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opens up?" "How would a customer react to your offer to provide the service at no chargedo you think he or she might be more inclined to ask us to bid on the other projects?" All of these questions frame a benefit for the listener. You may help others "suppose": ''Let's suppose you accept this transfer; what other responsibilities might come your way?" You may help them justify: "How could you justify the extra cost involved in the movedidn't you intend to try to refinance your mortgage anyway?" Help them compare or contrast: "If you accept this job, will you be in a better or worse position to move to headquarters than if you stay here another 18 months?" |
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By the very phrasing of such questions, you are encouraging the other person to consider the merits or probability of a situation. And people give more credence to what they themselves say with their answers. The secret to being persuasive is getting others to answer the right questions. |
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Tip 491: Ask questions to uncover resistance. |
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As any salesperson knows, having a silent prospect doesn't necessarily mean that he or she is ready to buy. What the prospect doesn't say can hurt your efforts. When you propose an idea in a meeting or offer a suggestion to a boss and the response seems to be a stall, ask questions. Uncover the resistance to the idea so that you can get it out in the open and deal with it. |
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Tip 492: Move people from the emotional level to the analytical level (or vice versa) with questions. |
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For example, someone comments to you: "I'm really upset about the news report on the accident and public opinion polls that say most people blame our company." You can respond with a statement or a question, depending on your intention. Empathetic statements: "Yeah, I can see why." "It could be bad for stock prices." "It's going to be rough talking to neighbors and customers who call in." Any of these empathetic statements will encourage the other person to elaborate on the feelings. |
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On the other hand, you might respond with a question: "Why do you think reporters always try to focus on controversy?" "Do you think they've really investigated all the details about the accident at this point?" "Why are you so worrieddo you have to deal with customers face to face?" With any of these questions, you're calling for a rational answer. You're asking the listener to move away from emotions and dig into their analytical sphere for answers and explanations. If your intention is to get away from emotion, ask a question. If, however, you want to be empathetic and allow the others to vent feelings, make statements that show you accept and understand their feelings. |
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