The following is a Guest post by Mike Brooks, AKA Mr. Inside Sales.
There are all kinds of questions a telesales rep can ask — closed-ended, open-ended, directive, etc. — but none are more valuable than the telesales assumption question.
While 80% of your competition use closed ended questions – “Are you the decision maker on this?” only the Top 20% use and understand the proper use of the assumptive question.
The main benefit of using an assumptive question is that it often catches your telesales prospect off guard and eliminates the smoke screens they are so used to giving. Let’s take the above example of the decision maker.
To start with, most telesales prospects you speak with will involve others in the decision-making process. But most of them won’t tell you this until the end of your presentation.
Asking the closed-end question, “Are you the decision maker?” often prompts them to say yes and so avoids further qualifying from you. But if you’ve been in telesales a while, you know the “I’ve got to talk to _______” objection still surfaces — usually at the very end.
Using an assumption question can often smoke this out. Here’s what to say:
“________ who else will you be speaking with in regards to this decision?”
When you ask an assumptive question like this, your telesales prospect will often volunteer crucial information you will need to close the sale later on — information that 80% of your competition isn’t getting.
And you will usually get this information by using these kinds of assumptive questions.
Here are a few more you can use:
For budget: “________ most of my clients have a price range in mind when considering this, what is yours?”
To sell bigger orders – “________ most of my clients want the discount that comes from ordering this by the (case, unit, multiple month contract, etc.), is that how you want to do this is well?
Assume the close – “________ I’ve been looking forward to getting back with you today. I’m sure you’ve (reviewed the information, brochure, material, etc.) and liked what you saw. Did you want to start with (X size order) today, or take the (larger) order?”
The telesales assumptive questioning technique can be used throughout your telesales process and will immediately make you a better closer. My question to you is, “How many current questions can you change so they become assumptive?”
The more you change, the more telesales you will make.
Mike Brooks, Mr. Inside Sales, works with business owners and inside sales reps nationwide teaching them the skills, strategies and techniques of top 20% performance. If you’re looking to catapult your sales, or create a sales team that actually makes their monthly revenues, then learn how by visiting: http://www.MrInsideSales.com
Hh Chris I don’t mind self promotion
)) Thanks about advice and let me give you one. It would be great if you add your photo to your about page and to your comments.(http://en.gravatar.com/) so people would have more personal feeling from site 
Good luck and keep up
@Peter – Advice taken – photo uploaded to ‘about’ page. Thanks, buddy! Here’s to your calling success!
Hi
First of all – great blog, it is helping me a lot. I started doing Telesales for T-Com, and I am selling Magio(Television programs + extra benefits) to existing customers of our company(we provide calling programs + internet connection).
My question would be when should I find out if there are other person in the process + what to do about that?
I often call to families and many times there is objection: I will have to talk to my husband, wife, parents, kids. What I do is ask them email, send them some informations and ask them when can I call them again. Am I doing it right?
Second question would be: I often call older people who lives alone and they often need to talk to their kids. Afterwards when I call them they say that kids told them not to buy. I didn’t have chance to speak with children because they don’t live with their parents. I try to ask for number but this doesn’t work always. Parents often doesn’t know the number, of don’t want to give. What is your opinion on this?
@Peter – Thanks for the feedback and the questions. Allow me to answer them personally for you:
1. Sending an email and then calling back is fine. IF and I say IF its REALLY required. Sometimes we like to hide behind the ‘closing issues’ of speaking with secondary decision makers, etc., by doing this type of thing and then following up in a weak way. I always believe that if you feel info emailed, or mailed (do we even do this anymore….?!!) will HELP you close the sale (it wont actually make the sale for you – people buy from people, not from emails!), then the info should be sent, absolutely. Just be sure you follow up in a timely fashion. So, yes, you are doing something right!
2. Selling to older consumers has always been a tough one. Of course they will talk with their kids. After all, they bring us up, protecting us, so that WE can then protect THEM later on, in their twilight years. Honestly speaking, I would say its best to give it a shot – if they like the idea of what you’re selling then great, if not, and you hit resistance of any type, then forget it and move on to the next prospective client on your list. Older people deserve our respect, and you should appreciate their opinion.
I hope that these answers give you a little positive feedback. Actually, I go into more detail in regards to silly to multiple decision makers in my upcoming book, which carries the same name as this blog, so feel free to pick up a copy when its released to3wards the end of the year.
(Shameless self promotional plug over!)
Asking “other than yourself, who else is involved in the decision making process” BEFORE doing your presentation but after you have identified a pain is one of the easiest ways to avoid the “stall” after your presentation. Identify the prospects “role” and you will have a clear picture of the proper steps you will need to take in order to get the sale.
@Telesales – Nice name! Or keyword, perhaps…! Nonetheless, thanks for the feedback and additional tips for the readers of the blog. Appreciated!