My definition of a "dead end prospect" is a prospect with which you've completed your selling process, handled any objections, and, despite your best efforts at doing a bang up job selling, have reached a dead end, without any clear reason why the prospect isn't buying.
The dead-ender almost always is a result of the salesperson missing something (or several things) during the selling process. As salespeople, we should always want to know why a potential customer is removing themselves from the "potential buyer" category and placing himself in the "not a buyer" category. Usually, during the sales interaction, you're able to drill down enough to understand why.
But a dead-end prospect is one that catches you off guard, that surprises you, that hasn't given you any answers as to why he's not buying, and suddenly declares he is not interested. These are those few shocker prospects that leave you scratching your head and without a sale.
Here are my 10 favorite responses to the dead end prospect in a one-call close or big ticket retail environment [all assume that you've had a productive and positive sales interaction up to this point]:
1. "Hold it please! Let me write down what you're saying [grab a pad of paper]. What was it you were looking for today?" [This is really starting the selling process over again, and works well because in most one call close or retail scenarios, the prospect is the one that initiated the interaction with us in the first place].
2. "I'm not surprised you would say you're not interested, as lots of our customers said they weren't interested at first. But after I was able to understand the real reason why they were saying that, it created better communication between us. How can you and I communicate better about this?"
3. "What are you thinking?" [Said in an inquisitive manner not an accusatory manner.]
4. "Is it the money, is it me, or is it something else?"
5. "Hmmm. I'm just wondering what it is I'm missing here. Will you help me out?"
6. "Let's talk about it for a few minutes, would that be okay? [then be silent]"
7. "What changes would allow you to become interested instead of not interested?"
8. "John, were you interested when you called me out to your home to discuss getting a widget? Were you interested when we were talking about your need for a widget an hour or two ago? So please help me out here so I can understand."
9. [Via Brian Tracy:] As you're leaving the home, or they're leaving your retail establishment, you suddenly say, "Terry, what's the real reason you didn't purchase today?"
10. "I'm so sorry Becky! Tell me what I missed?"
If you like this post (or don't) please leave a comment.Skip Anderson is the Founder and President of Selling to Consumers Sales Training.
He works with companies that sell to consumers in
all B2C sectors to increase sales by realizing the buying potential of every prospect.
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