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 5
Magic Questions to Ask at a First Consultation
Outstanding professionals don't sell, they coach buyers. By helping clients
make the best decisions for themselves, we gain trust and add genuine
value. The following questions are taken from The
Outstanding Professional coaching programme. The professional asks
them as soon as possible on the first consultation.
- How can I help you?
(or What shall we talk about?)
Contrast this approach with self-centred laptop presentations, history
of the company, case studies, CVs of all the key consultants, etc.
- What works well already?
(or What success have you had in dealing with this problem?)
The rush to identify problems and solutions can show scant respect for
the progress a client has already made. By taking our time with this
step, we build real rapport and trust (as opposed to superficial body-language
stuff) and therefore we are more like to hear the real problems later.
If writing a proposal, I suggest you add a section for this.
- If there was one thing you could change, what would it be?
Take your time and allow them to think before answering. If the client
comes up with a list, coach them gently to get to the root problem.
Too often, we get so excited by the potential extent of the work, we
gloss over this. This is where we help them clarify where the real root
of the pain lies. If they do the analysis, there is a much greater probability
that they will accept the eventual solution which they have played a
part in developing.
- If we solved this, what difference would that make?
This is where they come up with lots of benefits, and you write them
all down - in their language. Feel free to repeat the question in
several ways. Ask for the benefit of the benefit. Keep going until
they cannot think of anything more. These are the reasons they will
buy. (New addition: You might also choose to ask them what would happen
if the problem was not solved. This is useful if you suspect you might
have to help them overcome later indecision - the greatest scourge
of professional life!)
- If I could help you with that, would you be interested?
Either they are or they aren't. There is little point in spending
time on a solution where there is not genuine interest. Yesterday, a
consultant asked me for more information on The Outstanding Professional.
I politely declined, on the grounds that we had not yet agreed what
he wanted, nor whether there was real benefit for him. Ten minutes later,
he signed up, without the need for any more information.
These questions are but a starting point. However, they have built literally
hundreds of thousands of pounds worth of business for my clients and me.
For details of how to coach the indecisive, deal with objections, assess
trust-levels, establish common ground and avoid writing proposals, take
a look at The Outstanding
Professional coaching programme.
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