Ask, then speak

When a customer states their viewpoint on something, make it a rule to ask a clarifying question before giving them your own ideas. For example if they say, "I don't feel print advertising is right for my business." Instead of telling them that print works get more information. Ask "Why do you feel print is right for your industry?" Their answer will give you insight into their thinking. Perhaps they feel print is too expensive, you can focus on value. If they question readership you can use testimonials or audits. In addition to giving you more information to work with, asking a question rather than simply reacting to their statement, keeps the call consultative and conversational. Asking questions if less confrontational.

Keep Smiling, Keep Selling!

Thanks Jim Busch