Risk & Business Magazine Knight Archer Insurance Spring 2016 | Page 15

closer inspection, reveal no actual commitment. They contain indecisive, play-it-safe words or phrases that allow prospects (and customers alike) to avoid making commitments. Examples of “play-it-safe” language from prospects could include: • I’m inclined to place the order this week. • I believe that there’s a good chance that we will award the project to your firm. • Things look pretty good. It’s likely you’ve heard your share of statements like this from prospects. Perhaps you even considered them “buying signals.” But how much certainty can you really attribute to words like inclined, good chance, and pretty good? A simple reverse – meaning you ask a question that puts the ball back in the prospect’s court in a tactful way – can help you uncover the real meaning of these statements. For example: Prospect: I’m inclined to place the order this quarter. Salesperson: Certainly, that would be appreciated. Let me ask you something. When you say “inclined,” what does that mean? Prospect: I believe that there’s a good chance that we will award the project to your firm. Salesperson: I appreciate you telling me that. I’m curious, however. When you say “good chance,” what does that mean? Prospect: Things look pretty good. Salesperson: I’m glad to hear you say that. Can I ask something, though? When you say “pretty good,” what do you mean by that? Getting to the Reality of the Situation It may take two or more patient, tactful reverses to expose the real meaning of the statement. If Maria had done this, she would have found out that what Bert really meant was, “I’m impressed enough by what you’ve put together here to show your proposal to our CEO – and if he thinks it’s a good idea, we’ll place the order.” That’s encouraging … but it’s not the same thing as “I’m sending you the order later today,” which is what Maria’s “happy ears” heard. That’s a shame – because if she’d only gotten to the reality of the situation, Maria could have set up a meeting with Bert, the CEO, and herself … and saved the deal! The next time you hear what sounds like a “buying signal” from the prospect, avoid the temptation to make his or her words mean what you’d most like them to mean. Ask a few questions that clarify what the prospect really means, and work from there. Your closing numbers will thank you! Eric Fry is Managing Partner with Sandler Training. Prior to Sandler Training, Eric worked for a number of well-known, international organizations including Xerox and Staples Advantage while honing his skills in sales and leadership throughout his career. SPRING 2016 15