From the course: Mastering Conversations in Retail Sales

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Getting the customer to tell you what their goal is

Getting the customer to tell you what their goal is

From the course: Mastering Conversations in Retail Sales

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Getting the customer to tell you what their goal is

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- Asking a customer what they want to buy is the wrong question. The customer doesn't have the expertise to know what all the options are and the pros and cons of each. You do. You are the expert on what the solutions are. The customer is the expert on what their problem is. So one of the most important conversations you'll have with a customer should be to attempt to get them to tell you a story about the problem they're having or the situation they're in, so that you can recommend the best solution. For example, nobody really wants to buy a 1/4 inch drill bit. They want a 1/4 hole in the wall so they can hang a picture over the fireplace, but depending on how heavy the frame is, maybe the best solution isn't drilling a hole at all. Maybe it's a hammer and a nail or maybe it's a hook that goes in to the wall without a drill or a hammer. In fact, maybe it's duct tape. The point is they might be looking for the wrong thing. Again, they don't know all the options that you have in the…

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