How to Interrupt a Long-Winded Customer

We’ve all been there before; they just don’t stop talking. Now, this is positive as we can use their information to populate our factfind and figure out their needs and objectives. It’s also distracting, not a good use of time and quite tricky. So we need a way of interrupting them, to steer them to the conversation we want. Here’s how: You interrupt “Sorry to stop you there…”, “Sorry to interrupt…” Then immediately summarise what they had been saying. “Let me see if I’ve got this right…” “Let me recap…”…

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10 Factfinding Tips

If you’re in the business of factfinding or exploring the needs of your customer before you give them advice or a recommendation, here are ten quick tips to use as an MOT or checkup: Focus on your non-verbals – your eye contact needs to be strong or appropriate for the customer, open body, gestures when talking. Use your head when listening – tilt your head to show interest, raise your eyebrows to signify curiosity. Freewheel first. Ignore your scripted questions on your factfind to start with. Just ask a solid…

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It Seems Like You…

It seems like you... What's your talk ratio? When you’re selling that is. Is it 50:50? Or do you talk more. It really ought to be skewed more to the customer talking if you’re in explore mode and here’s a neat tip to help. Rather than keep on questioning, use the “it seems like you...”. Pause and wait for their response You'll be amazed. In explore mode, you should be operating at Parato’s law 80:20 - that's you speaking at 20% by the way.

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