A vital part of contacting a prospect, especially a brand-new one, is getting them talking. If you skip this, forget it. You’re not getting any further in the sales cycle, and you’re definitely not seeing a close. Conversation is oxygen in sales. No exchange, no sale.
I learned this early on from a guy named Mark, a sales rep who could talk a grizzly bear into buying beard oil. One day, he was working a sales lead who answered the phone sounding like he wanted to fight the entire universe. Anyone else would have tapped out. But Mark didn’t pitch. He didn’t defend. He simply said, “Wow, sounds like you’ve had a day. Tell me more.”
And that opened the floodgates. Ten minutes later, the guy was laughing, venting, and explaining exactly why he needed the product. Mark closed that sale, not because of a killer pitch, but because he granted importance and was genuinely interested.
Genuine Interest Wins Every Time
Getting the prospect to open up is done by granting them importance, real importance, and showing authentic curiosity. Not that fake “uh-huh, uh-huh…” that every human on Earth can detect a mile away. I once watched a salesperson nod like a bobblehead while mentally rehearsing her closing lines. The customer knew it instantly. They shut down faster than a laptop with 2% battery.
But when you’re genuinely interested in them, their world, their frustrations, their goals, they feel it. And when someone feels seen, they communicate. And when they communicate, you learn. That’s where the sale begins.
The Big Discovery That Most Salespeople Miss
Most salespeople sprint through the qualifying process like they’re running late for a flight. But when you speed through it, all you get is surface-level data. You miss the customer’s viewpoint, their actual reality.
Only when you understand their viewpoint can you guide them confidently through the sales process.
I remember meeting with a business owner who said everything was “fine,” “pretty good,” “not bad.” Old me would have accepted that and moved on. But I leaned in and asked, “Not bad usually means something is bad… tell me more about that.”
He laughed, opened up, and revealed the real problem, his team couldn’t close anything. That conversation became a six-figure contract. All because I didn’t rush.
Whatever You Do—Don’t Assume
If you’re sharp (and most of you reading this are), you’ll sometimes spot the customer’s problem instantly… before they say anything. But this is the most dangerous temptation in sales: assuming.
We all know what assuming does.
I once watched a rep confidently tell a customer, “So your main issue is probably X, right?”
The customer’s mood changed instantly. “No,” he said, “and now I’m not sure you understand my business at all.” And just like that, game over.
Even if you know the problem, you must guide them to say it.
If they say it, it’s true.
If you say it, they can argue.
Asking the Right Questions
One of the easiest ways to get prospects talking is by asking simple, non-threatening questions. In the last blog, we listed a few. Here are some more:
• What motivated you to inquire about _____ today?
• What inspired you to call (or make this appointment) today?
• Tell me about your interest in our product or service.
• How long have you been thinking about buying _____?
But the real magic happens when you create your own questions, based on research, their company, their situation, or what you already know. Custom questions show intelligence and care. They instantly separate you from 98% of salespeople.
The Skill That Changes Everything
Getting the prospect talking is not a “nice skill to have.”
It’s essential.
Foundational.
Critical to your survival as a salesperson.
And like any skill, you can get really good at it with practice.
Happy selling—go create some great conversations.
