Sales Coach

Drill 14 · 2 min

Asking for the decision

Start the drill

Why it matters

This is the moment you ask the customer to decide. A lot of techs never actually ask. They finish explaining and stand there, or they say, "Let me know what you think," and start packing up.

The customer is left to bring it up, and most won't. " Or they ask three times in a row. Here's what the customer needs.

Many are waiting for you to ask, because a clear question is easier to answer than a long silence. If you never ask, they wonder whether you believe your own recommendation. So recap first, in two or three sentences: what you found, what you recommend, and why it fits them.

Then ask one clear question, and stop talking. Whatever they say tells you what to do next. Don't ask again unless something new has come up.

In this drill, Margaret is out of questions. Recap and ask.

How it sounds

  1. Customer

    Well, I think that answers all my questions. You've been very patient with me.

  2. Tech

    I'm glad. So, to recap. Your tank is leaking and can't be repaired, and the standard heater fits how you live. It's eighteen ninety, everything included.

  3. Customer

    Yes. That all makes sense to me.

  4. Tech

    Would you like me to go ahead with the standard heater?

  5. Customer

    (pauses) Well... yes. I think that's the right thing. When could you do it?

To pass

  • Recap the finding, your recommendation, and why it fits her in a few sentences
  • Ask one clear question she can answer yes or no
  • Stop talking after the question and let her answer
  • Respond to her answer without asking again or adding pressure

Your customer

Margaret Ellis

Retiree on a fixed income

Margaret has no more questions. Recap what you found and what you recommend, then ask her one clear question.

The drill picks up mid-call. Margaret already knows why you are there.