In my opinion, adequately trained sales representatives are a requirement for most retailers if they want to maximize their sales and profitability. Retail sales training can turn a retail clerk into a retail sales professional. Which do you think will have a higher average sale? Which will sell more? Which will cram more profit into their transactions?
Unfortunately, the state of retail selling has deteriorated to the point that most store associates can't even legitimately be called "salespeople" any longer. So to help you generate discussion about this topic in your company, here is a list of nineteen sales questions that will help associates build sales momentum. Sales momentum is that glorious force that helps shoppers get out their wallets and give you their money.
These questions may not be valuable if you sell aspirin and toothbrushes at the pharmacy or light bulbs and rakes at the hardware store, but if you sell big ticket items like appliances, boats, furniture, or rugs, these questions may help you take your selling to a whole new level. When reading the following question, let's assume you have built significant rapport and trust with your prospect, and let's also assume that these questions are organically inserted into the conversation in a subtle and sophisticated manner:
1. [Customer asks you to check size in the stock room]. If we do have your size in the back, how many do you want?
2. [Customer says they think it's the right widget, but they want to think about it]. What have you got to lose by taking it home today? You can always bring it back, right?
3. [Customer says they want to check with their wife]. What will you do if your wife says "go for it"?
4. [Customer says they want you to put an item on hold for them]. I'll be happy to hold that for you, I just need to put a credit card number in the system. Which credit card would you like to use?
5. [Customer is looking for a gift for his wife]. So if you decide to go ahead and give this _______ to your wife, how do you think she would feel when she opens up your gift?
6. [Customer is shopping for a widget. You're trying to decide which widget to show her]. What is the absolutely top amount you're willing to pay for a new ____________? How much more than that would you pay if we found you a perfect ____________?
7. [Customer just tried something on]. Wow, you look great in that. Do you know what I'm thinking? I'll tell you in a minute, but you tell me what you're thinking first.
8. [Customer asks how much you'll lower the price if they buy it today]. How much money would you save by going ahead and getting it today? I know your time is valuable, how much is your time worth if you shopped at three or four more stores?
9. [Customer is looking at different sizes of bottles of ______]. You can save money by going with the __ ounce bottle. Do you like to save money?
10. [Customer is talking with you about buying a new widget]. Who else will need to give the okay to approve this purchase?
11. [Customer told you he's been looking at other stores]. What's the criteria you will use in making your decision about who to get your new ________ from?
12. [Customer told you he's been looking at other stores]. So you've been out shopping for a _____, how wonderful! How will you know the right one when you see it?
13. [You greet a customer and she says she's just looking]. You're just looking? Fantastic, please do look! What will you be looking for today?
14. [Customer sees something they like]. So you like this widget! Great! What is it you like about it?
15. [Customer asks if he can think about the purchase]. Can you think about it? Of course you can think about it! Let's think about it together. What do you think?
16. [Customer asks for a better price]. Can I do better on the price? Wow, that's a great question! So I can make sure I understand what you're saying, what price are you hoping for?
17. [Customer wants to try out your widget in the store]. Yes, of course you can try it out. Please, go right ahead. If you like it after you try it out, then what will happen?
18. [Customer asks for price of several customizable widgets]. Absolutely, I'll get that for you. I can either give you individual prices, or one package price including your package discount. Which type of pricing is most important to you?
19. [After a presentation of your product]. Every purchasing decision requires information. What information have I left out of my presentation that is crucial to your decision?
What momentum-building questions can you think of that would be valuable for salespeople to include in their repertoire?
If you like this post (or don't) please leave a comment. Skip Anderson is the Founder and President of Selling to Consumers Sales Training. He works with companies and individuals who sell to consumers in B2C, retail, in-home selling, and the financial, real estate, and insurance markets.
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