CHAPTER 5Asking High-Value Questions
PHONE SALES CHALLENGE – Maria, from IT staffing services, has a problem: “I would really like to get more information from customers, but over the phone they just seem to be distracted or clam up after I ask a question, like they aren’t even there. Sometimes all I get is monosyllabic grunts that don’t help me at all.”
Maria isn’t the only salesperson making mistakes that hinder her effectiveness. Look at what these other callers are saying:
SALESPERSON: Who makes the decision on your company’s IT staffing?
CUSTOMER: Not me; you’ll have to talk to somebody else.
The problem with this question is that if the customer says that he or she is the decision maker, then that’s an open invitation for what is perceived ...
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