You’re trying to build a relationship with a prospective customer. You’ve made your pitch, and then attempted to close the sale, but your customer offered an objection.
Remembering the old saying that, “Buyers are liars!” how are you going to determine if the customer is stating his true objection?”
(Wait, don’t believe that old saying? How many times have YOU walked into a store intending to buy something and when the associate asked you if she could help, you said, “I’m just looking.” I rest my case.)
Meanwhile back at the close, you say, “Mrs. Smith, based on what you’ve told me, this product will meet your needs. Would you like to purchase it now?
She says, “Well I don’t know.”
You: “Apparently you have a good reason for saying that, do you mind if I ask what it is?” (See my last post.)
She: “Well, it doesn’t do X”
Now, you want to determine whether or not X is her true objection. So you respond,
“Suppose X wasn’t a problem. Then would you be willing to purchase it?”
You’re careful to keep your tone “conversational,” and this method should be able to do that without putting pressure on the customer.
If she answers, “Yes,” you know you have identified the true objection.
If she answers any other way, you can go back to some variation of the sentence, “Apparently, you have a good reason for saying that do you mind if I ask what it is?”
If she gives you another objection, again respond with a variation of “Suppose that wasn’t an issue, then would you be willing to…?’
Asking these questions, which are “conversational,” not “confrontational,” should help you build rapport with your customer and perhaps lead to a long-term relationship.