I was a junior salesperson straight out of university...

I had no clue what I was doing.

I'd put on a fake business voice.

I'd wear an ill-fitting suit so I'd feel like a 'businessman'.

One day always sticks in my mind...

I'd been trying to call the CEO of a large company for weeks.

And at last I got my chance - his PA put me through!

This took me completely by surprise. I had become so used to not getting through, that it became part of my ritual to make calls on the assumption I'd never actually get the person on the phone (but felt like I was at least working).

So I was caught off-guard, completely out of my depth.

"Hello?"

...I froze.

My heart raced.

Fight or flight response kicked in.

Palms quickly became sweaty.

There were more experienced colleagues and management sat nearby so I felt self-conscious.

I was having trouble catching my breath - a mix of nerves and adrenaline.

Then in a split second I thought to myself...'the best way of dealing with this situation is to get him talking so that I don't have to.'

So I asked him an open question: -

"Hi John...er...Hi...this is Scott...calling from ABC Ltd (stuttering my words).

Thanks for taking my call (apologetic tone)

Could you tell me a bit about your (XYZ problem / situation) so I can understand if it might make sense to explore further?"

And off he went for a few minutes...

Then, based on his answer I asked another question... and another...and I just kept on asking questions.

I hardly spoke.

By the end of the conversation I had such valuable insight into his business that I managed to schedule a meeting.

I got lucky, he was a friendly CEO.

Given my stammering intro I could easily have been chewed out.

I'd never read a sales book, had no sales training, but accidentally used questioning techniques because I was too intimidated to speak.

Whereas the company strategy was to steamroll anyone we could get on the phone, I used the opposite approach through necessity.

Based on their approach I had thought of selling as 'telling' and fighting to persuade people. That's just tiring and a losing battle before you even begin.

It was only when I became more experienced that I realised asking good questions and actually LISTENING is exactly what a salesperson needs to do.

Often the toughest situations are our best teachers.