Jeff,
While we train our sales counselors to learn to ask better questions at the greeting in order to avoid the “I’m just looking” response, it does still occur. What are your suggestions on how to “recover” from “I’m just looking”?
Jeff Says…
First of all, I agree with your first premise that the response is often avoided by asking the right questions out of the chute. So kudos to you for getting that part right!
A few comments came in when you posted this on the blog this week. Two that I particularly like:
- “Okay. How long have you been looking?”
- “Great. What are you looking for?”
Both questions put the conversation back on the prospect in a polite and respectful manner. Moreover, they assume that the prospect’s original response is not a show-stopper.
And that’s the most important point of the discussion. Many salespeople hear, “I’m just looking” and have an immediate negative response. They actually take that comment at face value! Big mistake.
The “just looking” comment is the most typical smoke-screen in the world. And it is a statement used by just about every prospect, whether they are serious buyers or not. In other words, we simply do not know who is serious and who is not based on that comment.
I think the key here is to acknowledge the fear without letting the customer off the hook. So in addition to the two questions listed above, here are a few more that might provide a bridge back to the sales path:
- “That’s fine. How is the looking going? Are you enjoying the looking process?”
- “Of course. That’s an important part of the process. Tell me a little about what you’re looking for.”
- “Absolutely. Can I give you just a brief overview of our community before you start looking?”
That last question can be helpful because the overview leads to the opportunity to ask more questions along the way. You’ll often discover that this prospect is real!
Keep up the great work – and keep changing people’s world!
