Killer Questions

Written by Renee Walkup, Growth Consultant, Keynote Speaker, and Author of

"Selling to Anyone Over the Phone" with over 20,000 copies sold

The second type of "killer" questions are the ones I'm going to include here. The "killer" probes that are so offensive that the customer arrives DOA after hearing the questions. Unfortunately, many experienced salespeople will justify WHY they ask these questions. I hear it all the time . "Yeah, but, Renee, if I DON'T ask that (fill in the blank) question, I'll never get the sale because...yada, yada, yada..."

Totally inexcusable. Asking killer questions assume the customer is stupid. The customer didn't see the manipulation coming. And worse yet, that the  sale relationship isn't compromised, when in fact, it's just been murdered. BY an unsuspecting, yet well-meaning salesperson.

How do you know if YOU are guilty of asking killer questions. Read on, and if you have one or more of these offensive questions in YOUR repertoire, stop, NOW! Here are the top 3 that are most offensive:

Killer Question #1: "What do you know about us?"

If the customer has half a brain, he/she will say, "Is this a test?" Customers like to be put on the spot about as much as you like to hear the word, "no". The customer may know a lot, a little, or nothing at all about your company. I've always wondered why salespeople would ask this question and finally found out that there are two reasons why any intelligent salesperson would ask this question, effectively alienating a customer from the beginning:

Either:  A technical person who owns/started the company feels it is important to know what everyone thinks of them, or

It's a bad habit once learned by an opportunist with a (fill in the blank) MBA, PhD, or other "credentials")  who has NEVER effectively carried a sales bag and doesn't know how to sell--just how to tell everyone else how to. (There are a lot of these people out there.)

If anyone were to ask most decision-makers that question, they'll either respond with "You tell me", or "Why should I take the time." Or, if you get a customer who has heard this question once that day already, he may say, "If you have to ask me that question, I probably know more than you about your company."

Solution: Don't put your customer on the spot. If you've been told this is a warm-up question, go to my website at: www.salespeak.com and look over newsletters that cover "High Value Qualifying Questions" for more intelligent ideas.

Killer Question #2: "What will it take to get your business?" This is one of the most manipulative questions of all time. Are you willing to give up anything--from a non-ethical sale to shaving margins, or stealing, in order to close the business? If your answer is "no", than why ask? You have now reduced your professionalism to zero by admitting that you are so desperate for a sale that

you are willing to compromise anything to close.

Solution: Work through your sale using your consultative sales process (more ideas at our website, too) and never ask this question.

Killer Question #3: "Can I call you in two weeks?" This is what I refer to as the "two-week disease." What is so special about following up in 14 days? Maybe that's good for the salesperson, but it's not necessarily effective timing for the customer. In two weeks, the customer may be in Spain, on maternity leave, or the sale can be gone!

Solution: Instead of dictating the follow up time frame, ask the customer, "When is the best time to get back with you on this?" See what she says. The answer may surprise and delight you! If it's longer than you think, that's ok. At least you aren't wasting everyone's time by calling too frequently (remember--"persistent or pest"? It's in my book.)

So now that you know how to avoid the customer killer questions, focus on the ones that are most effective so you WILL get the sale!

(c)Renee Walkup, All Rights Reserved, www.salespeak.com, 678 587-9911