you need to a more solid financial future. To see if we’re a good fit with your goals, let me ask you a few questions……. So tell me about your current situation……” So give this a try, or tweak it to fit your approach and let me know how it works. thanks!

   Reply

3. Thanks a lot. I will give that a try.

   Reply

4. I’ve tried out your way and definitely making calls a lot smooth. I think issue is that I’m calling a lot aged leads now (30 to 120 days) This were people who inquired all online a while back that were denied loans due to their credit and possibly looking get their credit fixed. They great thing about leads gives me the date and time they inquired about this. These leads come different websites that people applied online too…then after all leads come together in central lead database. I think need come better opening to get in with no resist on their side. What could be best approach?

   Reply