Tuesday, February 25, 2014

Use Questions to Get Your Customers Involved

When interacting with your customers, your primary goal should be to discover what it is that will motivate them to choose your product or service. While it may be tempting to dominate the conversation while describing the benefits of choosing your business, it is much more beneficial to get your customer talking. Here, are some of the best ways to use questions to encourage your customer’s involvement so that you can adjust your strategy to target their specific needs.

Choose Open-Ended Questions
The best questions to use with your customers should be ones that keep them talking. Avoid using simple questions that can be answered with a yes or no. Instead, ask questions about what they are looking for, their lifestyle-anything that will help you to determine the best strategy to use for your pitch while creating a personal connection that will establish trust.

Ask About Their Experiences
People love talking about themselves, and getting your customer talking about their lifestyle can provide valuable clues regarding their motivation. Therefore, spend some time asking them about their previous experiences with your product or service. You can also ask them about their budget and if anyone else will be involved in the final decision. All of this information can then be used to help your customer decide that going with your service will be beneficial.

Anticipate Answers
One of the worst sales moves a person can make is to ask a question that could lead to a negative answer from the customer. However, there is always the potential that your customer could provide negative feedback. Try to avoid this by anticipating their answers before you ask the question. Additionally, have a few responses on hand so that you can handle a damaging response such as by explaining how your service has improved upon a person’s past complaints.

Listen and Respond
Once you have encouraged your customer’s involvement, you will want to keep them engaged by showing that you are listening. Be sure to respond to their answers with further information about how your service can benefit their life or business. By doing so, you will be able to turn their involvement into genuine interest in what you have to offer.

For more information about using questions to get customer involved, check out our business writing and coaching programs.

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