by Amy O’Connor
Here’s my brilliant idea for dealing with “I’m just looking”. Are you ready?
Stop prompting your customer to say it in the first place.
Brilliant, right? I know! But wait, there’s more.
Sales people often have theirs scripts down pat and they are (typically) highly predictable?
You meet a salesperson and they say what?
“Hi, how can I help you today?”
Sound about right? I’m here to tell you this is a terrible sales script for many reasons but one biggie is that it prompts the customer to deliver their own mindless script:
“No, thanks — we’re just looking.”
And there we have it.
The infamous “I’m just looking” phrase from the buyer! That the salesperson actually prompted the customer to deliver!
Okay, I want to make another little mental suggestion for you here – take out the “just” and what do you have?
Yes they are or they wouldn’t be standing in front of you — so let’s just go with that idea!
Salespeople, stop freaking out when you hear “we’re just looking” – your customer is looking and that is great news because lookers turn into buyers.
Can you guess how many non-lookers I’ve ever sold? Zero! So “just looking” is just the first positive step towards buying and I’m all-good with that path.
Okay, so I think you’ve gotten my point by now, STOP delivering the same old tired script that prompts the automatic “we are just looking” line from your customer.
When you hear “I’m just looking”, that’s your cue to launch into this four-step pattern.
Step 1: Respond first with an empathetic phrase to calm the customer
• “Great, looking really is the first step — thank you for looking here!”
• “I totally understand and I know that looking can get a bit overwhelming at times. There’s lot to see and many choices to consider.”
• “Well I’ve got good news for you because today looking is free!” (Come on! Don’t be afraid of a little humor!)
Step 2: Provide an offer of service.
• “My job is really to make this a bit easier for you.”
• “I want to help cut down on some of the confusion you might be feeling and see if I can simplify this a little bit for you.”
• “I’m here to assist you in any way I can and maybe we can have a little fun while we’re at it.”
Step 3: Ask your customer a question that gives them a sense of control and serves their best interest
• “May I ask you a few quick questions to point you in the right direction?”
• “Would it be alright if I ask you a few quick question so I can better understand what it is that you are looking for so I can save you some time and only show you the things you want to see?”
Step 4: Get back on track with a motivation question that helps you understand what is prompting them to want to buy
• “So, let’s start here. What got you thinking about buying a new ____________ in the first place?”
• “Okay, well I’m just curious, has anything changed in your situation that’s got you thinking that now is the time to buy a new ____________?”
Let’s recap. Here are your main takeaways:
1) Stop prompting your customer to say, “I’m just looking” by asking weak opening questions.
2) Stop freaking out when you hear “I’m just looking” from your customer. Looking is the first step on the path to buying.
3) When you hear “I’m just looking”, take a breath, put on a smile and launch into your four-step back-on-track sequence.
Follow this advice and you just might change someone’s world sooner than you think!