Sunday, February 21, 2016

"Hearing 'No' Can Lead To A Big 'Yes'"

In making sales presentations for home modifications or improvements, in getting appointments to make those presentations, and after suggesting solutions to accomplish those types of improvements, we want to hear our clients or potential customers tell us that what we have proposed or outlined is acceptable - we want to hear a "yes."

Nevertheless, we sometimes hear the word "no" or a similar one such as "not yet," "not now," or "not quite." As a result, we often associate hearing the word “no” with a negative experience.


Consider this, however. There are many discovery, trial closing, and final closing questions that you can pose for which the answer you are looking for actually is “no.” You are looking for them to say "no" so you can keep going with making the sale.

Confused? Keep reading.

Depending on what you’re showing them and other questions that you’re asking them, such “no” questions can signify that they are interested in what you are showing them, that they are capable of making a decision, that they’re ready to make a decision, or that nothing else needs to be said before going ahead.

You won't necessarily know that they are going to be giving you a "no" answer, but that is what you want to have happen. If you get another type of answer, rephrase and keep asking until you get a "no" response that means that you can keep going and not one that signifies lack of interest.

Types of questions that you can ask to which you would love to hear them say "no" include learning if there are other people that they would want to involve in helping them make a decision or in evaluating what you are going to propose for their consideration, if they are going to require financial assistance or help in funding the budget they have suggested or agreed upon with you, if they have been talking with other contractors or plan on doing so about the proposed improvements or aging-in-place solutions they are seeking or considering, or if they have seen a solution on TV or anywhere else that meets their needs or solves their issues as well as what you are proposing.

A great closing question that you can ask for which you want them to tell you "no" is if they have any other questions or anything else to add before you finalize your proposal and prepare it for their approval. A similar one is asking if there is anything else they want to discuss before you prepare to get started with their project.

There may be additional issues that they want to cover, and there may not. Either way, you are that much closer to a final solution and approved agreement.

When structured the right way, questions can be asked that will yield very helpful "no" responses.

____________


Steve HoffackerCAPS, MCSP, MIRM, is a licensed Certified Aging-In-Place Specialist instructor and best-selling author of universal design books. To learn about this and other programs for aging-in-place or universal design, visit stevehoffacker.com or call 561-685-5555.