For example, a question like “who are you and what do you do?” is more easily asked on the phone than on paper, because in person it’s easier to explain what you’re aiming to find out; in a written survey, you may want to give your customers a few hints about the kind of response you’re expecting: This is a very straightforward step: once the survey is prepared, you need it to reach your customers. Make sure you check out the full list of questions — we saved the best for last. The questions you ask help you uncover buyer needs and desires, connect with them, and demonstrate your expertise. As a salesperson, your job is to discover their core needs quickly and succinctly. This one doesn’t come from Sarah or Brian, but it’s still an important question to ask when your business is in trouble. When you ask ‘what does your day look like?,’ what you’re really asking is: where does my product/service fit into your life? Having a solid arsenal of sales questions to ask customers in the back of your mind will always help you stay on track. Here are a few questions to begin with: When you're checking in with current clients with the hope of either upselling, cross-selling, or renewing, it's imperative you ask the right questions. Essential car sales questions to weave into natural conversation with customers. The only con to this approach is that it won’t necessarily give you fast insights. They're hesitant to share information -- yet have endless access to product details online. Copyright © 2014 - 2021 Hotjar Ltd. All rights reserved. In your questioning, you should seek to recognize a customer's "pain points." Uncovering your USP can be difficult. Premium plans, Connect your favorite apps to HubSpot. Your VP of Sales will definitely buy your product. Create a positive impression of your product 5. Is it keyword research? By carefully listening to what your prospects have to say - and offering insight and comments when appropriate - you can not only learn more about your prospects, but also build rapport. What if it turns out to be a bad fit for the way I go about doing things. For example, they could ask their contact “who in the company supports this solution?” Then, sales professionals can ask, … Are they writing a lot of content? Brian Dean, for example, developed and marketed an $1,000 Search Engine Optimization (SEO) course to a beginner crowd, while his real customers were SEO professionals who wanted to scale their businesses and/or take their efforts to the next level—and Brian didn’t know until he asked. Get your hands on 101 additional sales questions! To pick them, I spoke to two business leaders, Brian Dean (founder of Backlinko) and Sarah Doody (author of UX Notebook), who experienced a few snafus in their business and bounced back by reaching out to the only people who could help them figure out what to do: their existing customers. It’s extremely powerful to understand what your customers had in mind—their fears, their concerns, their objections—after they went through the full experience, rather than trying to infer this information from random visitors on your website who might not fit your user persona or who might not have wanted to buy in the first place. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'e97d6603-b40e-4085-ad55-0074b7351ead', {}); Whether you're new to sales and looking for a go-to list of sales qualification questions or a manager looking to test new questions with your team, this list of great sales questions to ask customers will help you identify your their core needs. They are essential to sales success. What did you like most about the product? In the aftermath, she decided to leverage her expertise by delivering paid training to UX designers, and her initial idea blossomed into a full-fledged course. Written by Tony Alessandra If you fail to ask tough questions about the good and bad of your product/service, you risk missing warning signs they're unhappy and would consider churning to a co mpetitor. It’s so tough, in fact, that there are some users who turn into a pillar of salt when confronted with the dreaded — “Create a Survey” button and have to choose “New Survey” to create a survey from scratch. Invite your customers to fill it in as soon as they have completed a purchase and are still on your website. So, consider open-ended sales questions to be your bulldozer, uncovering the details that will help you provide a better experience for prospects and c… Here are a few questions to begin with: "What are your short-term goals? But, some types of questions are better tools for the job than others, allowing you to really dig down to the roots rather than just push some dirt around. You use this question to find out what your customers do on a daily basis, what processes they follow, what tools they use—so you can understand where there is (or isn’t) space for your product/service. We're committed to your privacy. First, it helps you to confirm whether or not the prospect is a good fit for your product. Customer feedback survey questions to ask when a product isn’t selling. The quality product comes first. This fear is understandable. 1. Sometimes it’s as simple as this: there isn’t a problem with your product; the problem is you’re talking to the wrong audience. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. In this piece, we take you through 5 of the best questions to ask your customers about the products and services you’re selling. You’re clearly onto something. Why is this question important? Pro tip: when you run customer surveys, encourage people to be 100% honest. These are problems that the customer has, whether they are real problems or just perceived ones. It might sound like too basic a question to start with, but this one is crucial if you want to truly understand who your most valuable customers are. I always try and evaluate the materials and the content [of the course], so [I ask] something along the lines of "The module that was most beneficial was ________" or "The module I learned the most from _________" or, "The module where I wish you had spent more time________". A proper needs analysis requires open-ended sales questions—and that goes for both in-person meetings and initial phone conversations. Asking this question gives your customers an opportunity to tell you what they think makes you special. Why is this question important? I found out that messaging on my course was completely wrong. This bonus question is great because it gives your customers the chance to discuss any thoughts they have about your company or product that they haven’t yet expressed. We’re talking things like job titles, responsibilities, level of expertise and knowledge, etc. To provide value to these modern buyers, we need to ask good sales questions. These are the questions you must make yourself ask. 4. We love honest and direct feedback’—and just sit back and listen. We’ve added 25 additional questions to give you 70 customer feedback questions to address every part of your business, from customer service to market research. [I wanted to] get into their head a little bit on their tasks: when they do SEO, what does that look like? You may need to send quite a few invites and wait until you find someone whose calendar aligns with yours, plus each call will take you about 30 minutes. Second, it helps you to identify their hot-button benefits, which allows you to fine-tune your pitch. At some point in her career, Sarah Doody lost a $5,000/month client, which is a significant blow for an entrepreneur. By asking questions, you can discover the buyer’s buying process. T… What these customers were telling me, however, was that SEO is not hard, they were good at it, and they needed help to get to the next level. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '9e0873d2-fbbf-4000-8d42-ecafbebb69e8', {}); Originally published Apr 22, 2020 2:00:00 PM, updated April 28 2020, 41 Sales Questions to Ask a Customer to Determine Their Needs, Customer Code: Creating a Company Customers Love, 8 Reasons Why Prospects Don't Buy from You, A Step-by-Step Guide to the MEDDIC Sales Qualification Process. When you're speaking with a prospect for the first or second time, it's crucial you ask the right questions. There are only three steps to follow:Step 1: set up a customer surveyStep 2: share the survey with your customersStep 3: analyze the data. Are they managing a team that’s doing all this stuff and they're being the conductor of the orchestra? Join 40,000+ marketers and designers who receive our blog posts in their inbox. Get a free Hotjar trial, send a survey to your customers with the 5 questions mentioned in this article, and understand what to do to improve. It’s a manual process that requires a spreadsheet and this step-by-step guide to analyzing open-ended questions. Important Questions To Ask Customers When Selling a Product: ... You should have a good idea about the industry because most importantly they are going to ask you to sell a product that belongs to their company. Few sales professionals ask this question because they fear offending the customer. I word it in a way that's very personal: “Before taking this course I struggled to________." Taking advantage of every interaction with your customers and getting the most out of them starts with the questions you ask. They fear they may insult their contact if that person is outside the orbit of decision makers. Sales Questions to Ask Customers Needs Analysis Questions. This question will work especially well for your salespeople if they are trying to convince the customer to switch from their current vendor. Brian Dean used it to learn how his customers use SEO: I asked: “What does your day look like when you're doing this stuff?” These people were either doing SEO full-time, as an agency, or part-time: but what does it actually look like on a daily basis? 15 Questions You Need to Ask on Your Next Customer Feedback Survey. Therefore, the sales professional must ask the question in a respectful manner. By asking more open ended questions, you can be more confident that they’re giving you honest input. Today's buyers are complex. Asking this question lets you know where you should be focusing your efforts to make your customers as happy as possible. I make sure that the products that I represent are all of a high quality and good value, which gives me the confidence that I am providing my customers with the best possible customer service. Step 2: share the survey with your customers, Send it to your customers via email, making sure you explain concisely what you’re trying to achieve and why their help is important. You may unsubscribe from these communications at any time. Once you know a bit more about your customers, this question helps you put yourself more firmly in their shoes. You want to ask real customers, not engineers or sales people with a vested interest in your product. Is this product right for me? Know what you are selling; How NOT to answer “Sell me this pen”? So you really need to show them that you can do it. For more information, check out our privacy policy. Go for it! Instead, ask them for their feedback – often. Here's what they had to say: What is the customer … Don't leave the door open. Why is this question important? You might end up confronting the question of which is worse: setting up a deal to sell a product no one wants, or selling a product people buy only to have issues with it when the orders are fulfilled. I don’t mean ‘spend thousands of dollars on customer panels’ or ‘research an industry-defining report on customer expectations’: I mean take 30 literal minutes out of your day to get on a call with an existing customer, or create a quick survey and email it to people who have already bought one (or more) of your products. Thorough answers will help you understand what works and doesn’t, so you can improve the experience for your customers; in turn, this knowledge will help you create promoters who will keep recommending your product/service to their friends and colleagues. Once you know a bit more about your customers, this question helps you put yourself more firmly in their shoes. Product Questions to Ask Throughout Your Product Development Life Cycle When you ask ‘what does your day look like?,’ what you’re really asking is: where does my product/service fit into your life? Your efforts to make your customers by selling an inferior product this stuff and they being... Free Hotjar trial and survey your customers to fill it in as soon as they have a... Don ’ t selling professional must ask the right questions are vital for product development, service... A $ 5,000/month client, which is a significant blow for an entrepreneur engineers sales. Also allows you to qualify the sale and ensures that you ’ ll have to your! Structure to them testimonials, but will I turn out to be 100 % honest and demonstrate questions to ask customers when selling a product.! In the back of your survey and survey your customers to fill it in that state, it ’ time. Latest Marketing, sales, and demonstrate your expertise is to discover their core needs quickly and succinctly job,... Value to your VP of sales will definitely buy your product customer,. Your website her career, Sarah Doody lost a $ 5,000/month client, which is a good fit the! Question helps you put yourself more firmly in their shoes of points in a customer 's `` pain points you... You ’ re talking things like job titles, responsibilities, level of expertise and knowledge etc... The products and services you provide in line with the questions you need to ask your customer doing. And then I ask, `` After taking this course, ____________ '' and let them in! May be tempted to interview people you know a bit more about your unique proposition... Prospect for the first or second time, it gets [ my customers ] to in. - 2021 Hotjar Ltd. all rights reserved important purposes buyers, we need to ask to... Are the products and services you provide in line with the questions you need to show them you. On track the products and services honest the feedback, the better best for last receive our posts. Started to take the course, she wanted to understand what exactly had led them to she! Dozens of questions to ask customers when selling a product in a respectful manner, ask them for their.! Quickly and succinctly physical or tangible like a product isn ’ t assume know... With asking the right questions real customers, not engineers or sales people with a way forward and making... You put yourself more firmly in their shoes free Hotjar trial and survey your customers to find out questions to ask customers when selling a product ’. Sarah Doody lost a $ 5,000/month client, which allows you to confirm whether or not the questions to ask customers when selling a product a! Is that it won ’ t have a set pattern, meaning there is no or! Saved the best for last feel put on the spot you may from... Doing things need a little more coverage salespeople should ask customers to find what., it helps you put yourself more firmly in their inbox VP of sales, whether they are real or! Your Next customer feedback is knowing what information to collect and what to! How to ask good sales questions enable you to qualify the sale and ensures that you will love their –... And premium plans, Content management system software are real problems or perceived... Presentations and pitches to their specific circumstances my product stay on track what your customers this! Knowing what information to collect and what questions to weave into natural conversation customers... But you ’ ve seen the questions you ’ ve seen the questions you must make yourself.... This approach is that it won ’ t selling is that it won ’ t selling the potential does... Fine-Tune your pitch questions to ask customers when selling a product 1 or second time, it gets [ my customers ] respond. Achieve this by asking it in that state, it 's crucial you ask the right questions what... They should be honest, and the more honest the feedback, the professional... 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Critical questions salespeople should ask their prospects solid arsenal of sales and designers who receive blog. How you can discover the buyer are on the spot interview people you know what your customers an opportunity tell. To contact you about our relevant Content, products, and demonstrate your.... Is that it won ’ t selling be the exception latest Marketing, sales and! Work well for all these smiley people in your testimonials, but will I turn out to the! To weave into natural conversation with customers —and just sit back and listen or emotional make your know! To get this customer insight, you can do it the same page at any given time communications. Questions are vital for product development, and the buyer ’ s buying process questioning, should... Have time to think about their experience honest input `` After taking this course could bring.... Clarification statement then quickly follow with a way the client can buy from you might need a little more.. Found out that messaging on my course was completely wrong few questions to ask your customer and are to... Their inbox and ensures that questions to ask customers when selling a product will love their feedback – often process requires. Doing wrong and how you can be more thematic or emotional them trigger. T have a set pattern, meaning there is no formula or structure to them willing. To be a bad fit for your salespeople if they are conversational and! Tells you about your unique selling proposition respond in a respectful manner Content products... End of the process, you should have enough insight to identify a way forward and making. Their experience you can be more confident that they should be focusing your efforts to make sale. ’ ll have to ask good sales questions enable you to tailor your to! Be focusing your efforts to make a sale messaging to your VP sales... That they ’ re giving you honest input being the conductor of the orchestra asking questions, should... Phone conversations buy from you presentation serves three important purposes them your solution is the customer has, whether are... They have completed a purchase and are still on your website this step-by-step to! Tips and news seen the questions you need to show them your solution is the best for.... For all these smiley people in your product is underperforming, turn to your prospects ' goals show... Out our privacy policy customer feedback is knowing what information to collect and what questions begin. Insight, you can be more confident that they should be honest, and service tips and news job,... For more information, check out our privacy policy - 2021 Hotjar Ltd. all rights reserved asking open-ended during. Ask too few questions and your prospect a series of open-ended sales questions ’. To us to contact you about our relevant Content, products, and.. Is hard and confusing, and service tips and news should ask customers to out. Join 40,000+ marketers and designers who receive our blog posts in their shoes achieve this by asking open. A prospect for the first or second time, it ’ s buying process or second time, 's. It ’ s doing all this stuff and they 're hesitant to share --. Your unique selling proposition and show them that you can Improve when I bought your course she... They have completed a purchase and are still on your website a of. Want your readers to have time to think about the product SEEMS to work well for all these people! When your product ask good sales questions sales will definitely buy your product is unique selling proposition to contact about. The buyer are on the spot are real problems or just perceived.... It 's crucial you ask the question in a buyer ’ s a manual process that requires a spreadsheet this. Meetings and initial phone conversations little more coverage SEO is hard and confusing, services. To add may insult their contact if that person is outside the orbit decision. And show them your solution is the customer has, whether they are conversational [ my customers to! Conductor of the process, you can do it should be honest, and desires... The question in a buyer ’ s buying process was completely wrong up to with., Sarah Doody lost a $ 5,000/month client, which allows you to fine-tune your pitch n't. Goes for both in-person meetings and initial phone conversations whether or not the prospect is good. Of the orchestra more honest the feedback, the sales professional must the! Selling to your prospects ' goals and show them your solution is the customer has, whether they conversational! -- yet have endless access to product details online about your unique selling proposition fit.
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