Power Questioning

A salesperson’s most important skill is superior questioning. The right questions build the knowledge that lets a salesperson make a unique, value-added recommendation to the customer—one that creates the memory that generates future loyalty to the salesperson and to the store. Appraising the Situation Salespeople are lucky if they can ask two or three questions before the client loses patience and expects a recommendation. Avoid questions that might elicit a “No” or “No thank you” response, which make it more difficult to build rapport and appear insightful. Here are things to look for in determining how skilled your salespeople are in asking questions: • Do they ask questions at all before presenting merchandise? Too often I see salespeople simply begin to show merchandise, as though they can somehow divine the customer’s dreams. • Do their questions elicit

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