SKILL


Probing for Unstated Concerns Identifying Unstated Concerns Without Antagonizing Your Customer STEVE ATLAS


You’re talking with a customer. Everything seems to be going well. Suddenly, the customer’s attitude changes. Why? Perhaps your customer has a hidden concern.


Stacy Frank – sales manager for KQCD-TV in Dickinson, ND – defines an unstated concern as “a stall or ob- jection with a hidden message that’s not immediately apparent.”


Linda Murphy, an account man- ager with Solutech Consulting Ser- vices in Walnut Creek, CA, whose skilled consultants help clients meet technology deadlines, tries


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to create an atmosphere where customers feel comfortable confid- ing in her.


“I put myself in their shoes – view- ing myself as a partner helping to identify and solve my customers’ problem. Asking appropriate ques- tions helps me understand customers’ needs. Whenever my clients tell me something, I ask myself, ‘Why are they telling me that?’”


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