How to Clarify Customer Thoughts
Customer’s knowledge and experience have a unique nature and can be significantly different from ours.
Often, we hear from our customers:
- Your solution is expensive
- It’s too long to wait
- I prefer high quality things
- Your terms don’t suitable for me
- I have to think
- And so on
Hearing those we recall our knowledge and experience to make a conclusion. We sow a wrong conclusion to reap a deep objection.
Stop doing such things. Customer’s knowledge and experience have a unique nature and can be significantly different from ours.
In this way it is crucial to understand a genuine customer’s viewpoint.
So, we shall clarify the message which our customer expresses to us…
…by clarifying customer’s thoughts:
Customer: Your solution is expensive
We: Could you please clarify that do you mean “it is expensive”?
We: What do you compare my offer to?
Customer: I prefer quality things
We: Could you please clarify that do you mean “high quality things”?
We: What do you compare my offer to? What are high quality things for you?
Customer: I have to think
We: Could you please clarify that do you mean “I have to think”?
We: What suits you? What doesn’t suit you?
Summary
So next time when you negotiate, present an idea, discuss a solution: always clarify a genuine customer’s point of view.