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Someone once identified over 30 categories of questions one could ask. After reading that statement, my question was; how could anyone track that many types and how could they track all the responses to those questions.
Call me conservative, but I think we can settle on just four broad categories and then by carefully utilizing the questions, find almost any information needed to be successful at Retail Sales. Those four broad categories are Rapport-building, open-ended, closed, and finally the non-question question
Let's look at each type in some detail:
1) Rapport-building question: Rapport is one of the most important components of unconscious human interaction. It can be thought of as, being in "sync" or being on the same wavelength as the person you are talking to. Rapport simply means making the other person feel comfortable with you. As you know, selling is based mainly on two concepts. Those concepts are trust and liking someone. When you are building rapport, you are doing both. Remember the first words your customer hears from you will likely set the tone for the remainder of the sales presentation. Take a few moments to make your customer feel at ease. It will pay big dividends in your career.
2) Open-ended questions. The open-ended question is the King of all questions. These are questions that cannot be answered in just a few words and that's the beauty of them. The open-ended questions allow the customer to talk, to open up, and give you some real nuggets of information. Listen carefully to the answers, within those answers you will find a wealth of information. An important fact for you to remember is the most successful salespeople will ask an open question eight times more than a closed question.
3) Closed questions. The closed question is often thought of as the opposite of the open-ended question. This in not entirely correct. While the closed question does not adept itself to answers of many words, the closed question will give very specific information. Closed questions are used to narrow down the conversation, to focus on specific information and to help close the sale.
4) Finally the non-question question. Although people have used this technique for ages, most people do not consciously think about this being a question. The beauty of this is, since it does not come across as a question, it puts the other person at ease. Simply put, a non-question is a statement filled with language that doesn't end with a question mark. Confusing? Perhaps an example is in order: "It will help me to know you better if you can tell me where you will be using this product." Another example could be when interviewing someone for a job. You might say, "Think of a time when you had several deadlines due and then tell me exactly what you did." Try using the non-question question; you will be pleased with the results.
There you have it, four proven types of questions that are winners. Use them carefully in your sales presentation and watch your close ratio improve.
This article may be shared with others in its entirety. However credit must be given to John Robertson and the following text must be included.
John Robertson is currently the Training Manager for a major wireless carrier and has over 30 years training and training management experience. While not at the office his interests include woodworking, metalworking, hunting, fishing, and the outdoors. He is also a part time videographer and produces How To DIY Videos. Check his website http://www.TinkerJohn.com for more ideas and plans.
