Yesterday sales trainer Wendy Weiss showed us how our words can create resistance with our prospects, and quick things we can do to change that. She's back today with two more problem questions and their quick fixes.
Has that worked well for you?
This question begs a 'yes' or 'no' answer. Remember that the status quo is very powerful. Few prospects, unless they are absolutely miserable, will answer 'yes' to that question because few people like to admit (especially to strangers) that they have made a mistake. Most therefore, will automatically answer, 'yes', and then they'll probably add, 'everything is fine'. A 'yes, everything is fine' answer leaves you with no place to go. You're facing a wall of your own making.
A slightly better version of this question would be, 'How is that working for you?' You might be able to gather some additional information. Even when phrased this way, however, the strength of the status quo makes this simply not a good question to ask.
A better question to ask would be, 'How do you handle it when (fill in the blank) happens?' You fill in the blank with an issue or challenge that, because you've done your homework, you know your prospect might face. This question will give you information and possibly uncover areas of weakness or need where you might be able to help.
Is your vendor/advisor/broker showing you/telling you about (fill in the blank)?
This problem question will yield a 'yes' or 'no' answer and is also potentially confrontational. In addition, this question can have the very subtle subtext that the prospect has made a mistake in their choice of vendor/advisor/broker. As with the first question, this question puts the prospect in the wrong, which will automatically create resistance. A better question again is the one mentioned above, 'How do you handle it when (fill in the blank) happens?'
These very subtle changes in verbiage can totally change how your prospect views you and your call. The language you use can make a prospect open and willing to have a conversation with you or it can make a prospect totally shut down. The good news is that what you say is under your control. It is very possible and not particularly difficult to make these subtle tweaks that can have a huge impact.
Wendy Weiss, The Queen of Cold Calling, can be reached at www.wendyweiss.com or wendy@wendyweiss.com
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