Comments on: The Worst Question You Can Ask Your Customer

By: Chris in Buffalo

Chris in Buffalo — Thu, 04 Feb 2010 22:33:45 +0000

My goal is disarming customers I meet on the lot immediately by asking them a question they can’t say no too (usually) like: “Hi, you folks just kicking tires and shopping around today?”.

By: Jeff Kershner

Jeff Kershner — Tue, 12 Jan 2010 00:41:12 +0000

Thanks for a great post Jerry. So many things can be said to break the deal. Many sales professionals don’t even realize it (I use the term “professional” lightly).

They say “words” account for only 7% of the overall message and body language accounts for 55% of the overall message.

I’ve always challenged that statistic. I think what you say has much more of an impact that 7%. AND in today’s position of communication (email, text, IM), the words mean 100%!

By: Jerry Thibeau

Jerry Thibeau — Mon, 11 Jan 2010 22:58:50 +0000

Great reply Gretchen! I bet that salesperson didn’t even log your information. He’s probably written you off. You should find out who the manager is and send them a link to this article.

Thanks for the comment!

By: Gretchen Kennedy

Gretchen Kennedy — Mon, 11 Jan 2010 21:09:24 +0000

Very good insight, Jerry! I am also a walking testament to the futility of that question.

I went shopping for a car last weekend, but the salesman asked me the same question–before I even got into a car. I’m under no pressure to buy a new car (as most people aren’t), but I was obviously and enthusiastically enjoying myself in one of his models. In other words, it would have taken very little to get me to sign.

Still, after he asked that question, immediately, the thought of him hounding me every week went through my mind–yet I still didn’t know if I liked any of his cars without a test drive–so I replied, “In 3-6 months or so…”

If he had asked me that after my test drive, my response probably would have been, “I don’t know… why don’t you make me want to buy it today!”

As it was, it was very easy for me to just leave the dealership.

I haven’t heard back from him (in my mind, that first call isn’t hounding, it’s following up), and now I’m visiting another two dealers next weekend.