In class we talked about the problem with unasked questions, and I found myself thinking more deeply about this so I’d like to touch on a few major problems with unasked questions.
- Deflects attention and interest away from core issues
When you are the seller and you do not engage with the buyer about their wants/needs they feel as if you are uninterested or simply do not care. This problem is first on the list I think because it is easily done. After a long day at work sometimes you could care less about another buyer’s want, but this is crucial, staying focused on the goal and being sincere with your customer is not only the ethical thing to do but also the moral standard.
- Does not connect to main pain
- Means that you are no longer thinking about the prospect’s stated needs
- Introduces possibility of confusion
The three issues stated above I like to think of in this scenario. This is a real experience I’ve had.
I am at the counter about to make a purchase at a well-known skincare company for a few essential products I was in need of. There are three other women standing in line behind me. I was nineteen at the time and the saleswomen seemed to be uninterested in my purchase or maybe just uninterested in me, as it seemed to be. And I had been reading off a few of the products from my list as she scrolled through her iPhone. She did not make eye-contact with me the entire time, and even said, “Just one moment” as she stood on her phone directly in front of me and three other customers waiting behind me. As a young girl, I was aware of her poor salesmanship and this experience I will always remember.
- May delay buying decision
- May artificially give the prospect reasons not to buy
It’s important to be authentic and not artificial with your customers. Even though for them, the customer, it’s a one-time personal relation they had that day and for you they may have been one in a hundred people you sold to, but think of all the lives you had a part in that day. By being authentic, you showed all those customers a positive, authentic experience and now they are more likely to come back.
BoweryJE22
Hate to stereotype, but makeup counters often have poor quality service. Unless you have a rare and wonderful experience of a fabulous and helpful salesperson at a counter. Nevertheless, you’re spot on about being authentic with customers!