How to ask the best questions part 1
ByIf there is one critical step in all relationships and in the sales process that is both abused and misunderstood it would have to be “Qualifying”.
When sales consultants attending a training seminar are asked about the purpose of qualifying, the standard ‘classroom answer’ is “to determine the customer’s wants and needs.” In the ‘real world’ their answer is to determine “if” and “when” the customer will do business. Then, land them on a vehicle, preferably in stock.
Based on the type of questions asked, and the mood and manner of the questioner, this step in the process sometimes creates a paradox. Sales people feel they are being helpful and saving time while many clients feel the questions are intrusive and unnecessary. Ironically, there is some truth to both positions. The disparity in perception is due to the types of questions asked. Clients need to understand both the question itself and the reason for asking it.
For example, sales people often ask about money in either an insensitive way or they may ask prematurely. Asking a client how much they want to spend or what is their price range may be okay with some clients but offensive to others, based on the level of rapport as well as other factors. Naturally, sales consultants do not want to waste time or excite a client on the wrong vehicle.
Bill McGrane is President of the McGrane Global Centers creators of the Making it Happen and Move Into Your Greatness. The Centers offers, keynotes, seminars, consulting and products that improve individual and organizational performance. You can create highly responsible teams and produce a culture of responsibility.
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