The Payoff

Notice how all these questions accomplish three important goals: they help you gather information about a customer’s situation, they establish a more trusting relationship between you and your customer, and they also guide the customer’s thinking toward the direction of your service. They are low-key, noninvasive, and will set the stage nicely for the next step in the process: your customized presentation.

Remember that attempts to rush the process by attempting level 9 or 10 questions too early will not get you to the close more quickly. In fact, the opposite will more likely happen, and worse, you may not be received well on later, follow-up calls. You can increase your close percentage by turning more calls into sales by respecting the customer’s need for process.