How to Clarify Customer Thoughts

Dec 25, 2018

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.

    About SergeyBure.com

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