Often, the salesperson who asks all the right questions, at the right time, is the one with the most sales. So, every sales presentation should be structured to learn what a customer wants to buy and why they want to buy it.
The two most important questions to ask before showing any spa are:
- Have you owned a spa before?
If yes, ask if it is still operational and learn what they liked and didn’t like about it. Their answer tells you what features to discuss later in your sales pitch. If not, make them feel good about deciding to buy a spa and simply say: “You will be amazed how often you use it.” A customer’s reluctance to purchase is almost always related to “Is it worth it?” Usage is almost always the deciding factor on whether they buy. - What size spa are you thinking about owning?
Use the examples of a two-person spa for private use, four-person spa for entertaining or six-person spa to share with kids or friends. You can also ask if they are thinking about a swim spa.
Now you can bring them into the showroom and ask:
- Are you looking for a spa with a lounge where you can get a full-body massage or one with open seating?
Show them one of each. Now you’re not just talking about what kind of spa they want but also discussing the joy of usage. The next question could end up being very decisive. - Have you shopped around and found one you liked and want to see what we have that compares to it in price and features?
No matter what they say, you just brought up the ability to talk about price, which leads to the next question. - What you’re seeing in our showroom is just a sample of what we offer. We’ve got great spas that you can buy for under $8,000 and others loaded with extra features that will run over $10,000. What range do you want to stay within?
You may have thought you asked all the important questions but there’s one key question.
- What’s your biggest reason for wanting to buy a new spa?
No matter what they say, don’t respond. Simply take them to the spa that fits their preferences. Remember, no one comes to your store looking to buy a hot tub. They came to improve their life. Your closing question is never “Do you want to buy it today?” It should be: - When would you like to have this spa delivered?
Wait for a response; if none, say, “The good news is this spa comes with a cover, but we should look at which type of cover lifter you want to make it easy to remove and replace it when you get out.”
Stop selling the spa. Assume the close by having them pick out the lifter they want.