Avoid "Yes" and "No" Questions

by Kori Rodley Irons | More from this Blogger

26 Jun 2008 10:18 AM

When it comes to trying to move your customers and clients toward making a purchase or signing a contract, it is important to consider "how" you communicate as well as what you actually say. One thing to remember is that "Yes" and "No" questions-those questions that invite the other party to simply answer yes or no can give the customer or client an out. It is better to avoiding asking "yes" or "no" questions unless you really are prepared to hear the "no."

One of the basics in sales, of course, is to try to get the other person nodding and saying "yes" but I think that for the average person, this can be tricky. After all, in order to get them to say "yes" we may ask questions that allow them to say "no" too. I have found that it works better for me to ask open-ended questions and use my time getting to know the other person better-ask them about the project, what they are looking for, or to share some of their own expectations. Instead of giving them a yes or no choice, this technique can not only help you gather more information that can help in the sales relationship, but it can also keep the other party from getting stuck on the negative. Once the other person starts to say "no" it can make it tough to turn the interaction around to a positive outcome.

There will be times when you need to be brief and figure out if it is time to move forward or not, but it can be problematic to put the "yes" and "no" questions at the beginning of a negotiation. After all, you are giving the other person an "out" before you have really gathered enough information or had a chance to make your pitch.

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