Curiosity may have killed the cat, but it never killed a sale. In fact, the lack of curiosity could be the biggest reason a potential client doesn’t buy or an existing client doesn’t repeat business with you or become the ultimate prize – a loyal customer.

If you presume the client is only interested in the lowest price, you are wrong. They are looking for the best value. The best value is always the best solution to their problem… In order to find the best solution, you need to discover the problem.  How can you solve a problem when you don’t know what the problem is? The only way to find out is to ask good questions and listen well to the answers.

Asking and listening sounds easy, but it took me years of practice for that process to work as it should. Now, I have a set series of questions I ask each client about each project they are considering.

I ask individuals calling on me to replace doors or windows, “Why do YOU think you need new windows?” or, “What would you want new doors or windows to do differently than the ones you have?”

The answers to those questions are the key to unlock the best solution to the client’s problems, provide the best value, get the sale and win loyalty…

The potential client’s answers will tell me most everything I need to know to convert the sale.  They allow me to show my prospect the product and installation I can provide to best solve their problem.

In the case of a manufacturer’s representative presuming lowest price is more important than, say, quality, turnaround or energy efficiency could be fatal to a sale.

As an installation expert, not knowing the answer to these questions may cause an effort to be the lowest bidder, or to “Sell” the client something they do not need or want.

In either scenario, the sales representative has become an order taker, not an expert problem solver who earns customer loyalty.

For more about the difference read my past blog: “Are You Selling Or Taking Orders?” 

P.S… I do ask more standard questions to every client, such as how long the intend to live in this home, how many people live in the house, what temperature they keep there home, follow-up questions to answers etc…

I am also curious about their overall well being and may ask about the weather, sports, mutual friends, etc…  This curiosity is part of being a normal, caring, understanding human being, helps me relate to my client on a personal level AND provide better solutions, however, there are certain topics that are now and always will be out of bounds.

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