Questions, Questions: Do You Know How To Get The Answers?

How many times have you been asked a question that you didn’t want to answer? Think back. Why were you reluctant to respond? Was it the questioner’s tone of voice? Or maybe the way the question was worded? Perhaps you were upset that day and didn’t want to talk to anyone? Or you felt the question was too personal?

Questions are one of the few ways we can learn about other people. Proper questioning helps you obtain the information necessary to fulfill your customer’s needs, service the business, write additional orders, and obtain referrals. Questions also give you information essential for judging the ability of others to work in your business and bring in new customers. When prospective customers or potential members of your down line feel free to reveal feelings, current situations, finances, needs, and desires, you have an open line of communication for future success.

How do you ask questions to obtain positive results? Keep the following ideas in mind.

Timing

Timing: Questions must be properly timed. If your potential customer or downline member is not in a positive mood, the answers to your questions may not be accurate or complete – if you get answers at all.

Another aspect of timing is the manner in which a question is asked. A question asked in a fast, insistent manner may remind people of slick talking salespeople. They will automatically erect a barrier. On the other hand, a question asked in a slow, drawn-out manner may give them the impression you think they are incapable of understanding normal speech. When you question, think before you speak, not while you’re speaking.

A third aspect of timing is waiting for an answer and LISTENING to the answer. Often, a prospect’s silence is not a reluctance to respond. More often, it is the well-meant intent to give the most accurate information of which the person is capable. Give them the chance. Remember the old saying, “He who speaks first, loses the point.

An aspect of timing is the delivery of the question. You should keep your tone of voice relaxed and quiet. Nothing turns people away faster than a shrill, loud voice. Practice asking questions into a tape recorder. When you play it back, ask yourself would I trust this person? Would I want to use his services? More importantly, have someone you know as forthright and truthful listen to the tape. Get their opinion and change your delivery as needed.

Listening

Listening: In listening, try to hear what is being said and also what is not being said. Is the answer really responsive to the question? Are important points being avoided? Wait until the person is through talking – count to ten before starting to speak. Your prospect may be reconsidering what was said and formulating a better answer. Give him a chance. If the answer doesn’t give the information needed, be more specific in your question. Never repeat a question word for word. The customer may feel you see him as not too bright, and close off further conversation. Be relaxed and open. Make it a time for information gathering, not an interrogation.

Preparation

Preparation: Know ahead what you want to ask, but don’t memorize questions word for word. You will come across as a robot. In general, you should know what information you need and have thought about the types of questions you should ask to obtain that information.

One method that helps keep questions on track but avoids the “canned presentation” is a pre-determined survey sheet. This sheet would have on it all the points you wanted to cover for obtaining the needed information. During the conversation, if you find other areas to explore, you can make the discussion more personal, yet get back on track with the list.

Respect

Respect: Another important aspect of asking questions is getting permission in the first place. Think how you would react if some stranger started asking questions, particularly if you weren’t really certain you wanted to use his or her product? The simple courtesy of their allowing you to proceed can put them at ease and also increase their confidence in you as a trustful person.

Areas of concern

Areas of concern: Move from the general to the specific. A broad, far ranging, question will give the customer space for deciding what to say. As the customer answers, they may not present clearly defined needs, but specific areas of concern will soon become obvious and lead you to the follow-up questions needed for the information you seek.

As you listen and respond, build on the information you obtain. For example, as you receive a response to your question, use some of that response in your next question, such as, “You mentioned you would like to build a second income for retirement. What type of work did you have in mind to earn this money?” Further questions may be even more narrow, such as, “How many hours a week did you want to devote to this work?” The key, again, is listening, and using what you hear to frame further questions appropriate to the customer’s responses. Keep in mind that if you are thinking about your next question, you won’t hear the current answer – and valuable information may be lost.

Language

Language: During your preparation, as you think about the type of questions you want to ask, think also about your language. Never assume your listener has any knowledge whatsoever about your product, service or company. Nor should you use acronyms, such as letters instead of words, until you know your customer understands. At the same time, don’t assume your customer is ignorant.

How do you determine the level of understanding? Ask. A few well chosen questions relative to your customer’s experience with similar products, will give you guidelines as to your starting point. In addition, keep this in mind – K.I.S.S. Keep It Simple, Stupid. A “hundred dollar” word may lose you a thousand dollar order.

Customer trust

Customer trust: Keep the number of questions to a minimum without asking too few. If you ask a few short questions then launch into a discussion of your interests, the customer will see you as a disinterested person with only your sales presentation in mind. On the other hand, if you ask too many questions, without sharing some of your own personal feelings and background, this can be seen as intruding into the customer’s privacy without a similar response from yourself. The result can be tension and a decrease in the trust relationship you are trying to create.

Although many writers have suggested you should set exact times and dates for further meetings, this can often place the customer in an awkward spot. Asking how if the customer has free morning time during the week is more acceptable than giving him one or two choices. This avoids limiting the prospect’s personal choice or forcing him to make a decision he is not ready to make. No one likes to be pushed. The effective sales person realizes the customer has rights and avoids any attempts at manipulation. Besides being poorly received, it insults the person’s intelligence and can lead to bad relationships that cannot be improved.

Questions should never cause concern on the customer’s part nor require the release of personal information, unless there is a good reason. Some of the most sensitive areas relative to people’s personal life are annual income, investments, marital status, health, etc. If the answer to a question might prove embarrassing, the probability is high that the truth will not be forthcoming. If the prospect seems uncomfortable with the question, and you do not really need the information, move on to something else.

If you do need information and you can sense the discomfort, explain fully why you are asking the question. For example, if the business is such where a substantial investment is required and a credit report will have to be made, tell the prospect. Indicate that you do not want to use up his time unnecessarily if, by virtue of his income, he would not be eligible. Or, perhaps, you wish to know because you may be able to arrange for additional financing elsewhere. The customer will be much more likely to respond if he knows why.

Customer benefit

Customer benefit: You know the benefit of your product to the customer, but he doesn’t. While you can simply state the benefit, it is more productive for him to determine what the benefit is and convince himself. This can be easily accomplished through questions. Structure your question to determine what benefits or end results the customer wants to achieve. As you focus your questions around the benefit to the customer, it will allow him to speak more freely and provide you with the information you need to design a meaningful program to meet his needs. Look for the bottom line, the long term result. Demonstrate how your product or service can meet both the short term need and the long term goal on a continuing basis.

Act as a consultant. Although you are there to sell your product or service, your primary objective is to assist, to help. Therefore, you should really place yourself in the position of being there for guidance and to provide alternate solutions to the customer’s problem. Think about your past reactions to high-pressure sales presentations. Your customer’s reactions will be no different.

Successful sales are built around successful questioning. Keep in mind that your goal is to help customers solve problems. The combination of this concept with mastering the art of questioning will lead to more sales, more satisfied customers, and more respect for you.