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This is the fourth podcast in a series on how to use questions to help you persuade. In this one, however, I urge you to go beyond questions to produce a persuasive conversation that flows.
The Art of NOT Asking Questions
The most efficient and effective sales call I ever conducted took place in a boardroom in Atlanta where I met with the SVP of Worldwide Sales and several of his direct reports. I had barely set the stage with my value proposition when he cut me off: “Let me tell you what I want”, he said, and launched into a 60-minute soliloquy about his sales force and its struggle to adapt to a changing market. My participation consisted mainly of nodding, interjecting an occasional probe, and trying to take good notes. By the time he was done, George had answered every question in my sales call plan, I had checked off every one of my call actions, and we struck a deal on my largest sale to date.
If there is such a ratio as revenue per word spoken, it was easily the best sales call I’ve ever made. It flowed from start to finish, and the best part was, the sale was completely the customer’s idea! It reminded me of Napoleon’s advice to “Never interrupt the enemy when he is making a mistake”, except in this case it’s “Never interrupt the buyer when they are selling themselves.” By staying out of his way, I let George have my way.
That call was extreme, of course, but it is definitely worthwhile to strive to talk less and sell more. Good salespeople accomplish this by asking more questions; great salespeople do it by asking fewer but better questions, and by going beyond questions to achieve a similar flow.
How does achieving that flow help you sell? First, people like to talk about themselves so once you get them started, you may create a momentum of self-disclosure which can produce broader and deeper insight into their needs. Second, people like to feel important, so by being in charge of the conversation (or at least feeling like they’re in charge) can make them feel good. Finally, when they tell you the story you want them to hear, they own it, and they’re much more likely to stick to their commitments.
How to encourage conversational flow
Conversational flow doesn’t just happen; you can stimulate your customer’s willingness to talk by what you do before and during the call.
Before the call
Avoiding too many questions during the call does not mean skipping questions altogether during your preparation. The research and planning you do will help earn the customer’s trust without which they won’t open up. Besides, it’s the only way to know if the customer’s conversation is producing the answers you need. By knowing what you need from the conversation, you will have all these mental hooks on which to organize the incoming information.
It also does not mean that you should strive for a stream-of-consciousness type of flow, in which you get the customer to talk about anything that enters their mind. The most effective sales conversations have a particular structure—even if it’s not obvious. That flow is the SCR story structure: They begin by describing their situation, bringing out their conflicts, and arriving at a resolution.
During the call
There are two general ways to encourage the customer to take control of the conversation and run with it. First, you motivate them to talk and set the frame by carefully planning your call opening, and then you use following and reflecting skills to encourage and nudge the flow.
The first few minutes of the sales call are crucial to achieving conversational flow. Your goal is to get the customer eager to talk about what you want them to talk about. For this, you have three tools: value proposition, action, and agenda.
Your value proposition and action together deliver the lean communication imperative of ATQ: Answer the Question. In every meeting, the customer/prospect wants to know: “What do you want me to do, and why should I do it?” By being very upfront about it early, you dispel suspicion and jointly agree on the reason for the meeting. In the unlikely case you’re wrong, the customer will let you know immediately and you will have an opportunity to reset or pivot as necessary.
If the value proposition and action together set the destination, your written agenda is the road map that structures the conversation. In most cases, you’re going to be very explicit, even to the point of enumerating and explaining the agenda items and offering to add any issues they might have. I would estimate that a third of the calls I go on, I rarely need to use direct questions, because the customer sees the logic of the structure and willingly participates.
Even if the customer takes control and follows their own agenda, your effort hasn’t been wasted. When George began talking, I did not interrupt him; I simply slid my agenda across the table. He absent-mindedly straightened it out in front of him and kept talking—but within a couple of minutes, it became obvious that he was glancing at it and following the points I had prepared.
As the customer talks, you should strive to “get in front” of the conversation and simply nudge it in the right direction, using standard listening skills of encourages, probes and reflections. Try to be as non-disruptive as possible—don’t ask too many questions, and avoid leading questions that reveal an ulterior motive.
As Harry Truman said, it’s amazing what you can accomplish when you don’t care who gets the credit. When you achieve proper flow in a persuasive conversation, the other person will take credit for the idea, and that’s exactly where you want to be!
