Viewing Posts for: Dennis Grieco
There is one question that comes up in virtually every Richardson sales training session that I have conducted over the past 23 years. It is part of an activity in which teams practice coming up with and asking open-ended questions to buyers. This is the question that participants love to ask buyers — “What keeps you up at night?”
This was new, innovative, and fun back in 1997. Now, it is a cliché. It is a salesy question. If a buyer is interviewing four different companies to find the right partner, he/she can hear that question four times. In my training sessions, I work really hard with participants on asking open-ended questions that avoid this trap. The goal is to come up with classic questions that never go out of style. “What are your biggest worries when it comes to switching advisors?” If I am a buyer and you ask me a worry question, I’ll talk about my worries. You don’t have to make it a cliché about what keeps me up at night.
Another pitfall that I encourage sales professionals to stay away from involves trading questions: “If we are able to do X and Z for you, will you agree to do Y?” Asking open-ended questions with “If”; is a manipulative construction. Buyers see that you are trying to get them to say yes to something before they are ready. They hear the start of a » Continue Reading.
The three strongest words to begin good open-ended questions are what, why, and how. I discussed this in my previous post: Generate Deeper Sales Dialogues with Strong Open-ended Questions.
Now, I want to share another tool to help you develop your questioning strategy — directive statements. These are statements that don’t end in a question mark, yet they draw the buyer into sharing more information with you. Try mixing these directive statements with good open-ended questions to get your buyer talking.
Tell me about “Tell me about your decision-making process.” “Tell me about your top two concerns when it comes to X.” Please describe “Please describe the rationale for putting this out to bid this year.” “Please describe the different criteria that you will measure this decision against.” Share with me “Share with me what you’re looking for in a financial advisor.” “Share with me management’s top initiatives for this year.” Help me understand “Help me understand why you are shopping the business around at this point in time.” “Help me understand the two biggest issues that are preventing you from moving this forward.”
There is one nuance to this approach. Make sure not to sabotage these directive statements.
It is: “Tell me about …” Not: “Could you tell me about …”
It is: “Please describe …” Not: “Will you please describe …”
It is: “Share with me …” Not: “Would you share with me …”
It is: “Help me understand » Continue Reading.
When it comes to planning a questioning strategy, this is my philosophy: It is OK to ask people questions; it is not OK to question them.
What’s the difference? If the police show up at your door, put you in handcuffs, guide you to the backseat of their patrol car, and take you to the station, they’re going to question you. More to the point, they’re going to interrogate you.
When people feel questioned, they feel interrogated. It doesn’t matter if it happens at the police station or in their own office by a sales professional.
If, instead, people are asked questions, a dialogue can begin.
One of the more effective ways to generate dialogue is through the use of open-ended questions. These are the type that allows the customer or prospect to participate, engage, and elaborate in a discussion. Open-ended questions get customers talking and sharing information vs. feeling like the sales professional is drilling and grilling them.
Remember, we are all human beings, and human beings look for two things in an interaction. We want to be listened to, and we want to be understood. If I am a buyer, and I feel listened to and understood, then I will repay the favor and listen to what you have to say about your product, your service, and how you think that you can help me. So, if you want to ask me questions, first, let me talk » Continue Reading.