3 Ways to Dig Deeper on Sales CAlls
Written by Eric Petersen, CIC
Many of you probably already have heard me talk about the 4 Knows to a Yes in the past. If not, check out this previous article, that I’ve written on that topic. For this article, I want to go more in-depth and focus only on the first “Know” – Know the Why.
To start, remember that the most important objective in a sales call is to get an understanding of the emotions that will ultimately drive the prospect to make a decision. At ArboRisk, we call this the prospect’s “why”. Once you have an understanding of their why, you will be able to walk through the remaining “Knows” and close the sale.
Below are three strategies to dig deeper on a sales call to truly gain a better understanding of the prospect’s why. Discuss these during your next sales meeting to help increase your sales team success rate.
1. Ranking 1-10, then “Tell Me More” – Directly after the prospect tells you what they want you to look at, you should immediately have them rank the importance of their situation on a scale of 1-10 with 10 being the most important pressing issue in their lives right now. Follow up that ranking with the simple phrase, “Tell me more” to learn why they gave it that ranking. The answer they give you will help you understand how to best service them and therefore win the sale.
2. Restate, then 3 Why’s. – A simple yet effective way to understand the prospect’s why, is to restate what you heard the prospect say and then ask a few probing questions. If what you say back to them isn’t what they really mean you will have the chance to correct yourself and truly understand what they are looking for from you. After you restate their request and they agree that is what they are looking for, then you should dig deeper by asking ‘why’ at least three more times to uncover the true emotion behind their request. As an example…
Sales Arborist: I heard you say you wanted to have the honey locust removed in your backyard, correct?
Prospect: Yes, that’s correct.
Sales Arborist: 1st Why – Why do you want it removed?
Prospect: It drops too many branches.
Sales Arborist: 2nd Why – Why do the branches bother you?
Prospect: I do not want to continually have to pick them up.
Sales Arborist: 3rd Why – Why do you care if the branches are on the ground?
Prospect: My grandkids come over and play every Tuesday and I want a clean space for them.
It might not go that smooth in real life, but you can see how you get to the actual emotion of why they called you. Now you can directly solve their problem and offer other solutions to help them have a great backyard for their grandchildren to play in.
3. What’s your vision for your yard? – We have an entire article devoted to this question, but it’s such a great way to learn about the prospect’s why that I wanted to make sure and mention it again. This question opens up conversation much broader than just focusing on the original service request and can lead to future work or simply a better customer relationship once they hire you.
Hopefully those three simple strategies will help your sales team dig deeper with their prospects and connect more on an emotional level with them to win more sales for your company. If you would like any more help with your sales team, our Thrive Sales & Marketing Package includes four hours of direct one-on-one sales training. For more information, reach out to an ArboRisk team member today!