What Did You Mean By That?

All too often, a conversation can seem to stall, resulting in an awkward silence. For the salesperson, this can be especially deadly as it may break rapport with the prospect or make you seem unprepared.

To the rescue: Universal Questions- a form of open-ended question. Add these to your repertoire of active listening techniques and they will save your butt many a time.

Memorize these seven. Whenever you’re at a loss as to what to say, don’t lapse into presenting features. Ask one of these questions.

1. Can you tell me more about that? : This sounds like a close-ended question, but prospects will rarely reply “yes” or “no.” If your contact does reply this way, simply say “I’m glad, please continue” for “yes,” and “I can respect that” and continue with the next question for “no.”
2. Please help me understand better?
3. You must be asking (telling) me that for a reason.
4. Can you be more specific?
5. Please talk to me about that.
6. Which means?
7. Please say more.

Example A

Prospect: We’re looking for a Unix-based system capable of symmetric multi-processing.

• You must be looking for a Unix-based solution for a reason.
• Can you tell me more about why it needs to be symmetric multi-processing capable?

Example B

Prospect: We’re looking for ways to enhance our data processing procedures.

• You must be telling me that for a reason.
• Please talk to me about that.
• Can you be more specific?
• Please help me understand why that would be important to you?