Customers are not willing to buy flawed goods when they are shopping, but at the same time, they are worried that the salesperson would conceal the quality of the goods and feel difficult to talk about it. Actually, there are ways consumers can bring up the topic with the salesperson.
The Wharton School of the University of Pennsylvania conducted an experiment in an electronic appliances shop, in which a customer inquired the salesperson about the flawed goods.
In situation A, the customer asked if the salesperson could explain the product, only 8% of the salespersons would point out the flaws of the product.
In situation B, the customer asked if there were any flaws with the product, 61% of the salespersons would point out the flaws of the product.
In situation C, the customer directly asked where the flaws were, 89% of the salesperson would point out the flaws of the product.
From the experiment, it could be seen that it is easier for the customer to know what the problem is with the product if they ask a question with presupposition.
People generally do not like to face problems. Since everyone would have different interpretations to the same problem, straightforwardly asking ‘what’s the problem here?’ can let others think about the problem directly.
In our daily lives, not only do we have to ask salespersons where the problem is, but also to our subordinates, manufacturers or customers. We can pay more attention to how we might ask questions.