The Types of Questions Your Customers Are Tired Of Hearing

Not long ago we were having a training session with one of our clients as we worked through a small portion of our NeuroQuestioning Program.  It’s a program designed to help sales professionals and customer service individuals learn and understand how the brain reacts to specific questions when asked.  One exercise we have everyone work […]

The Question To Finish All Conversations

Sometimes, one question can change the entire dynamic of a conversation by eliciting information that otherwise would have been left unsaid or missed.  If you have ever heard the statement, “Finish Strong” then this particular article will apply well to you. In my years of teaching questions inside both Customer Support and Sales Teams, so […]

The One Question to Ask When Your Prospect Says “No”

Have you ever had a prospect say “no” before you even explain who you are and what you do?   Saying no, especially if they did not initiate the conversation, is human nature.  Most of the time they don’t even know what they are saying no to.  Typically, an instant “no” happens because you are […]

The GOOD Question Killer

Have you ever found yourself in a moment where you incorrectly judged a situation because you chose not to be curious?   Yep, me too.  I have also learned that prejudgment can come at a cost.   I remember a few years back I had a young woman interviewing for a telemarketing position at my old […]

What is a “Good” Customer Question

Let’s start by identifying what a “Good” customer question is…  A “Good” question is effective at getting information that helps steer the conversation where you want it to go and also shows the recipient that you understand them and/or their goals/challenges. A few weeks back our firm was in the process of selecting a new […]

A Janitor and The Class Reunion

If you could… would you go back to high school? I’m not sure of your experience, but I wouldn’t go back even though I enjoyed those formative years. Fortunately, there is the historical tradition of a class reunion that allows all of us to see old friends, tell stories, and reminisce about the good, the […]

Barriers: Don’t Fear the Orange Barrels

I remember years ago driving home to Ohio with my family after a beautiful vacation in Hilton Head, SC. The music was playing, the windows were down, everyone had their nice bronze tan, and we were cruising along as we entered the mountain phase of the trip. Suddenly, I look up and there it was […]

Objectives – The 6:00 AM Question!

Mastering the Customer Conversation Have you ever asked yourself a simple question? What does my customer think about every day at 6:00 AM when they are getting ready for or driving to work? How many of us have those sleepless nights where we keep running over all the things we have to do in the […]