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.
Asking Questions - To learn more about this author, visit Winston Saga's Website.
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Winston Saga
(Visit Winston's Website)
Winston Saga is one of the world's
leading sales legends. He is also the CEO
of Sales and Motivation International.
Winston has been acknowledged as a unique
and distinctive authority in the field of
sales and personal development. Winston
Saga is often referred as the Brian Tracy
of the Pacific. During the year 2003
International Biography Centre, Cambridge-
United Kingdom selected Winston
''International Man of the Year'' for
his outstanding contribution to sales and
Service. He has written 100's of articles
to magazine, journals and websites. He has
written two best sellers in Sales and
Motivation.
1. Total Success in Sales and Personal
Life -2003
2. Its a Deal-How to become a Successful
Selling Professional-2006
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