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New Products, Dan Cockerell, Donald C. Kelly

TSE 1195: Creating Great Customer Experiences To Close More Deals

New Products, Dan Cockerell, Donald C. KellyCreating great customer experiences to close more deals is often a neglected sales strategy by many. That shouldn’t be the case. 

Dan Cockerell grew up in the hospitality industry. He went to Boston University and worked at Disney World for a summer. He officially joined the Walt Disney Company as a parking attendant in 1991 after finishing college. After 26 years and 19 jobs at Walt Disney, he decided to leave to start his own consulting company. 

Most of the employees in Disney who are working as executives in the operation started in the frontline roles to understand the customer experiences at the ground level. Disney isn’t sales but the structure that is used in its marketing is similar to sales. 

Translating it to our language, salespeople are bound to creating customer experiences to close more deals

The beginning of Disneyland

Walt Disney was ahead of his time. He was an animator and he wanted to create a 3D world where people could escape reality and step into movies. He wanted to create happiness together as a family. This was his original thought for building Disneyland in 1955. He kept the business clean, he was nice to people, and he valued them. People kept coming back because of the Midwestern values set by the company. 

Dan understood then that people are looking for experiences. Even millennials these days are looking for experiences rather than buying objects that lose their value over time. Experience, on the other hand, gains value over time. Disney had a great business model: to make emotional connections with people and have a great product and service to offer them simultaneously. 

The immense popularity of Disney parks stems from its ability to create experiences. 

Creating great customer experiences to close more deals

Disney did a lot of research and measurements to help the company improve. They have round table discussions, group discussions, and surveys. They pulled out a group one year and made a survey on what makes them different and why people keep coming back to Disney World. The Disney team had their expected answers, including the fireworks, the hotels, the attractions, the food, the characters, and others. 

There are four things, however, that Disney and salespeople have in common. 

Disney makes people feel special

They translated that to the cast members and they had a common purpose which is to create happiness for guests. Their team always looks for ways to make their guests feel special every day. It’s challenging when you have 50 million guests coming to the park every year. 

The same is true in sales, salespeople need to make their potential clients and existing clients feel special. Often times, it’s the simple things like sending them notes on their birthdays or when there’s something big to celebrate in their company. You have to invest in time with them. 

Disney treats people as individuals

Connect with people individually and make exceptions depending on one’s situation. As salespeople, you also need to treat people as individuals. Don’t quote them because the policy won’t work for some of them. Figure out a way to make exceptions according to their needs to make them feel like individuals. 

Creating great customer experiences to close more deals doesn’t have to be expensive. It takes attention to detail in order to connect with people. You just have to hire people who are keen on taking interest in people.

 A team needs a good leader or role model. Show your people that you are approachable and you want to help them with their sales problems as much as possible. Talk to them and be with them. Seeing their role model in action motivates them to do better in creating great customer experience to close more deals. 

Get down with the best practices you can as an organization no matter how small these gestures are to make your potential and existing clients feel special. Think of the ways you can give your clients great experiences. 

Disney respects everyone 

Respect is basic. People who come to Walt Disney are treated equally regardless of where they are staying. Guests who pay $99 a night and guests who pay $1,200 a night are given the same amount of respect. Disney isn’t looking at the color of the skin, the language people speak, and where they came from. Everyone must feel welcome without prejudice. 

Salespeople must show respect to all clients regardless of color, language, or policy they are going to get. Even when, as a leader, you aren’t particularly fond of the organization you are in, you still have to take personal pride in your profession. 

When you treat your team professionally, they’ll also respond professionally. 

When the clients’ experience fails, it isn’t the fault of the sales rep but that of the leader. You might have hired them in an environment they shouldn’t be in, you might not have trained them, you might have failed to give them feedback, and/or acknowledged them enough. 

Leaders create the environment for their people then their people go and operate in that environment. #SalesQuote

Be knowledgeable 

Salespeople need to know the product inside out and really believe in it. It’s a lot easier to sell to clients when they hear the excitement in your voice. A good salesperson also needs to bring the product to the next level by implementing it to the needs of the clients’ company. Explain how your product or services would cater to the needs of their company. 

We don’t know the answer to every question so when the client asks you something that you have zero idea what the answer is, be honest. Dial-up a person who has the answer or read more. Don’t just give them bad information to save face. 

Close more deals

Four things are laid out in creating great customer experiences to close more deals. 

  • Make people feel special
  • Treat people as individuals
  • Respect everyone
  • Be knowledgeable

Pick one from these four ways and start doing it to change your sales game. Do this one bite at a time. 

“Creating Great Customer Experiences To Close More Deals” episode resources

Connect with Dan by visiting his website, He has his email there and his phone number. 

If you have sales questions, concerns, and great stories to share, don’t hesitate to connect with Donald via LinkedIn, Instagram, Twitter, and Facebook

This episode is brought to you in-part by TSE Certified Sales Training Program. It’s a program designed to help sales rep get from where you are now to where you can be in the future. Every seller should be making six- figures and this can be achieved with our rigorous training schedule and group coaching. Join us for a new semester beginning each quarter. 

Sign up now and get the first two modules for free! You can also call us at (561) 570-5077. 

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Audio provided by Free SFX and Bensound.

Pitch, Presentation,

TSE 1133: Changing Rules for Sales Tools


The sales landscape has changed as buyers have gained access to more information, and the result for sellers is changing rules for sales tools

Subhanjan Sarkar runs a company called Pitch Link, which helps companies solve the problem of being able to scale by finding good salespeople.  

Balance of power

David Cancel wrote a book called Conversational Marketing in which he suggests that the balance of power has shifted from supply to demand and from company to customer. Thirty years ago, selling centered around the ability to mass-produce products in factories. Walmart’s mantra at the time was “stack them high and sell them low.”

The system used to work with the information estimate tree that existed between suppliers and buyers, because the suppliers and makers always had more information available to them than the buyers did. The buyer never knew, prior to the Internet, that certain items were available from other sources for lower prices. 

Over the last 20 years, the buying and selling process has been disrupted. Most of us won’t say it out loud because so much of the information from the previous era becomes irrelevant. 

Old things

Subhanjan said that people often challenge him on this premise because they can point to places where the old way of doing things still works. Though it may still work, it is less effective. Email open rates, for example, have dropped from 40 percent to 2.8 percent. People aren’t taking calls from people they don’t know.  

The fundamental shift is this: traditional sales was based on the principle of interruption but buyers don’t want interruptions. This doesn’t mean that reps shouldn’t do their jobs anymore. It simply means that reps must change the way they do things. 

He points out that they are called salespeople for a reason. They aren’t called prospecting people or lead-generation people. But they are expected to fill up a CRM, to write emails, to prospect, and to make phone calls. 

Local connections

In traditional sales, people knew each other because they went to school together. They played football or baseball together and then they graduated and one became the manager of the local factory while the other became a salesman. They built trust over the course of 20 years. 

Now people trust brands rather than salespeople. They might eventually trust the salesperson over five to 10 years of working together, but initially, it’s the brand. 


As Subhanjan built the company, he understood the story behind the company’s development in great detail. He could explain why the company evolved the way it did because he was in the thick of it. Then, he hired a hot-shot sales guy who understood marketing automation and social selling, but his storytelling wasn’t as authentic. 

The company’s story wasn’t being delivered authentically, so the company discovered a need to standardize its narrative. The more tactical problem was that without face-to-face meetings, the sellers couldn’t make pitches. The presentations got postponed. 

Small organizations that only have three interested prospects will struggle if they aren’t able to meet with two of them for weeks or even months. That’s catastrophic. 

Finally, they discovered that even if they could meet someone within a prospective company, it was often difficult to schedule meetings with the decision-makers. 

How do we establish our product or service or value proposition? And how do we do it so that our prospect isn’t rushed? 

Creating experience

PitchLink worked to create an experience that was as close to face-to-face as possible without actually being face-to-face. It could never be exactly the same but they worked to create a system that allowed room for narratives and questions. They built a tool that allows users to link up any kind of file format like a playlist. 

So imagine how you would pitch to a prospect about your product. Just as you would start by greeting the prospect and thanking him for the time, you can record audio or video of the same personalized introduction. The moment the prospect clicks the link, he immediately sees the personalized greeting. 

Your pitch will include the pitch, the scenario, a demo, and a comparison with competitors. All the elements of a typical pitch can be packaged into a single product and sent as a link to your prospects. You can effectively do all the things you would do in person by way of this link. 


These packaged presentations free your prospects to consume your information when they have the time and mental capacity to do so. They’ll also be free to engage with specific parts of your presentation multiple times if necessary. 

Once they’ve done that, they can decide whether the product is right for them, and then invite others to view it. All invitees see the ame pitch on the same interface and they can ask questions within this interface. All users can see the questions asked and the answers that were given. 

Everyone is always on the same page. 

Clients are busy and focused on other things. The way we sold in the past won’t always work, so we have to evaluate new options and provide them in a way that’s best for the prospects. #SalesEvolution

Sales myths

The biggest myth perpetuated on us is that great sales guys close deals. Suhanjan believes that sales are closed by the buyer who finally signs the deal. He believes that sellers must respect that shift. 

The buyer is in control of the process, so we must rethink the way we talk about value transaction. Sales has evolved so much that perhaps we can’t even talk about sales anymore. 

“Changing Rules for Sales Tools” episode resources

You can connect with Subhanjan Sarkar on LinkedIn and at PitchLink, where you can also sign up for a free trial. Listeners of The Sales Evangelist podcast will get 120 days free instead of the 90 days that everyone else gets. 

If you haven’t connected with me on LinkedIn already, do that at Donald C. Kelly and watch the things I’m sharing there. I’m fairly easy to connect with. Just comment on something about my podcast. Send me an email.

You’ve heard us talk about the TSE Certified Sales Training Program, and we’re offering the first module free as a gift to you. Preview it. Check it out. If it makes sense for you to join, you can be part of our upcoming semester. You can take it on your own or as part of the semester group.

If you and your team are interested in learning more, we’d love to have you join us. Call (561) 578-1729 to speak directly to me or one of our team members about the program.

This episode is also brought to you in part by, a Chrome browser extension for Gmail that allows you to track and schedule your emails. You’ll receive real-time alerts anyone opens an email or clicks a link.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility. When you share your experiences with the show, others will read the reviews and give us a listen.

I truly appreciate you and appreciate your reviews and your subscription, and your willingness to tell your friends and anyone you know that’s in sales about the podcast.

Audio provided by Free SFX and Bensound.


Donald Kelly, AT&T, Customer Service, Client Success

TSE 1032: Why AT&T Customer Service Caused Me To Switch Providers

Donald Kelly, AT&T, Customer Service, Client SuccessOn today’s episode, I share why sellers must stay focused on their customers, and why AT&T customer service caused me to switch providers.

My phone was disconnected. I couldn’t receive calls from my clients or from my family.

This episode goes beyond sales and is more than just another episode.

People matter

Salespeople sometimes forget that people matter, so let my experience with a disconnected phone serve as a direct reminder about the need for quality customer service.

Too often, large companies don’t seem to care about small individuals.

As such, I feel a moral obligation to use my platform to share this incident so that others may benefit from my experience.

Brand loyalty

I remember back in 6th grade when my mom got me a pager from BellSouth. I felt like the coolest kid on campus. My friends could reach out to me and I could send messages to them; it was all very exciting.

I got my first prepaid cell phone in 7th grade, also from BellSouth. I became an AT&T customer when they acquired BellSouth and I had no complaints.

Eventually, I moved to the Nokia phone with text messages and minutes – and, of course, I chose AT&T.  When I moved away to college, I tried to take AT&T with me but there weren’t a lot of cell towers back then so it couldn’t happen. They released me from my contract and I signed on with Verizon.

Verizon was fine but I was excited when AT&T expanded its coverage and I could use them once again with my new iPhone.

My family and I used AT&T for everything. It was a sad day when we moved and had to switch to Comcast but it was exciting when we were eventually able to switch back once again.

We understand that companies grow, things happen, and changes are made. We didn’t like all of AT&T’s new ideas but we rolled with the punches and kept moving.

A lot of plans have changed in the industry. There is a different structure to leasing phones now, for example. They also offer a prepaid plan where, if you pay off your phone, you have unlimited use for just $45 a month through an automatic bank withdrawal. Sounded good to me!

Text notifications let you know when the amount will be withdrawn from your account so you can prepare.

It was all running smoothly until we noticed some fraudulent activity on our bank card during the holiday season. We decided to cancel the card and apply for a replacement.

You can see where I’m going with this …

No customer loyalty

About two weeks later, AT&T disconnected my phone, so I called them right away.

I certainly accept responsibility for my share of the problem but let me tell you what happened. Because my plan had ‘expired,’ they had cancelled my services –  without notifying me.

Additionally, the prepaid plan that I had enrolled in was offered only as a limited promotion. To obtain the same plan again would cost me $65 a month.

The money was not the issue. The principle certainly was.

The customer service representative told me that because the plan had expired, I could not renew it despite that I had never canceled it. My years of loyalty as an AT&T customer were meaningless.

What was my incentive to stay with a company that did not return the same level of loyalty, or care, toward me?

I didn’t have time to argue. Since I needed my phone for work, I agreed to the higher plan, but only while I courted new companies, namely T-Mobile.

I raised the question on social media and found not only that people seem to love T-Mobile but, at the same time, there have been an increasing number of dropped calls with AT&T service. It is definitely time for a change.

Two-way street

The lesson behind this story: remember that your customers and your clients are people.

Cultures change and some companies get stuck in archaic ways of thinking.

They will move to businesses that give them attention; ones that are more nimble and flexible.

Don’t let your business model be stuck in the past, unwilling to deviate from the old standard.

Are you flexible? Do you bend to help your customers or do you expect them to bend toward you?

This month, as we focus on client success and customer service, I urge you to evaluate the way you treat your clients.

Are you putting the people who pay you first?

“Why AT&T customer service caused me to switch providers” episode resources 

This episode is brought to you by the TSE Certified Sales Training Program. If you put in a lot of hard work in 2018 but weren’t able to close many of your deals, we can help you fix that. We have a new semester beginning in April and it would be an honor to have you join. Visit

Check out BombBomb, LoomWistia, and Soapbox to help you make emotional connections with your prospects by embedding videos into your emails.

If you haven’t already done so, subscribe to the podcast so you won’t miss a single episode. Share it with your friends who would benefit from learning more.

This episode is also brought to you in part by, a Chrome browser extension for Gmail that allows you to track and schedule your emails. It’s super easy, it’s helpful, and I recommend that you try it out. You’ll receive real-time alerts anyone opens an email or clicks a link. will give you half-off your subscription for life when you use the Promo Code: Donald at check out.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

Audio provided by Free SFX and Bensound.

Donald Kelly, Customer Experience, Sales, Donald Kelly

TSE 1027: 3 Simple Things You Can Do To Offer Exceptional Customer Experiences

Donald Kelly, Customer Experience, Sales, Donald KellyWhen you’re working to stand out from the pack, there are 3 simple things you can do to offer exceptional customer experiences.

In this day and age, it is easier now that ever before to stand out by offering a great experience because so many others, quite frankly, are not.

We can get almost anything we want quickly and easily. That focus on speed, however, eventually causes the quality of the customer experience to decline. Think about it. So many organizations focus on speed in order to beat their competition or to attain the numbers, that they neglect to put their customers first.

While it is certainly possible to have both, it takes effort.

The bar has been set low today. When we focus on the speed at which we deliver our product or service, or focus only on finding and getting new customers, we neglect the people we already have.  

The bucket analogy

We neglect the people we already have that are easier to sell to … the ones who can give us referrals … the ones we can upsell ….We neglect them and waste our time running back and forth, here and there, instead.

It is the bucket analogy all over again. We work hard to fill our buckets by bringing people in only to have them fall straight out the holes in the bottom. We need to be sure to plug those holes so that our hard work doesn’t drain away.

One of the things we can do to show love and care and respect to our current customers is to woo them, right from the start, with a great experience.

What happens too often is that we knock on doors, blast emails, and get their attention with great marketing messages. We sell them on a dream or a vision, and we deliver our product quickly.

But we neglect to consider our client’s experience.

Exceptional customer experiences

Your client’s name

Dale Carnegie once said that “a person’s name is to him/her, the sweetest and most important sound in any language.” It’s true.  We can be in a large crowd but if someone calls our name, we immediately turn around. We want to know who knows us.

Using your client’s name in conversations creates a more personalized experience. It is as simple as “What can I help you with today, Amanda?” I know for sure, that if you are going to call my company or connect with me, I will respond much better if you use my name.

Be sure to address your client the way he prefers to be addressed. For example, does he sign his emails as ‘Dave’ or ‘David’? If you aren’t sure, just ask. The simple task of asking about something that is important to him shows that you care.  

How your clients make money

If you plan to teach them how to save money, or how to bring in more money, you best know how they already do it.

This is why it is important to study how various industries work and operate. If your client is a nursing home, for example, a simple Google search can help you understand if the client makes more money via patient stays or from insurance payments or Medicare payments.

Having a basic understanding makes the conversation so much easier.

Personalized interactions

Send a thank you note at the very end of your conversation, even if it is the first meeting.

“Dave, it was amazing to connect with you last week” or “I look forward to talking to you again soon, Amanda.” It doesn’t have to be elaborate or lengthy. In fact, what you say in the note isn’t as important as the fact that you took the time to send one.

It is great to send an email as well, but a thank you note demonstrates a higher level of care. It gives an added touch.

Additionally, the thank you note will be delivered 3 or 4 days after your conversation. It serves as a nice reminder of the conversation, and it helps you stand out.

You can also personalize your presentations. Use your client’s logo and tagline in every presentation you make for them. It is another added touch that shows you care and that you are willing to take the extra step. It will help you stand out significantly over your competition.

If you can combine these 3 simple things that offer exceptional customer experience with the delivery of amazing speed, you are going to be totally fine. I’m sure of it.

“Exceptional Customer Experiences” episode resources

This episode is brought to you in part by our TSE Certified Sales Training Program, which teaches you to improve your sales skills, find more customers, build stronger value, and close more deals.

The next semester begins in April.

This episode is also brought to you in part by, a Chrome browser extension for Gmail that allows you to track and schedule your emails. It’s super easy, it’s helpful, and I recommend that you try it out.

You’ll receive real-time alerts anyone opens an email or clicks a link.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

If you haven’t already done so, subscribe to the podcast so you won’t miss a single episode, and share with your friends!

Audio provided by Free SFX and Bensound.

Alex Glenn, Donald Kelly, CRM, Best CRM, Sales Automation

TSE 979: Sales From The Street: New World for CRM and Mirroring Pipeline Stages

Alex Glenn, Donald Kelly, CRM, Best CRM, Sales AutomationSales constantly evolves. As technology and tools change, we have new processes and strategies available to us.

On today’s episode of The Sales Evangelist, we hear from Alex Glenn about the new world for CRM and mirroring pipeline and how it can help us be more effective in our sales processes.

Alex runs, a place where customers can grab working automations for their businesses. The platform crowdsources solutions and wraps them up into a usable format for those in sales, marketing, and customer success.

Developing CRM

CRM has seen a bit of a shift over the last few years. Instead of being software that costs thousands of dollars and requires a great deal of training, your CRM must be more agile now. [3:51]

CRM must work with your existing tools as well as the dashboards you regularly use for work. It must be easily accessible and easily connectable.

Most founders are also coming around to the idea that CRM should serve as all-in-one solutions.

It’s very convenient for people to access the information they need without having to lead the dashboard they already work in.

Best software possible

The first issue must be finding the best possible software for each process. [7:46]

You want to conduct outreach — either cold emailing, cold calling or LinkedIn prospecting. Then you want to manage that person or that prospect using CRM.

You’ll need post-conversion like signup, demos, and other options, and you’ll need nurturing touchpoints like email, and phone calls. Then you’ll need post-sale drips and one-to-one messaging.

The problem is that all of that can’t exist in one tool, but several tools are trying to accomplish all or 75 percent of it.

The “all-in-ones” represent themselves that way because they cover most of these activities, though many of the components will be somewhat bare bones. [9:20] There are issues with each of them that limit your capabilities.


Customers need to have timely messages that are appropriate for their specific situations. All-in-ones won’t ever be the best solution because they won’t be able to give you everything you need at every step.

Google Apps is global now, and many people in the tech and startup scenes are using it because there’s so much collaboration possible. [11:55]

But if your cold outreach system isn’t talking to your CRM and talking to your website, then you can cause a lot of confusion because you might be messaging someone in LinkedIn while you’re sending emails at the same time. It can make your efforts seem disorganized.

You need a tool that syncs your pipeline stages.

(Click here to access the video of Alex navigating some of these tools.) [17:47]


This capability allows small organizations to do really effective cold outreach. You may have gotten slapped for cold outreach before because you were sending too many emails or you got blacklisted. That doesn’t mean cold outreach doesn’t work.

That may result because you weren’t using the right platform or because your setup was wrong. The second possibility is that you weren’t doing it well. Perhaps you weren’t nurturing them effectively. [33:18]

If your pipeline stages aren’t in sync through the different outreach systems or the different tools that you’re using, you could create a poor customer experience.

Whether you use a system like this or an all-in-one system together with a cold outreach system, make sure your pipeline stages are clearly outlined.

Know what’s going on at each stage. Make sure each tool is being updated based upon where the customer is and how he interacted with your tools.

“New World for CRM and Mirroring Pipeline” episode resources

You can connect with Alex at and email him at Automated hopes to build out so that it will offer something for everyone.

Check out the tools Alex mentioned in the episode:

  • for sales engagement with a clean interface
  • for automation software to track customer engagement
  • to find and engage new customers.

You can also view the screenshare here.

This episode is brought to you in part by, a powerful sales automation platform that allows you to build highly personalized, cold email campaigns. To learn more, go to It will help you with your outbound to expand your outreach and it allows you to set it and forget it. Your prospecting will never ever be the same.

We’ll use in the upcoming semester of TSE Hustler’s League to focus on prospecting. We’ll give you insights and tools that will help you gain new customers. In addition, we’ll provide training and strategies that you can implement today to ensure constant flow in your pipeline.

Check out our new semester of The Sales Evangelist Hustler’s League. We’re taking applications for the semester beginning in January, and we can only take a limited number of people.

This episode is also brought to you in part by Maximizer CRM, personalized CRM that gives you the confidence to improve your business and increase profits. To get a demonstration of maximizer, go to the sales

Click on the link to get a free demo of what Maximizer CRM can do for you. It integrates your marketing campaign as well as your CRM, and it works whether you’re a small organization or a large one.

I hope you enjoyed the show today as much as I did. If so, please consider leaving us a rating on Apple Podcast, Google Podcast, Stitcher, or wherever you consume this content and share it with someone else who might benefit from our message. It helps others find our message and improves our visibility.

If you haven’t already done so, subscribe to the podcast so you won’t miss a single episode, and share with your friends!

Audio provided by Free SFX and Bensound.

Donald Kelly, TSE Hustler's League, The Sales Evangelist

TSE 655: TSE Hustler’s League-“Create & Experience”

Donald Kelly, TSE Hustler's League, The Sales Evangelist

Today’s snippet taken from one of our sessions over at the TSE Hustler’s League is all about creating an experience early in the sales process for your customers.

Asking Hard Questions

You have to be willing to ask hard questions. These may not be the easiest questions to ask but once you do, they’d give you the respect and the time. They will recognize you and you will be seen as a valued professional. You will be seen as a consultant.

  • Write questions you can ask in each stage of the sales process.
  • The more meaningful questions you have, the easier for you to share the proper insights your buyers need.

Why Questions Are So Powerful

Studies on the election showed that the likelihood of someone voting increases by 25% if they’re asked the question.

We have been conditioned since we were kids to answer questions. It’s a wired behavior that if you’re asked to do something, it enhances the probability it will get done.

The Benefits of Asking Good Questions

  1. Meaningful conversations

It helps you tail your presentations and it shows you’re listening and being mindful of the buyer’s needs.

  1. Brain stimulation

Your brain and the buyer’s brain are wired to answer questions whenever asked. When the questions are meaningful, this stimulate our mind. Then you start to think. Studies also show they get excited when presented with meaningful questions.

Question Strategies You Can Incorporate into Your Sales Process

  1. The Start-Stop

Start to ask then stop to get clarification from them in the process.

  1. The Reverse

Redirect the person to where you want them to be by asking them a question in return. This helps you get back on track but be sure to make it sound natural.


Episode Resources:

The Science of Selling by David Hoffeld

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