Before a potential customer contacts you, they have done their research and added you to their shortlist. This means there’s probably only a handful of questions separating you from their business. Make sure you ask them “What questions do you have?”
Creating the space for your customer to ask questions lets them address their concerns about how your business can work in their unique situation, enables you to see what factors are affecting their decision, and allows you the opportunity to give the customer confidence in your company.
1. Address Concerns
While this prospect may look like your other customers, they will have questions that are unique to their business. They may be looking for a new vendor or be new to the industry. Wherever they are on the spectrum, make sure they have time to ask their questions. This will help you make sure they get the answers they need.
If you don’t ask for their questions, they may make assumptions or walk away with misinformation that could negatively impact their decision. Plus, allowing them to share their concerns, gives you the opportunity to let them know they matter to you, and you want to help them.
2. Identify Decision Factors
If you pay close attention to the questions your potential customer is asking, you’ll notice factors that are weighing in on their decision. For example, if they ask a lot of questions about pricing, they may be working with a tight budget or a large order. If they ask about turn around times and expected due dates, they may be on a tight timeline. Extremely detailed questions may reveal areas where they’ve run into issues in the past.
As you listen to their questions, look for the signs they are revealing. This will allow you to address the important factors affecting their decision. Even if you can’t meet their price point or deadline, it’s better for everyone if you identify and address it early on.
3. Build Confidence
With each question you address, you are building the prospect’s trust and confidence in your company. You are removing the barriers from their “Yes.” Even saying “I’m not sure, let me find out” or “Give me some time, and I’ll get that answer to you this week” lets them know you care about their questions and sincerely want to do business with them. Working to find the answers they need, helps your potential client get to their informed decision sooner.