We all have a list of questions designed to help salespeople discover customers wants and needs.  The trouble comes when a salesperson hones in on the answers to the questions and runs through their list like an interrogation.

The customer can be put off by this approach.  It can leave a bad taste.  The unfortunate impression is that the salesperson doesn't really care, is just trying to sell them a car as fast as possible, and it comes off as pushy.

I don't know any salespeople getting ready for work right now who are looking in the mirror saying 'I don't care about people'  'I love being thought of as pushy and rude'.  They all want to sell a car as fast as possible, that is true.

So how do excellent conversationalists ask their questions without creating the wrong impression? 

When you ask a question simple follow it up with one of these three power phrases, and listen to the answer.

1.  Tell me about that...............

Salesperson "What has made you think about changing cars?"

Customer "Oh, it's just time"

Old Way "Yeah it's a great time, it's the end of the model year deals....blah....."

Best Way "Tell me about that..."

Customer "Well, (insert useful long story here about why and gain all the momentum you need with out being pushy)  

Part B - The salesperson has to have a tiny bit of patience to LISTEN to the long story.

2.  Describe for me...

Salesperson "What are you looking for in terms of performance/"

Customer "I want it to drive nice"

Salesperson "Oh yes..the Zoom360 motor on this one will snap your head back when you hit the gas!  Why just last week I got pulled over in one of these............."

Best Way "Describe what you mean by drive nice...."

Customer "Well, I like good mileage and I need to tow a small camper..."

3.  What do you mean by.....

Makes sense doesn't it?  If you are telling salespeople to slow down, or if you are a salesperson who has been told endlessly to slow down, these are the actual mechanics of slowing down with the customer.

You will find yourself using the stories they tell you in response to these interview questions during the close.  It will speed up and increase your closes dramatically.

If you are a manager that wants your sales people to slow down you can use these yourself on them, and lead by example.

Next time...body language that will not only help your customer feel like you are listening, they will help you actually listen and remember what they told you.