Questioning
Techniques
To gather information from Customers you need questioning skills. You have
to create effective questions to assess customer's present situation and
find out what they want.This keep the customers in participating and giving
you the full control over the call.Open ended questions invite the customer
to give appropriate answers. Open ended questions begin with the words
| 1. |
How ? |
| 2. |
What? |
| 3. |
Why? |
| 4. |
When? |
| 5. |
Where? |
| 6. |
Who? |
Everytime you ask open ended questions you must give the customer time to
answer. The customer has to think in order to reply. So be patient and start
to listen.Open ended questions help the Salesperson to gather information.
Closed questions invite the customer to give a yes/no answer.So while
gathering information you should be focused on opened questions rather
than close questions.Closed questions are asked mostly at the end of the
Sale for confirmation.
There are many ways in which you can answer customer questions.
The great Master Teacher answered the question with the question along with
the parable.So you can give an answer to the customer question or answer the
question with the question. or answer the customer questions with an answer
followed by a question.
Always ask the right questions.When you ask the right question the customer
is happy to answer you.
The Right Way of Answering Inbound Call.
| Salesperson |
Good Morning how may I help you? |
Customer
|
I am interested to find out more about your offer on
Cell phones I saw on the t.v. today. |
| salesperson |
Yes of course, My name is Winston. May I have
your name please. |
| Customer |
George Bush |
| Salesperson |
Thank you Mr.Bush, First I need to ask a few
questions. I am sure you don't mind. |
| Customer |
Okay, Not a problem. |
| Salesperson |
How often will you be using the cell phone?
Is it for Personal or Business use? |
| Customer |
It is personal. I need to keep in touch with
my family when I am away from home. |
| Salesperson |
Do you think you will be using your phone for more
than 15 minutes a day. |
| Customer |
No I don't think so. |
| Salesperson |
Okay, that is fine I recommend the prepaid cell phone
because there is no monthly fee. Have you used cell phones before? |
| Customer |
No, Never. |
| Salesperson |
Okay, that is fine. We have customer help line. If you
have any question or query you can ring us toll free. |
| Customer |
That is wonderful |
| Salesperson |
Do you have any other questions? |
| Customer |
Yes, Are there any hidden cost? |
| Salesperson |
Absolutely not. |
| Customer |
That's great. |
| Salesperson |
How soon are you thinking of getting your phone? |
| Customer |
As soon as possible. |
| Salesperson |
Okay, I will send it within 48 hours. You should be
able to start using it the same day. Would you like me to arrange that for you now. |
| Customer |
Yes Please. |
So learn to ask questions.If you need any help you can e.mail us on
sales@telesalestips.co.nz or write to us on
P.O.Box.331027, Takapuna, Auckland, NZ.
Sales thought of the week
By asking the right questions you can close the sale. W.SAGA
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