| In a selling situation, "How can I help you," seems | | | | where you'll have the urge to offer advice, abut |
| to be the spoken or implied question from one | | | | don't. You'll want to offer you're suggestion of |
| person to the other. Typically your prospect or | | | | how to make it better - preferably using your |
| customer will say, "I have a question or a | | | | services. If you do, your prospect will get all your |
| problem," or "Can you help me?" or "I need some | | | | wisdom; factor it into his vision; and mentally |
| information on ...." | | | | determine how you fit his world. He'll nod, but you |
| As an experienced sales person, you'll listen for a | | | | really won't know where you stand. He's in control. |
| few seconds, and think you've got it. Then you | | | | So to gain the knowledge that will put you in |
| start selling, i.e. trying to persuade the person to | | | | control say, "Well, what do you want to do about |
| buy your idea of the solution. Somehow sales | | | | it?" and listen again without formulating an answer. |
| people feel one sound-bite is all they need. It's | | | | Then take it to the next level. He'll tell you his |
| similar to "Name that tune in 3 notes." This is a big | | | | vision solution, or he'll say he doesn't know and |
| mistake when trying to establish or enhance | | | | that's why he asked you. But you can't give him |
| relationships. | | | | the answers yet, even though you've got (in your |
| Here's why. First, the prospect doesn't know you | | | | mind) the perfect solution, and/or even though |
| understand, so s/he will have continual doubt that | | | | you believe (deep in your heart) that you know |
| you really understand his or her situation. Second, | | | | what he means. You can't because he doesn't |
| as you're giving away all sorts of information, | | | | know you know. So you have to work with him |
| you're getting committed to your rhetoric, and | | | | to build-up his confidence that you understand him. |
| this will make it difficult to be open-minded for | | | | This will be your ticket to success. |
| solutions that the prospect has in mind. This will | | | | So you say, "I have some ideas, but I need to |
| cause resistance, frustration and uneasiness - not | | | | ask a few more questions. You said it was too |
| good feels for prospects to have. | | | | slow, how much faster do you want it to be?" |
| Sales people feel that by grasping the problem | | | | He'll answer and you say, "How come?" You |
| quickly and talking about solutions they'll be | | | | explore and you will get a whole new prospective |
| perceived as experts and in control. Where as | | | | about this prospects issues as he builds his |
| control is knowing what the other person is | | | | confidence in you. This will be very hard for you |
| thinking and then using those thoughts to influence | | | | because you've been trained to give your |
| him/her or run away. So to learn those thoughts | | | | commercial instantly and this makes you look |
| and be in control, ask more questions and let the | | | | creditable. But the more you hold back and the |
| person tell you. | | | | more you explore the more you'll learn, the more |
| It's good to ask, "How can I help you?" but then | | | | the person will feel trust in you and the easier |
| listen and without formulating an answer. Now | | | | your relationship will build. |
| here is the difference between what you do now | | | | Your prospect says, "It's too expensive." You |
| and what will make you extremely effective. Let | | | | say, "What price would you like it to be?" It is |
| them tell you their idea of the solution. Say, "Ok | | | | smooth and customer focus. You get to learn |
| tell me more about how you want to do about | | | | what's in the person's head and you can choose |
| it?" or something to this effect. | | | | what to do about it. You can address it, support |
| For example, you're talking with a prospect. He | | | | it, refuse it or do whatever you want with it. Now |
| says, "I've got this widget system and it's not | | | | that's control. |
| right." So you say, "What do you mean?" and he | | | | And now I invite you to learn more. |
| says, "Well it's too slow, etc." Now this is the point | | | | |