Your customers know better than anyone how useful your product is. We love honest and direct feedback’—and just sit back and listen. Are they managing a team that’s doing all this stuff and they're being the conductor of the orchestra? In a recent SurveyMonkey Audience study, we found 57% of people have permanently stopped using a product after one bad experience.Ellie Wu, Senior Director of Customer Experience at Concur, pointed out that it’s not enough to simply ask what your business should do differently—instead, Wu says, you’ve got to actually “do something with the answers. The only con to this approach is that it won’t necessarily give you fast insights. These are problems that the customer has, whether they are real problems or just perceived ones. Don't leave the door open. Don’t, however, feel obligated to ask all of them every single time you talk to a customer; every conversation is different. By asking more open ended questions, you can be more confident that they’re giving you honest input. Ask questions to understand your customer 2. Copyright © 2014 - 2021 Hotjar Ltd. All rights reserved. Few sales professionals ask this question because they fear offending the customer. First, it helps you to confirm whether or not the prospect is a good fit for your product. By asking customers to identify any point at which they had second thoughts, you’ll be able to uncover the fears and concerns that linger in the minds of other potential buyers. As people started to take the course, she wanted to understand what exactly had led them to her—so she asked them. We spoke to four experts and came up with 10 of the most important questions to ask when putting a price sticker on your product. You may need to send quite a few invites and wait until you find someone whose calendar aligns with yours, plus each call will take you about 30 minutes. 1. Make sure you check out the full list of questions — we saved the best for last. What did you dislike the most? You use this question to find out what your customers do on a daily basis, what processes they follow, what tools they use—so you can understand where there is (or isn’t) space for your product/service. When your product is underperforming, turn to your customers to find out what you’re doing wrong and how you can improve. @TonyAlessandra. You may be surprised by what you learn. It also allows you to qualify the sale and ensures that you and the buyer are on the same page at any given time. What's going on here? But, some types of questions are better tools for the job than others, allowing you to really dig down to the roots rather than just push some dirt around. You want to ask real customers, not engineers or sales people with a vested interest in your product. You may unsubscribe from these communications at any time. We’re talking things like job titles, responsibilities, level of expertise and knowledge, etc. In the aftermath, she decided to leverage her expertise by delivering paid training to UX designers, and her initial idea blossomed into a full-fledged course. Sales Questions to Ask Customers Needs Analysis Questions. Here's what they had to say: What is the customer … Having a solid arsenal of sales questions to ask customers in the back of your mind will always help you stay on track. For example, a question like “who are you and what do you do?” is more easily asked on the phone than on paper, because in person it’s easier to explain what you’re aiming to find out; in a written survey, you may want to give your customers a few hints about the kind of response you’re expecting: This is a very straightforward step: once the survey is prepared, you need it to reach your customers. This is perhaps my favorite question of all. Save this question for the end of your survey. These are the questions you must make yourself ask. What do you dislike about your current vendor? I found out that messaging on my course was completely wrong. What challenges were you trying to solve? How to reduce bounce rate on your ecommerce site: 3 tools + 8 expert tips, Our approach to privacy (2019 and beyond). What these customers were telling me, however, was that SEO is not hard, they were good at it, and they needed help to get to the next level. Maybe they are afraid of wasting their money, or the order form was confusing, or the messaging rubbed them the wrong way—nevertheless, they made it through. These questions are vital for product development, and the more honest the feedback, the better. When you ask ‘what does your day look like?,’ what you’re really asking is: where does my product/service fit into your life? A lot of sellers do too muchtalking and presenting, then when they do ask the buyer questions, it’s always the same old “What keeps you up at night?” clichés. Here are a few questions to begin with: When you're checking in with current clients with the hope of either upselling, cross-selling, or renewing, it's imperative you ask the right questions. Customize these questions to suit your business and collect them in a survey, email, contest, question card, or plain old conversation to get answers. But you’re not selling to your VP of Sales. To alert them, trigger a pop-up message to appear on the thank you page. Pro tip: when you run customer surveys, encourage people to be 100% honest. This usually leads to some very interesting insights. And yes: it might feel weird to contact people or even have a Skype/Hangout call with a complete stranger—but some loyal customers will even feel flattered that you want to hear from them. 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