Is "Assuming The Sale" Manipulative?

Originally Posted by Wonderboy It seems to me that when you start asking questions of the prospect such as "Would you like that in blue or black?" without even first ascertaining if he wants your product at all, then you're manipulating which I think is the major reason for returns.

I don't think manipulation is happening in great enough numbers to be the major reason for returns. Buyer's remorse brought on by incomplete and/or poor decisions are more abundant and account for a bulk of returns.

Originally Posted by Liberty I don't think manipulation is happening in great enough numbers to be the major reason for returns. Buyer's remorse brought on by incomplete and/or poor decisions are more abundant and account for a bulk of returns.

I agree - Very Good comment Liberty

Originally Posted by Liberty I don't think manipulation is happening in great enough numbers to be the major reason for returns. Buyer's remorse brought on by incomplete and/or poor decisions are more abundant and account for a bulk of returns.

I guess a survey would be in order (a good question on the survey would be whether the rep explained the product or service properly along with other questions).

I always ask the customer this simple question to gauge if they are serious about buying "today" or not.

"So how would you like to pay for todays purchase, cash or credit?"

It amazing how much information I get from this simple question.

I honestly do not think it is manipulation.

I think asking such questions such as "what color would you prefer" is more assuming. It is a fine line though, I recognize that.

I think manipulation is a key part of the salesperson's most powerful tool - control. I think just going all out and asking the question is assuming, but if you do it in a manner that is not threatening, it is manipulation. Example.

So, Susan, before we move further, let's discuss the possible colors that the widget comes in. I see you are partial to blue, so can I assume that you are looking for another blue one or are you ready to move onto a red?

Remember, control with permission is usually manipulation.

Originally Posted by Ed Callais Remember, control with permission is usually manipulation.

Why is that manipulation?

If you believe in the selling process, asking questions cannot be construed as being manipulative IF "you've earned the right" (to ask those questions).

The implication being that you've established certain criteria before "dropping a bombshell question". As an illustration, there's not much point in asking closing questions if the suspect is going Chapter 11 ...

Clearly, you need to set the baseline by qualifying fastidiously.

As a newbie, I remember calling on a company near Brockville, ON. While I pressed to learn about his company, this character was literally cleaning his teeth with my business card! I pushed back from my line of probing and asked, "what does this company sell, a product or service?" To which he responded a product. I asked, "and how do your customers find out about your products?" To which he responded "my sales force". I emphatically asked, "what would your P&L look like if ALL of your prospects treated your sales reps like you're treating me ... I mean, you don't know if I have gold for $20.00 an ounce in the trunk of my car!"

A harse reaction to a rude person but I made my point because he couldn't have called me back if he'd wanted to (having chewed my business card to oblivion)!

The point is, Sales Reps have a job to do: selling a product or a service. We do this by asking questions, the answers to which advance us along the selling cycle. If we're asking the right questions and listening for the response, we're doing our jobs.

It's not manipulation if we're doing it right and a good prospect realizes this and respects good sales people for doing their jobs.

Good luck & good selling!
Pat

Pat I'm loving reading your posts. They are packed with helpful information.

Originally Posted by OUTSource Sales The point is, Sales Reps have a job to do: selling a product or a service. We do this by asking questions, the answers to which advance us along the selling cycle. If we're asking the right questions and listening for the response, we're doing our jobs. It's not manipulation if we're doing it right and a good prospect realizes this and respects good sales people for doing their jobs.

I agree, Pat. There's nothing more valuable than high level investigation skills to a sales professional because it leads to a rich understanding of the prospects needs and desires.

And I think what puts more prospects off than salespeople questioning is salespeople presenting too early before they fully understand the prospects issues, or even if there are any issues. That gets propsects rolling their eyes.

Like Marcus, I'm enjoying your posts also.

Originally Posted by Wonderboy It seems to me that when you start asking questions of the prospect such as "Would you like that in blue or black?" without even first ascertaining if he wants your product at all, then you're manipulating which I think is the major reason for returns. Anyone have first-hand experience at this or have any further thoughts?

It's cheap and shallow -- does nothing to determine
immediate and inner needs and concerns of the prospect.

These two issues are essential to being viewed as a
trusted advisor rather than a salesman.