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HATERS GONNA HATE: Your Turn to Ask the Questions!

by Luann Udell on 7/22/2017 9:17:45 AM

This post is by Luann Udell, regular contributing author for FineArtViews. She's blogged since 2002 about the business side--and the spiritual inside--of art. She says, "I share my experiences so you won't have to make ALL the same mistakes I did...."  For ten years, Luann also wrote a column ("Craft Matters") for The Crafts Report magazine (a monthly business resource for the crafts professional) where she explored the funnier side of her life in craft. She's a double-juried member of the prestigious League of New Hampshire Craftsmen (fiber & art jewelry). Her work has appeared in books, magazines and newspapers across the country and she is a published writer.




To make a sale, you need a dialogue, not a monologue.


To date, this series has focused on how to respond to the (usually) innocent but sometimes awkward or even tricky questions people ask us when they are intrigued by our artwork.


I still have questions I want to cover. But I also sense that many of you are “getting it”. You now realize that these moments are not an inconvenience, but an opportunity for you. A chance to have a conversation about your work, and you....and your potential customer!


Yes, them! They know who WE are. Time to find out who THEY are.


So we’ll set aside for now about how to answer the questions about your prices, your process, your website, your galleries.


You’ve gently shifted the questions about your materials into your reasons WHY you choose those materials (in ways that benefit your customers).


You’ve used the questions about your process to share WHY you work the way you do (and how that benefits them). You’ve answered the questions about your subject matter with the reasons WHY you feel drawn to this work, these subjects, these landscapes—and how that lifts YOU, and why it might lift them, too.


You’ve used their questions to direct their attention to another work they may not have noticed, or another piece that tells a similar story.


If they’ve asked for a discount or made an offer that’s not acceptable to you, you’ve used the “No, but if...” response to challenge them gently to commit.


You’ve answered the questions about where you get your ideas, with the story of how you came to be the artist you are today, and where you want to go with that in the future—and how that’s made you a better person in the world, and how that helps OTHERS be better people in the world.


Now there’s a lull in the conversation, but the person is not looking around for a way out, moving away to look at another piece, or saying, “Thank you, I’ll be back!”


There’s more to say, and it’s up to YOU to start this particular conversation.


By asking THEM questions!


Let’s focus on some simple guidelines for the questions YOU will ask.


Every question you ask will be a gentle, light way of finding out what this visitor finds fascinating about your work.


“So I’m curious—what brought you into my booth?” or “So what is the piece in my studio that first got your attention?”  “What spoke to you about it?”

From their answer, you can expand into what’s special about that particular work, what it is that supports and justifies their attraction to it: “I’m glad you like that one, it’s one of my favorites because.....” or “You’re right, it’s an unusual piece for me because.....”


You’ve explained what you’ve learned about that “first enticing piece”—that it’s not the same for every visitor, that every person has been attracted to different works, for different reasons. There’s an unspoken, non-verbal, unconscious connection between your visitor and that particular piece. And it matters, on a deep level. Let’s find out!


Use open-ended questions. Keep away from questions that can be answered “yes” or “no”.


Instead of, “Is this the kind of work you usually collect?”, “What kind of work do you usually collect?”


“Are you attracted to a piece for yourself, or are you shopping for a gift?”


Instead of, “Is the price too high?” ask, “What price range are you working with today?” If it’s higher, or lower, show them a similar piece, accordingly. If the price is right, keep moving!


And when it’s obvious they really, really, REALLY love that one piece, and yet they’re still hesitating....


If you’ve done your homework, anticipated their questions, replied in good faith, in an authentic way that’s kept the conversation going...


If you’ve asked YOUR questions... if you’ve determined what it is in your work that’s calling to them...


If, in spite of the connection you’ve made, and the trust you’ve established...


They are still hesitating.....take a moment.


NOW you can quietly, gently, ask:


“What’s holding you back?”


Listen carefully to what they say.


These will be what are known in sales as “objections”. It may be one thing, or several. They may be major concerns, or simple. They may be insurmountable, or easily fixed.


It’s good for us artists to anticipate what these concerns are. Some we may have heard before, and many of us will assume it’s the price. Often, it’s not about the price, though, and “assuming” they can’t afford it can be off-putting for the client. This is why I prefer to simply ask, rather than assume, or guess.


I’ve been astonished by some of the responses I’ve received.


And most—if not all of them--are easily addressed.


Next week, I’ll share some of the objections I’ve received, and how I’ve handled them.


Take some time to make a note on the “objections” you’ve heard (“I love this one, but I hate the frame!”, “It’s a little more than I usually spend.”) If you don’t see your customers’ usual objections in the list, let me know.


I also know some of you have come up with some wonderful solutions, yourself, to meet these obstacles. Be sure to share them!


Be prepared to respond in a way that moves the conversation forward. (Hint: “Sorry, can’t help you, gotta go” is not a way to do that.)

And remember, even if we can’t find a way around the issue NOW....and they leave without purchasing the work.....

They’ve asked. You’ve engaged. You’ve asked, and they’ve responded.

They know who you are, and they’re intrigued to the point of allllllmost buying something.


Give them your card. Now is the time to refer them to your website. Get their address (email, snail mail), and stay in touch.


Because someday, they really, really will BE BACK!




Editor's Note:

Change can be hard, but it's necessary in order to grow as an artist. So when it's time to take a fresh approach to marketing your art, a professional website can be your most valuable tool. And FASO is the easiest way to build and maintain a gorgeous website and we provide you with some great art marketing tools that automate many common marketing tasks for you. Click here to start your FREE TRIAL today. 


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Related Posts:


HATERS GONNA HATE: Where There’s Smoke, There’s Fire

HATERS GONNA HATE: And Lovers Gonna Love

Haters Gonna Hate


HATERS GONNA HATE: You’re Not Really My Friend

Topics: advice for artists | Art Business | art collectors | FineArtViews | inspiration | Luann Udell | sell art 

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Linda Star Landon
Hi Luann. Several years ago a young woman came into my booth at an art festival and fell in love with one of my paintings. She told me that she was a dermatologist and that she was just starting out and could not afford the painting at this time. She asked if I would be willing to trade the painting for some skin treatments. I politely said no. I think she purchased a few greeting cards and left. The next year she came back and bought that painting. It was still available so I guess it was meant to be hers. Then over the next few years she purchased 5 more of my paintings.

I love this series!

Gail Mardfin
Luann, this series of articles has been great. I only participate in one show a year, but I will remember all of your great advice. I love your positive perspective, reminding us not to make assumptions.

Dawn G Lundquist
Wonderful article about art sales. Has some real meat to it. I've been selling art for 30 years and this advice is specific and precise. Looking forward to the next article

Marilyn Wendling
Hi Luann! You do such a great job of articulating these show scenarios. I really appreciate the thought and experience you put into the various responses. Thank you! You are right on!

Luann Udell
Linda, good on you! It can be hard to turn down an offer, even a barter, when sales are slumpy. I've done it, but rarely. And almost always, when I stick to my guns, the buyer decides they have to have it anyway. I'm delighted your admirer came back for more!

Luann Udell
OK, CG, tell me what it is about this series you like? And if you have a question people ask, that you find hard to answer, post it here!

Luann Udell
Gail, I'm so glad you're finding value here. We're kind of hard-wired to make assumptions, and also hard-wired to assume the worst. It's what kept us safe from sabertooth tigers! But when we're dealing with people who are attracted to the work we do, this can work against us. I'd love to hear how your show goes this year, what in this series worked for you, and what didn't, okay?

Luann Udell
Ooooh, Dawn, THANK YOU, that's a great compliment! I'm still learning, too, but I'm always happy to share what's worked for me. :^)

Luann Udell
Marilyn, if I can get you to your happy place, that's half the battle! So glad you're enjoying the series!

who wants to read about more haters and hate? it makes me ill to see the title of your blog. Is it a nod to national politics ? If that's the tone of news letters from FASO I won't be reading many

I like this feature, and find myself looking forward to the weekly installation. I feel like it is anything but negative...rather it helps me visualize how to sail through tricky situations. Thanks! keep up the good work.

Luann Udell
LOL, Glenn, I take it you didn't read the introduction to this series, and you're not familiar with "Haters gonna hate, lovers gonna love." Nor that this hip-hop meme means: Haters Gonna Hate is a catchphrase used to indicate a disregard for hostile remarks addressed towards the speaker.

This series is advice for artists on how to reframe well-meant comments about our work, and how to fend off the ones that are kind of poopy.

Irony, no? :^)

Luann Udell
CG, thank you, I'm glad you're enjoying this series on how to connect, reframe, reflect, deflect, and protect the work of our hearts.

How does this work when you're deaf and you cringe at the thought of having a conversation with any stranger? It's hard enough with friends who know your 'peculiar' retorts but a stranger just thinks you're "strange . . ."

Luann Udell
Hmmmmm, I've never had this question before! What do you do NOW when you meet new folks at a party, a gathering, etc.?

And never underestimate the power of good signage! That's coming up in a future article. Stay tuned! :^)


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