Sau đó, trong cuộc gọi hoặc cuộc gọi khác, bạn có thể có thể mong đợi đón nhận hợp tác xã. Ví dụ, chúng ta hãy nói rằng bạn đang quay trở lại một cuộc gọi từ một khách hàng và đạt được một nhân viên tiếp tân. Nhân viên bán hàng: Keisha! Michael gọi cho tôi trước đó. Tôi đang cố gắng để tiếp cận anh ta, | Asking High-Value Questions 129 Questions Uncover Needs You uncover needs by asking questions to help lead the customer to making his or her own decision to use your product. Think of yourself as a detective. Here are some examples of questions you might ask Tell me about your existing situation. What is the application purpose use Where is the installation How is this going to be implemented Who will be using these products Tell me what other products you are currently using. Sometimes your questioning can help customers uncover needs they didn t know they had. When this happens you confirm your position as a consultant who can contribute in a meaningful way to the success of your customer s business. Thus product or service recommendations you make after that point will be well received and you are on your way to longer-term business. The reason is that the customer is being led down the path of buying your solution not by your telling him all about your great products but by the customer making his own decision. The added advantage of this strategy is that once customers make their own decisions they rarely renege on a commitment. Questions Deepen Relationships As you are asking well-thought-out questions your customer is most probably impressed with your ability to pin down her greatest challenge that your product will solve. In addition your customers are used to being talked at by your competition regarding how great their products are. You will rise above the fray by deepening your customer relationships and asking more strategic questions. However you need to ask the right questions. 130 Selling to Anyone Over the Phone Avoid the Wrong Questions If you ask the wrong question or ask a too-personal question too soon customers will cut you off and you will never get back in again. Think of it like this If you were to purchase a new refrigerator and the salesperson asked you how much money you had as her opening question wouldn t you feel a bit put off In the .
