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| Don't Sound Pushy - Use a Buffer! |
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Last Updated
18th of January, 2011
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In order to do our jobs well, professional salespeople need to ask a lot of questions. The interview process is where we really provide value to our client. Only through our questions can we get their needs and desires out on the table. Our questions help them to articulate what they don't like about their old vehicle and what the new one has to do particularly well. We help them to feel the strength of their need for a change in vehicles. Through our questions we demonstrate to them that we have a thorough understanding of their situation, lifestyle, and needs. They can then feel confident that the vehicle recommendation we provide is a good one - a recommendation they can trust. Buyers need a strong interview process to help them make a good buying decision.
A good interview has lots of questions and if they are asked in a rapid fire method the customer can feel like it is a bit of an interrogation. We don't want our interview to sound like that. We also need to ask some sensitive questions around budget in order to make the best product selection. Sometimes salespeople do an incomplete interview because they don't want to seem too nosey. The result is a more difficult job throughout the entire rest of the buying process. This is why we need strong language skills to take the edge off some of our questions.
Introducing: "the buffer".
Buffers are those little phrases we tack onto the front part of a sentence that softens our language and lets the client know that we are not pushy or nosey. Here's an example you could use with a co-worker: "There's a long piece of toilet paper stuck to the bottom of your shoe." Now with a Buffer: "I don't want to embarrass you but there's a long piece of toilet paper stuck to the bottom of your shoe." Notice how the Buffer: "I don't want to embarrass you…" softens what we need to say. Ok so no more toilet humour.
When you need to ask a sensitive question or take the edge off a suggestion you are making try these buffers:
Examples of Buffers before questions:
I was just curious…
I hope you don't mind me asking…
May I ask…
Have you ever thought about…
I don't mean to pry…
I'm just wondering…
Examples of Buffers before suggestions:
I'm not sure if this would work for you…
I have an idea you might want to consider…
I hope you don't mind me suggesting…
Maybe this would help…
If you thought it was a good idea we…
Let me know if you don't think this would work…
You might want to give this some thought…
Buffers are powerful little phrases that help to move things along, give your client more comfort with answering questions, and help them to feel that you are genuine and caring. That helps you by helping more prospects progress further in the buying process. Ultimately more prospects becoming customers.
May I make a suggestion… use more buffers.
ISI/PAL Automotivaters is a Canadian company celebrating 22 years of helping dealerships increase volume and profit through training, coaching, and accountability systems. Our clients range from single dealerships of all sizes to dealer associations and entire dealer networks in Canada, USA, New Zealand, Australia, the Philippines, Indonesia, French Polynesia, and Asia.
See us at: www.automotivaters.com
Copyright © 2010 by ISI/PAL Automotivaters Inc. If you share this, print it out, or reproduce it in any way, please retain this copyright statement.
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