How to Handle the Customer Who Won’t Stop Talking: The Power of One Good Question

by Dave Kahle

Q.  How do you handle a customer who talks all the time?

           A.  Your question reminds me of an ex-neighbor – the ultimate non-stop talker.  A single guy, he had adopted our family as his, and was in the habit of showing up for dinner at every holiday. 

           One year, he had Thanksgiving dinner at our house.  He and I were relaxing afterward in the living room.  He was droning on and on.  I’m sure you know about the after-Thanksgiving dinner drowses?  I nodded off in a short nap.

           When I woke up, he was still talking.  He never slowed down, or even noticed, my ten minute nap.  Now that’s a talker.

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           It might be OK to nod off in the middle of your neighbor’s monologue, but it’s not a good idea on a sales call.  There is, however, an easy solution.  Politely interrupt with a question.

           The question should direct the customer to the subject that you want to explore.  When you ask a question, you direct the customer’s thinking, interrupt his train of thought, and move him to think and then respond to your direction.

           Here’s an example.

           Let’s say your customer started in on last night’s football game, and has been going on for seven or eight minutes.  You’re beginning to get a little groggy, are having a hard time staying awake, and visions of lunch keep popping into your head.

           In a moment of desperation, you interrupt:  “John, excuse me, can I ask how you’re doing with those green widgets you tried last month?”

           John pauses, and then launches in on the widget evaluation... READ THE FULL ARTICLE HERE