September 2002 Track Selling Times Ask Roy
 Ask Roy
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(From November 2001 Track Selling Times)
Sandra Brisco of Chicago, IL asks:
"If I have a prospect who seems interested but is rather tight lipped, what are the best techniques or questions to get him talking?"
Roy's Answer:
"
Sandra, this is a good question because although a prospect 'seems' interested doesn't mean he is. The only way to truly know what your prospect's interest level is by asking the right questions because the only time you know what he's thinking is when he's talking.
It isn't difficult to encourage your prospect to talk freely. Just use open-ended and reflective questions. Here's a quick recap:
1. The open-ended question. Within this category, there's the open-ended, fact-finding question, which is designed to uncover facts; and the open-ended, feeling-finding question, which is designed to uncover opinions and/or attitudes.
Examples include:
Open-ended fact-finding: "Who else is involved in this buying decision" "When will you need this system to be operational?"
Open-ended feeling-finding: "What do you like most about your current system?" "Why are you considering replacing your current supplier?"
2. The reflective question. Use this to encourage the prospect to talk by reflecting back a key word or phrase the prospect has said.
For example:
Prospect: "I played golf every Saturday until I broke my rib?"
Salesperson: "Your rib?"
The reflective question repeats a few key words from the speaker's last statement and helps her to sense your interest thereby encouraging her to continue talking. A word of caution, however: Use the reflective question sparingly, or you'll sound like a patronizing echo.
"
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