I was recently in the market for a Nomos Orion 33 Rose. The thing is, I needed it immediately. So I hit Google and called four local retailers.
Here’s how the conversation went with every retailer:
Me: “Hi my name is Josh and I was wondering if you have a Nomos Orion 33 Rose in stock?”
Retailer: “Let me check, please hold. LONG PAUSE. No, we don’t have that watch.”
Me: “Thank you.”
Retailer: “You’re welcome.”
Every single retailer failed to understand my motivation for purchasing. And it’s the motivation behind the question that is the single most important piece of information you need to determine if you can help.
Here’s an approach the retailer could have used to stay in the conversation and possibly help me:
Me: “Hi my name is Josh and I was wondering if you have a Nomos Orion 33 Rose in stock?”
Retailer: “Hi Josh, nice meeting you. My name is Beth. In stock, wow, sounds like you’re in a rush. Last minute gift?”
Me: {laughing} “Yes Beth, that’s how I roll.”
Beth: “May I ask who this watch is for?”
Me: “Sure, my wife.”
Beth “You have good taste Josh. The Nomos Orion 33 in Rose is a real stunner. Although we don’t have that one in stock, what is it about the Orion that you like?”
Me: “I really like the simplicity of the dial. And the color. And how slim it is.”
Beth: “Got it. You know, Josh, based on that, I have a watch in stock that you might dig even more than the Orion. It’s simple, slim and comes in Rose. We just got it in last week from Germany. May I tell you about it?”
Me: “Do tell, Beth.”
The Lesson
Dig deeper. Find the “why” behind your potential customer’s question, so you can stay in the conversation and determine if you can help.