Thursday, 27 September 2012

"What do you Think?"

How do you handle it when a client deciding between two or three items asks you for your opinion?  Well, here are a few points to consider.

1.     If you’ve had enough dialogue, you should be able to give an opinion based upon preferences they’ve already told you about.
2.     When you sense that they are more worried about what other people think, then you can call-in one or two available staff, or even another shopper to give an unbiased opinion
3.     Double-tap!  If the client keeps coming back to the same design over and over again, but needs some encouragement to make a decision you can bring-in other staff, and when indicating the choices simply “double-tap” the favorite one to silently ask their support.

Once it’s down to two or three, it’s time for some closing questions:

1.     Test closes
a.     If your husband surprised you with this one, would you be amazed with his choice?
b.     If I was a really mean salesperson and put a gun to your head and told you to pick one, which one would it be?
c.      If we had to eliminate one of these three, which one would have to wait for a future special event?
d.     Take-away threat: if I told you that someone just called and gave me their credit card number to hold this piece and that you couldn’t have it would you be disappointed?
2.     Direct closes:
a.     Summary close: you said you wanted something wide, open and high, and this one ticks all of those boxes.  Is this the one?
b.     This one design keeps on calling your name, and all others seem to be falling short.  Will you give this one a good home?

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