If your prospect says your question is silly, whatever you do, don’t ask it again!

Is it me, or are sales people not listening to prospective customers? I don't mind hearing someone's pitch, as long as it doesn't sound pitchy.  You know, when you ask the pitcher an odd question; they stammer for a minute, and then get right back to the script? Yeah, you just lost me.  This just happened when I was at a department store needing some new moisturizer. The representative asked me what I wanted, and I said I was looking for a good facial moisturizer. Then he asked me "Do you have dry skin or really dry skin?"

What?

I found this question to be silly. So I told him it was a silly question because you either have dry skin or not – how do you measure dry vs. really dry? 

He gave me some answer, but I just wanted him to move on to the sampling part of his presentation.

His product was actually pretty good. He cleansed one side of my face and moisturized that same side with his special cream and it in fact did make a difference and I bought it. Then, as any good sales person would do, he went for the up-sell and asked what kind of body lotion I used.  I told him Donna Karan – and he encouraged me to try his.  Okay. Why not? Then he took my arm and asked it.  Yes, he did.

"Do you have dry skin or really dry skin?"  I couldn't believe it!  This time, I really called him on it!  I said, "That was silly the first time you asked me, and it's even more silly now."

Is it me, am I being too sensitive to people trying to sell me?  I don't think it is asking too much to actually listen to your prospect and adapt your sales pitch accordingly.

I didn't buy the lotion.

From your totally moisturized motivational speaker, Marilyn Sherman

About

Marilyn Sherman, CSP is a Front-Row Leadership Expert helping people get out of the balcony and get a front-row seat in life. For over 20 years she has inspired audiences with topics on Visioning, Goal Achievement and having a No More Excuses attitude! Check out her fun, dynamic style at http://www.MarilynSherman.com

Marilyn Sherman, Owner UpFront Presentations - Helping people get a Front-Row seat in their life!
http://www.MarilynSherman.com
9030 W. Sahara Ave #444
Las Vegas, NV 89117
702-631-5700

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Comments

  1. Whether it was a silly question or not, it shows the guy didn't LISTEN to you — the customer! Better to simply ask, "On a scale of 1 to 10 with 10 being extremely dry, how would you rate your skin?" Enjoy being smooth and silky Ms.Motivational Speaker!

  2. Hilarious. And true. That's the danger in following a script. Glad you're silky smooth now. Are you smooth or really smooth?

  3. I'm with Colette. "On a scale of 1 to 10…"  I mean, otherwise it's like saying, "I'll see you in a little while." Okay – YOUR idea of a little while could be 3 or 4 hours. Mine could be 5 or 10 minutes. It's easy to see why we have all these misunderstandings! Either way, I hope he was appreciative that you gave him some GREAT feedback on his questioning technique!

  4. First of all, I would assume anyone living in Las Vegas is "really dry" :)  At least I would be.  I agree with Colette, the point is that he didn't hear you the first time to remember to customize his sales pitch. It's extremely important to be attentive to each customer.  I guess the product sold itself because the service wasn't top notch.  Happy moisturizing!

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