Think about the words you use with your salespeople, do they directly ask your customers in the same way?
Here’s an example. One of the questions we tell our salespeople never to ask a customer directly is, “When are you looking to buy?” Of course, we need to know the answer to this question, but we need to ask it in a different way: “How do you normally change your car? Do you keep it for a certain amount of miles, or a certain amount of time?”
Let’s say the customer says mileage. “What sort of mileage do you normally keep it to?” When they say it’s normally, say, 50,000 miles, the salesperson can look at their trade-in and if it’s got 49,000 miles on it then we know they are looking to change right now. On the other hand, if it’s only got 30,000 miles or so, the salesperson can ask: “So you’re changing a bit earlier than usual this time? Why is that?”
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