is.” (At this point, my phone rang). “Excuse me Suzie, this is an important call that I have to take, I’ll be back shortly.” (At this time Suzie should stop any question asking and begin developing a rapport with Tony until I return. After I return, the questioning/qualifying would go something like this):

Suzie: “Are you looking for yourself or someone else?”

“Ourselves.”

Suzie: “That’s great Teri and Tony, I have a few additional questions to understand your needs. Then I’ll provide you with a packet of info to help explain our floor plans, options, etc.”

How effective is your sales approach? The art of question asking is a key element in your selling success. Is your approach putting your customers on the defensive?

Here are two examples. First, we’ll take a look at the “Wrong Approach”.

As my husband’s company was transferring from California to Florida, we found a new home development which we were anxious to visit. Upon entering, we were greeted by a sales counselor whose "approach" left much to be desired.

Within seconds after entering the model home, I was interrupted by a phone call that I had to take. I exited the model and my husband was left with the sales counselor – who, as I learned later - completely overwhelmed him with her rapid line of questioning. He explained it as the “machine gun” approach making him feel as though he was being interrogated. She (the counselor) never introduced herself, asked for my husband’s name, waited for me to return or took the time to establish any rapport before “opening fire” with her litany of questions.

Here’s a sampling of her questions, delivered in rapid succession:

• Where are you living now?
• How long have you been looking?
• How many communities have you visited?
• When are you looking to move?
• Do you own a home now?
• Do you need to sell your home?”
• Do you have children?
• Do your have pets?

By this time I had completed the call and was on my way back in to the model home only to be greeted by my husband who was on his way out of the model home, motioning me to leave a business card as they could “sure use the help”.

Needless to say, we never returned to this community which we were initially so anxious to visit. And, we’ll never know whether or not this new home development would have been exactly what we were looking for.

Good Approach

Upon entering the model home, the counselor should have first introduced herself. The “better approach” could then have gone something like this:

Suzie: “Hello, my name is Suzie. Welcome to XYZ community. Thanks for stopping in today. Could I get both of your names?”

“Yes, Teri and Tony.”

Suzie: “Is this your first visit to our community, Teri & Tony.”

“Yes it is.” (At this point, my phone rang). “Excuse me Suzie, this is an important call that I have to take, I’ll be back shortly.” (At this time Suzie should stop any question asking and begin developing a rapport with Tony until I return. After I return, the questioning/qualifying would go something like this):

Suzie: “Are you looking for yourself or someone else?”

“Ourselves.”

Suzie: “That’s great Teri and Tony, I have a few additional questions to understand your needs. Then I’ll provide you with a packet of info to help explain our floor plans, options, etc.”<

ake. I exited the model and my husband was left with the sales counselor – who, as I learned later - completely overwhelmed him with her rapid line of questioning. He explained it as the “machine gun” approach making him feel as though he was being interrogated. She (the counselor) never introduced herself, asked for my husband’s name, waited for me to return or took the time to establish any rapport before “opening fire” with her litany of questions.

Here’s a sampling of her questions, delivered in rapid succession:

• Where are you living now?
• How long have you been looking?
• How many communities have you visited?
• When are you looking to move?
• Do you own a home now?
• Do you need to sell your home?”
• Do you have children?
• Do your have pets?

By this time I had completed the call and was on my way back in to the model home only to be greeted by my husband who was on his way out of the model home, motioning me to leave a business card as they could “sure use the help”.

Needless to say, we never returned to this community which we were initially so anxious to visit. And, we’ll never know whether or not this new home development would have been exactly what we were looking for.

Good Approach

Upon entering the model home, the counselor should have first introduced herself. The “better approach” could then have gone something like this:

Suzie: “Hello, my name is Suzie. Welcome to XYZ community. Thanks for stopping in today. Could I get both of your names?”

“Yes, Teri and Tony.”

Suzie: “Is this your first visit to our community, Teri & Tony.”

“Yes it is.” (At this point, my phone rang). “Excuse me Suzie, this is an important call that I have to take, I’ll be back shortly.” (At this time Suzie should stop any question asking and begin developing a rapport with Tony until I return. After I return, the questioning/qualifying would go something like this):

Suzie: “Are you looking for yourself or someone else?”

“Ourselves.”

Suzie: “That’s great Teri and Tony, I have a few additional questions to understand your needs. Then I’ll provide you with a packet of info to help explain our floor plans, options, etc.”

have you been looking?

How many communities have you visited?

When are you looking to move?

Do you own a home now?

Do you need to sell your home?”

Do you have children?

Do your have pets?

By this time I had completed the call and was on my way back in to the model home only to be greeted by my husband who was on his way out of the model home, motioning me to leave a business card as they could “sure use the help”.

Needless to say, we never returned to this community which we were initially so anxious to visit. And, we’ll never know whether or not this new home development would have been exactly what we were looking for.

Good Approach

Upon entering the model home, the counselor should have first introduced herself. The “better approach” could then have gone something like this:

Suzie: “Hello, my name is Suzie. Welcome to XYZ community. Thanks for stopping in today. Could I get both of your names?”

“Yes, Teri and Tony.”

Suzie: “Is this your first visit to our community, Teri & Tony.”

“Yes it is.” (At this point, my phone rang). “Excuse me Suzie, this is an important call that I have to take, I’ll be back shortly.” (At this time Suzie should stop any question asking and begin developing a rapport with Tony until I return. After I return, the questioning/qualifying would go something like this):

Suzie: “Are you looking for yourself or someone else?”

“Ourselves.”

Suzie: “That’s great Teri and Tony, I have a few additional questions to understand your needs. Then I’ll provide you with a packet of info to help explain our floor plans, options, etc.”

nxious to visit. And, we’ll never know whether or not this new home development would have been exactly what we were looking for.

Good Approach

Upon entering the model home, the counselor should have first introduced herself. The “better approach” could then have gone something like this:

Suzie: “Hello, my name is Suzie. Welcome to XYZ community. Thanks for stopping in today. Could I get both of your names?”

“Yes, Teri and Tony.”

Suzie: “Is this your first visit to our community, Teri & Tony.”

“Yes it is.” (At this point, my phone rang). “Excuse me Suzie, this is an important call that I have to take, I’ll be back shortly.” (At this time Suzie should stop any question asking and begin developing a rapport with Tony until I return. After I return, the questioning/qualifying would go something like this):

Suzie: “Are you looking for yourself or someone else?”

“Ourselves.”

Suzie: “That’s great Teri and Tony, I have a few additional questions to understand your needs. Then I’ll provide you with a packet of info to help explain our floor plans, options, etc.”

is.” (At this point, my phone rang). “Excuse me Suzie, this is an important call that I have to take, I’ll be back shortly.” (At this time Suzie should stop any question asking and begin developing a rapport with Tony until I return. After I return, the questioning/qualifying would go something like this):

Suzie: “Are you looking for yourself or someone else?”

“Ourselves.”

Suzie: “That’s great Teri and Tony, I have a few additional questions to understand your needs. Then I’ll provide you with a packet of info to help explain our floor plans, options, etc.”

“OK.”

Suzie: “In your selection a new home, what’s the most important factor in the decision making process?”

“Location.”

Suzie: “Does this location meet both of your needs?”

“Yes.”

Suzie: “Aside from location, what else is important to you?”

“The layout”.

Suzie: “When you say layout, could you be more specific?”

“Yes, open concept is very important to us.”

Suzie: “Is there anything else?”

“Yes, a large lot.”

Suzie: “Do you live in the area now?”

“No.”

Suzie: “Where are you currently living?”

“California.”

Suzie: “What brings you to Florida?”

“Tony’s company.”

Suzie: “Oh, that’s wonderful, we’re glad you’re here. How about time frames, how soon are you looking to move?”

“Provided we find what we’re looking for, we’re ready to make a decision now.”

Suzie: “Thanks so much Teri and Tony, for helping me help you. I’d like to make a couple of suggestions. Based on the information you provided, I’d like to recommend you spend some time looking at our Sunburst model. It has a great ‘open feel’ concept. I feel it would meet all of your needs. And, it comes in various elevations. Another benefit to the Sunburst is that we have a model which is just about completed. And, the best part of all - it’s located on a double sized lot. Of course, I encourage you to look at all of our models and welcome your feedback as that’s important to us. I’ll be available to answer any specific questions you have when you've completed your tour.”

Can you feel the difference in these two approaches? In any sales and communication setting it’s important to help create an atmosphere of comfort and interest. Please take a moment to review your everyday approach. It could be costing you sales.