My comments regarding what’s going on in the conversation are in (parentheses).
Salesperson: Thanks so much for coming
Salesperson: I’m Mary Lou Jones.
Prospect: And I’m Sharon Green.
Salesperson: Hi, Sharon Green. (Use her name as she gave it to you, and give your name in the same format.)
Prospect: I’m interested in buying a house. I’ve come here because I saw your ad in the newspaper, and I’m interested in seeing your models. However, I just want to get some quick information because I don’t have a lot of time, I’m in a real hurry. (That’s Pain)
Salesperson: So, Sharon, you’re
Prospect: I do. I just wanted to ask a few questions.
Salesperson: Absolutely! (That’s expressing some enthusiasm.)
Prospect: I have heard from some of your neighbors, some of your buyers as I walked through the community, that you are very slow in delivering the houses, and before I get too involved I wanted to be sure that if I buy a house here I won’t have to wait forever to get my home. (That’s Pain)
Salesperson: I see. So, you’ve heard that there’s slow delivery here? (Good listening and non-defensive.)
Salesperson: Oh, my goodness! I’m sorry that’s happened. So you’ve heard that from more than one person? (Express regret, but don’t make her feel bad for telling you the bad news.)
Prospect: Yes. Well, I’ve been walking around doing my homework.
Salesperson: Good for you! (That’s recognizing her effort!)
Prospect: I’ve looked at some of the older sections that you have already built and that seems to be what I’ve heard from some of the buyers.
Salesperson: So they’ve said that there were some delays, in the older sections, and that’s not good. How quickly did you want to move here, Sharon? (That’s letting her know she’s been
Prospect: I was a little bit worried about how interest rates may take a turn upward, so I kind of wanted to be in there in 30 to 45 days. (That’s Pain)
Salesperson: You want to jump on the
Isn’t it interesting how much information we get and how much Pain we can uncover if we just ask—rather than giving a lot of information about our product?
We’ll continue this conversation and analysis in the next blog post!