← Discovery questions: Real estate agent
Listen, summarise, confirm
Before you present anything, show the customer you understood them.
The summary technique
- Repeat their situation in your own words.
- Name the main problem and what it costs them.
- Ask if you got it right.
When the customer says "Yes, exactly", they are ready to hear your solution, and they trust it more because it's built on their words.
Say this
- “So if I understood you right: you need X, the main problem is Y, and it's costing you Z. Is that fair?”
Avoid this
- “OK, great. So, our product... (no summary, straight into the pitch)”
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