Often the outcome of the sale is concentrated in a few minutes of conversation, so if you want to sell something we should first try to attract the attention of our party and steal his real interests and needs. In fact, when you interact with another person must first understand who you are in front, enter his world and only then can we bring our ideas and make them accept.
The only way we know the reality of another individual in such a short time is to ask him intelligent questions. Avoid then, the long monologues and opt for a conversation “active” participant in making the other party.
The best way to implement this strategy is to impose time limits. For example, impose not to speak for more than 60 seconds without making sure the other person is a participant in the conversation.
But how can you verify the participation of the potential buyer? Simple with the use of questions. ‘S use of questions in the sales process is critical, because the way in which a question arises has the ability to influence the response expressed by the customer. In fact, the question can be formulated to elicit information on ‘buyer or to rational or emotional effects arise sull’interlocutore. During the early stages of the conversation you should ask questions that show facts and general information, not to embarrass the other party, to create a rapport and dialogue, and then you can ask deeper questions that require answers more complex and engaging.
Questions can be divided into:
Open Questions
Such applications allow callers to speak freely, so thanks to them we can use to acquire information, uncover needs and motivations of ‘party.
Open questions generally have the following characteristics:
- Can not be answered with a yes or no
- They begin with: when, what, how, why, where.
- Require a response
- Promote dialogue
- They build a rapport
Closed Questions
Closed questions have the opposite characteristics to the open questions. Closed questions unlike those just discussed limiting the dialogue because they require answers brief and concise. It best to avoid such questions only in specific cases.
Generally, closed questions are used to:
- Obtain feedback during a dialogue
- Obtain specific information from the client
Clarifying questions
Clarifying questions are used to verify the exact understanding of what the client says and to show the buyer to have implemented its requirements. This type of question is reformulated with different words, more clearly or more concisely, the concept expressed by the customer. Clarifying questions also allow you to follow in improving the customer rapport. A good question can be enlightening: “If I understand correctly, you mean ….”
Generally are used for clarifying questions:
- Express the concept in your own words and get approval from the other person
- Clarify certain definitions used in the interview
- Clarify what you mean the other person with words like “never” or “always”
Applications for Development
Applications for development encourage the person to process what he just said or stated. Such questions are usually placed immediately after a question of clarification. In fact, after having obtained confirmation that you understand the customer needs, through the use of a new application, you can make some marginal elements to offer customers a different point of view. Generally, applications for development are used for:
- Far develop what has been said
- Get More Info
- Begin to steal any customer feedback regarding our proposal
Directional Questions
Used as an alternative to applications development, applications directional damage to our conversation in the right direction. Once you have identified the needs and desires of the buyer these types of questions help us to channel the discourse in a particular direction. It ‘s important not to use the directional questions to try to manipulate or control your partner, because this kind of attitude could undermine the rapport (a situation of mutual trust) has arisen and reduce the chances of closing the sale.
Generally, directional questions are used to:
- Move the box into a new perspective
- Invite the other person to participate in an exchange of information
- Remedy a closed question made earlier
Applications for Review
Requests for review require open and frank opinion.
Such questions are extremely useful because it ensures that the customer is following the speech, also asking for an opinion from the person you show interest, appreciation and respect for others’ opinions. With these questions and reinforces the feeling you can carry on a conversation. Applications for review are generally used for:
- The views of the customer
- Show appreciation and respect for his ideas
- Sharing ideas and feelings
- Extend the dialogue
Asked who report to third parties
With this type of question refers to a situation similar to that of our potential customer. In practice, it refers to the client that his situation is similar to that of a third person with whom we worked. The introduction of a third person in our speech will bring the party to a favorable response. Although completely irrelevant in the speech dealt with, this third person will be acknowledged by our client as a “reference” for our business.
The report claims that a third party is generally used for:
- Introducing a third person in the speech
- Validate the reasons given by the interlocutor
- Increasing the confidence of the interlocutor to us
- Show face and the solutions to the problems discussed
The ‘intelligent use of questions encourages the other person to open up, to talk with you and to show the real feelings about the subject in question. Only through dialogue will have the chance to establish a rapport and build a solid business relationship with your client?