Listen for sale signals

Your prospect will signal you when they’re ready to buy.

“Billy, pay attention!” That was your first listening lesson.

Probably delivered when you were too young to pay attention.

Fast forward 20-something years and you’re STILL not listening.

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Your customer is telling you he or she is somewhere between “interested” and “ready” in your sales conversation, and you’re pressing to “overcome” some bogus objection because your focus is on “making the sale” rather than “helping the customer buy.”

Last week I kicked off the three-part “Buying Signals” lesson. Here is part two. All parts have one thing in common – you must be listening in order to get the signals, and you must be ready to respond once you hear them.

Here are more of the buy signals:

n Asking positive questions about you or your business. You may not take them as positive, but they are. “How long have you been with the company?” is asking about you as a salesperson. (Will you be here to serve me after the sale?) “How long has your company been in business?” They want to know about security, safety and lower risk.

n Wanting something repeated. “What was it that you said before about financing?” “Tell me about that again.” If prospects want to know about it again, that means there is an interest. A buying interest.

n Statements about problems with previous vendors. That is huge! When prospects ask, “How long does it take to respond to a service call?” that indicates they have a service problem. Perfect time for you to ask, “Has service been problem?” “Tell me about it.” “What type of service do you need?” “So what you’re saying is, if our service is there for you when you need it, we might be the best choice for you?” What you are doing here is asking for the sale, and not giving them any reason or opportunity for the prospect to say no.

n Questions about features or options. “What will it do?” “What will you do?” “Is this standard or optional?” “Is this my best option?” “Does this model come with that?” “Do I have to pay extra for this?” What these types of questions mean is that the customer is trying to picture ownership with your stuff attached to it.

n Questions about productivity. Productivity is a little bit more subtle. They may ask questions like: (I will use a copy machine as an example because everyone uses one), “How many copies a day can it make?” “How often will it break down?” “Will it be easy for my employees to use?” “What is your service response time?”

n Questions about quality, guarantee or warranty. “How long will this last?” What the customer is saying to you is: I want to own this, but I want more reassurance.

n Questions about qualifications. “Now qualifications” take three different paths: One is your qualifications. The second is your company’s qualifications. The third is your product’s qualifications. Ask yourself: Can all your people answer all customers’ questions on the phone? Can I call you directly if I had a problem? Do you have a special help desk? All of these things relate to some form of ownership in the prospect’s mind.

n Specific positive questions about the company. “What other products do you carry?” “How long have you been making this one?” “What happened to the last model?” “Do you have a new model coming out shortly?” Major clue: Answer all questions briefly and immediately. Don’t whip out the catalog or a bunch of slides. Instead, say, “Mr. Jones, let me take you on a brief virtual tour of our factory or warehouse. Let me show you some of our other products and how they can help you.”

n Specific products or service questions. “How does the manual feed operate?” “Do you select the trainer or do I?” Make certain that your customer feels totally at ease about all elements of purchase and operation, including the equipment and the operation of your business. Put them at ease, but also ask for the sale.

More signals? Oh yeah! The rest of the buying signals will be right here next week. Stay tuned! •

Jeffrey Gitomer is the author of 12 best-selling books, including “The Sales Bible.”  He can be reached at salesman@gitomer.com.

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