Do you invite your prospective customers to ask questions ...or do you try to avoid getting questions from them? You're walking away from a lot of easy sales if you don't encourage prospects to ask questions. 1. Prospects Who Ask Questions Are Usually Ready To Buy Prospective customers who take the time to ask questions usually have a high level of interest in your product or service. By asking questions they identify themselves as likely buyers. A prompt and complete answer to their question along with a gentle reminder of the benefits they will get is usually all it takes to close the sale. Tip: Make it easy for prospects to ask questions when they are at your web site or in other selling situations where there is no personal contact. For example, list your phone number or an email address they can use for questions. 2. Set up A Procedure for Managing Questions Answering questions from prospects does not have to take a lot of your time. Many of the same questions will be repeated over and over again. But you only have to answer each question once ...if you save the answer to each question to a permanent file. Every time you get the same question again, just copy the answer from your saved file into your reply - and customize it appropriately. You will be able to answer questions quickly. And you will impress prospects with your promptness and personal attention. 3. Always Reply Promptly Answer questions promptly. Your prospect's level of interest and your chances of getting the sale will decline as time passes without a reply. Prospects are also likely to judge your commitment to serving customers by how long they waited to get the answer to their question. Tip: If you find yourself personally answering a lot of questions, add a Questions and Answers page to your web site - or to your printed sales material. Include the answers to your most frequently asked questions. This reduces the number of questions you have to answer individually. 4. Take Advantage of the Selling Opportunity People tend to pay close attention to what you say when you answer a specific question they asked. Take advantage of this. Don't just answer their question. Include a reason for them to buy as part of your answer. For example, a typical question may be whether or not your product or service applies to the questioner's situation. If it does, expand your answer to remind them of the specific benefits they will get. Then tell them exactly how to order it so they can get those benefits immediately. Remember, prospective customers who ask questions are usually close to buying. A gentle nudge from you will often get them to take action. Provide that nudge when you answer their question. Many businesses try to avoid questions from their prospects and customers. They are making an expensive mistake. Answering questions from prospects and customers is a highly effective and very low-cost way to boost sales. Copyright 2005 Bob Leduc |
