Sales Coach Debi

While training in Hiawatha, another trainer named Pat shared with us a Miller Heiman technique. It turned out to be a great example of how to explain what open-ended questions in logical sequence are – A technique that isn’t always easy to implement.

Probing is the single most important step in the sales process.  Unfortunately it is typically the most difficult technique to master because it requires real listening skills, fueled by genuine interest and impromptu interaction.  This step,  done well ensures more information with less “sales person talking” and that the conversation both flows logically and directs appropriately. And obviously, 0pen ended questions help you obtain the information you’ll need to determine if there is an opportunity to do business with your prospect and if so what that opportunity is.

It’s what you do with the answer you get while probing that count.

Consider the following practice: 4 Types of Questions

1. General – basic information, confirms what you believe you know from research or past meetings. These are more statements than questions.

2. Probing – need to find out more information about a response

3. Effect – (what’s the impact?) {benefits – value is here}

4. Commit – are you ready to take action about the impact? {benefits – value is here}

(Here is an example – let’s use Pat’s Smoker example)

1. General Question (confirmation statement) – Debi, I understand that you are a smoker.

2. Probing – How did you get started? What brand do you smoke? How much time a day do you spend smoking? When do you smoke?

3. Effect (Impact) – Debi, in your opinion, what are the possible effects of smoking on your health? If some serious health concern came up, what would the impact be on your family? What would the impact be if you were able to find a way to stop smoking?

4. Commitment – Debi, are you ready to look for ways to stop smoking?

Reading this won’t make it yours – Practice this technique with a peer, a manager, or a family member and use different examples until you get really good at it.

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Happy Selling!

Sometimes we forget that as individual buyers, we EXPECT to negotiate.  We know that if we don’t ask, we won’t receive.  Come-on — pay full price for that couch?  No way! Let me see if I can get a discount first. 

The same thing applies to your customers.  So expect them to ask, but don’t offer a reduction without the initial request and don’t offer a reduction without asking for something in return. (a longer term,  additional services, 5 qualified referrals that the customer calls and introduces you to, etc.) And be certain they know that their price reduction request is a BIG request.  

Don’t be afraid to say, “No, I’m sorry that we won’t be able to do business together today.

In order for us (my company) to be here long-term for all my other customers  it is my job to ensure a win/win for us both.  

As Tom Hopkins use to say, when you ask the closing question, “the first person to talk loses.”  

To update for today’s market – it is more important as a front-end seller, before the closing question, while in probing and negotiating, that the first person to talk price and/or to make price an issue is the very same person that turns your products or services into a commodity.  Customers just expect to negotiate.  Don’t commoditize yourself and don’t shop with your wallet on their behalf.  Take your price sensitivity out of it!

Most customers won’t admit it but they respect a sales person that has business savvy and understands the value of WIN/WIN.  

Share your experiences and help others in your profession. 

The Sale Professional’s  - Tip for the day: 

Sometimes you just have to say No!