The Situation

You have successfully determined your client’s needs, asking all the right questions, until you say...

 “Why do you want blue instead of yellow?”

Suddenly, a chill colder than the Artic in December rolls through the room.  Faster than you could blurt out, “Let’s sign the contract now,” your client goes into warrior stance. Things turn ugly.

Communication Action Tip

Step One:              Avoid asking “Why”

People can become defensive when asked “why”. Often they feel judged.

Step Two:             Instead, ask “What”

Say: “Just so I understand, what is influencing you to choose blue over yellow?”

Or, “What is it you like about blue?”

Final Thoughts

Keep Relationships Strong
“Why” questions can certainly provide you with important information.

Unfortunately when people are repeatedly asked “why” they think or feel a certain way, they may feel challenged. Often they withhold information.  Instead they defend their position.

Stay out of the line of fire: Ask “what” questions.

© 2008 Kelly McCormick, All rights reserved.  

About Kelly McCormick
Speaker and Entrepreneur Kelly McCormick’s insider secrets on selling and women increase sales, from both sides of the counter. Frequently quoted in national media, Kelly offers insightful and entertaining presentations. Her How to Sell to Women and Selling Skills for Women sessions are a hit with corporations, businesses, franchises, and associations, both nationally and internationally. Kelly’s unique ability to customize her presentations to meet the specific needs of her audience continue to make her a highly sought after speaker. Born in Canada, Kelly now resides in Southern California. For more information or to sign-up for Kelly’s Communication E-tip visit www.outsellyourself.com.

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