I saw this picture today over on Facebook and it reminded me of an example that I use when training entrepreneurs. I have used it for years, and it is still applicable today.
It is about using what is known in sales as “The Tie Down”. Traditionally the tie-down is known as:
“Sales tie-downs are short questions you add to statements throughout your presentation to get your prospective customer to start saying yes long before you go for the close. You want to engage your customer and get them used to saying yes.”
But I personally use the tie-down for booking appointments or for filtering the best way to take someone to the next step or to get them more information.
I teach my students about the tie-down using ice cream as an example. If you stop at an ice cream stand and there are 57 flavors. Which one do you pick?????
But, if you stop at an ice cream stand and there is only chocolate or vanilla, which one do you pick? Much easier right?
So when it comes to setting appointments and such, use the ice cream approach. For example, never say “What time is good for you?” That is too open ended and not tied-down enough. 🙂
Try using the tie-down to tie it down.
This is better.
“What is better for you, later this afternoon or tomorrow morning?” And then once they answer with either choice, you keep tying it down. “Okay, 9 am or 10 am?” “My Zoom meeting link or yours?”
By using the tie-down method you will save yourself and your prospect or prospective client/customer so much heartache and eliminate clutter and confusion in the whole process of the business exchange.
Whether booking an appointment, arranging a next step, or finalizing payment. Ex. “What is better for you to pay with Debit or Credit Card?”, once again a form of the tie-down and much more effective than “How would you like to pay?”, which is open-ended and not tied down.
I hope you found this helpful and have fun tying it down. 🙂 And you might also enjoy this other blog post I did in the past about ice cream cones. I just reread it and thought it was pretty cool… ice cream pun intended. LOL Here is the link:
I was just reading an old book I found from 1995 about customer service.
I saw this statistic and thought WOW!
Here it is:
If someone has a bad customer service experience, they would likely share their bad experience with about 11 people. This was BEFORE social media.
So in 1995 that stat was alarming enough, considering both customer acquisition and retention are a huge component of having lifetime share of customer and increasing business growth…. BUT now we have social media and can you just imagine how far and wide a negative review can travel?
This is why it’s extremely important to provide outstanding customer service that goes above and beyond the competition. In fact, it is wise to over deliver and under promise.
This sure made me think twice about the importance of customer service. I personally LOVE serving my customers and I en-JOY doing whatever I can to both develop long term relationships and to foster growth for both my customer and myself. To me, it is all about mutual benefit. It is never a one sided relationship and I have always understood that every customer or relationship that I have may be a gateway to an entire ocean of customers so one customer really equals a world of customers.
I hope you found this post today insightful and I would love to hear your comments.
Maggie Holbik.com is a Certified Life Coach and Business Coach who loves to make a difference in the lives of others and the world. She loves business and she LOVES SALES! To her ‘sales’ means opportunities to offer value and to offer solutions to make other people’s lives easier and that’s an awesome thing. 🙂
Whether you are in a business where you sell a product or service, or you are in a recruiting type of business where your business grows by adding partners to your team, asking questions is paramount to success.
Many people have a fear of saying ‘the wrong thing’. Well guess what? When you ask questions you take the focus off of yourself and you let your prospect or potential customer do the talking! And then, they tell you all you will ever need to know to better answer the question of why they should partner with you or why your product may be the solution to their problem or challenge. Questions rule! Listeners win!
By becoming a master question asker, you will create value with your prospects, uncover needs and wants, and more importantly you will create a relationship that can grow and evolve. Have you ever been with someone who goes on and on and only talks about themselves? You know, the “I”, “I”, “I”, types. Not too fun is it?
When we ask questions, we show we care, and we gain insight, and when we take the opportunity to truly listen and to digest what they are saying, we truly gain huge strides in relationship building.
Have fun asking questions. As a Life and Business Coach, I have learned to ask lots of questions. The coaching model is based on asking good questions and probing our clients to help them identify where it is they want to go, and sales is no different. The sooner you become a Master Question Asker, the sooner you will flourish in your business, and more importantly, the sooner you will begin making a difference in the lives of others.
Maggie Holbik.com is a Certified Life & Business Coach, who helps people all over the world to lead their lives with passion and to create businesses that are customized to their unique situations, want and desires. Maggie has been a successful entrepreneur in many industries over the past 30 years, including networkmarketing.