To fully understand the situation, you need the customer’s perception of the NEED, its IMPORTANCE, QUANTIFY it, then consider the positive/negative CONSEQUENCES and LOOK at the options. Many times, you need to ask follow-up questions. Examples are included in this article.
Source: Veterinary Advantage, December 2022. Link. Every practice team member is in SALES . . . and has opportunities to lead.
Leaders are naturally inquisitive, and your customers will appreciate your genuine interest in helping them solve a problem or capture an opportunity.”
NOTE: Sound familiar? It should. NIQCL is a core practice from Cracking the Code to Leadership, a book Malone co-authored. Still relevant in almost every interaction, “What Else?” has been a topic of previous AHD posts <Link> and a skill that helps move decisions and advance narratives.
Editor’s note: In the paper, Two powerful words to empower animal owners. <Link> Kirk Augustine shared how What Else can help veterinary teams bring out the rest of the story from pet owners.