In the previous article we discussed the keys to needs analysis. Item #4 was to ask open ended questions. I promised an article with some open ended questions that top furniture and mattress salespeople use to reveal their customer’s true needs and wants. Please add your favorite open ended questions in the comments.
It is always a great idea to ask:
Why? If you ask this question with kindness and concern the customer will reveal their true needs. If you ask this question as if you are an interrogator you will alienate the customer.
How did you sleep last night? Gerry Morris wrote a great article on this question a few years ago.
Who will be sleeping on it?
How soon do you need it?
How do you feel about shopping for a new mattress?
How did you decide where to shop?
What kind of research did you do prior to shopping?
How will it be used?
Where will it be used?
What don’t you like about your current product?
What do you like about your current product?
What have you seen that you really like?
What did you like about it?
How much were they asking for the set?
Where do you live?
Tell me about your room
Tell me about your budget
How are we bringing the furniture into the room? This is also a trial close.
Action Step- Write down your best questions that help determine your customer’s needs. Ask the best retail salesperson you know their favorite questions to ask a customer.
Wishing You Success,
Pete Primeau, Jonathan DiPrinzio, and Gerry Morris
PS Jonathan wrote 70% of this article, Gerry wrote 29%, and I wrote about 1%.