Approaches to Selling› Gaining Prospect Involvement› Probing for Needs› Types of Probing Questions

PROSPECTING

PREAPPROACH

APPROACH

NEED IDENTIFICATION

PRESENTATION

HANDLING OBJECTIONS

GAINING COMMITMENT

FOLLOW - UP

You’ve probably found yourself in selling situations all your life!

Rejected? Wonder why?

The “Hard Sell”…..

What did that sound like?

Through ________________ and probing, encourage prospect’s involvement in identifying their needs.› Promote atmosphere of openness to exchange

_________________ and feelings.› Establish trusting ____________________ with your

prospect. Make suggestions and ______________ _______________.

When asking need questions or “probing”, keep these tips in mind: 1. Don’t ask questions that might lead to situations you

can’t escape2. Ask only ______ questions at a time3. Allow prospect to answer each question4. Listen… concentrate on what the buyer is saying

Prospects buy _________________ that satisfy their organization’s needs!

__________ types of needs:1. Financial – Refers to maintaining or improving monetary

results; controlling ________________2. Image – Refers to maintaining or improving __________________

or credibility3. Performance – Refers to maintaining or improving

________________________

Why do we need to classify a prospect’s needs?? 1. To understand the ____________behind a buyer’s decision and

what ________________ the buyer to make a purchase2. To establish a direction for _________________ and conducting

the sales call3. To _______________ and apply ________________ that satisfy

specific organization or personal needs

1. Closed Questions2. Open – Ended Questions3. Directive Questions4. Reflective Questions

Closed Questions Closed questions can be answered in only a few

words› Yes or No› Not effective developing customer needs because the

prospect provides very little information› Use closed questions _____________________!

Open – Ended Questions Open - ended questions invite true expression of

opinion and feeling› OE questions prompt prospect for more information› May be favorable or unfavorable to you› Cannot be answered with a “yes” or “no”

Who?... What?... When?... Where?... Why?... How?...

Directive Questions Directive questions are used to get the buyer to

concentrate on the parts of your proposal he/she is comfortable or agrees with› DQ’s request expansion or further explanation on a

particular point› Gets prospect to explore areas of agreement and focus

less on areas of disagreement› Good to reestablish positive communication› Use DQ’s ________________________

VS

Reflective Questions Used to __________________ prospect’s meaning to

determine their needs› Can be used to buy you some “thinking” time when you get

a surprise objection› Careful listening is required for RQ’s› Use RQ’s _________________________

Respond to each with an open ended question:

1. “I don’t like your proposal.”2. “Golly, I think your ideas are terrific, but to

tell you the truth, the boss just can’t see doing something new like this. I don’t think he would buy it.”

3. “I don’t know. I’ll have to think it over.”4. “I’ll have to talk to someone else about it.”

Respond to each with a directive question:

1. “Golly, I think your ideas are terrific, but to tell you the truth, the boss just can’t see doing something new like this. I don’t think he would buy it.”

2. “I like your remodeled rooms, but they cost too much.”

3. “That’s a good room rate, but your banquet service prices are too high.”

4. “A new corporate program, eh? It’s about time you guys came up with something new. See me in three months and we can talk it over then.”

Respond to each with a reflective question:

1. “There’s certainly a lot to be said for your plan, but I’d like to think it over and get back to you.”

2. “Anyone can find reasons for changing, however, before we start using your hotel for all our business travel, you have to present me with a significant reason for doing so.”

3. “You know, I’ve been in the business a long time and I’ve heard the same old story from you guys for many years.”

4. “Your proposal is great for the big company, but my company needs are entirely different.”

Surf expedia.com Come up with at least 5 questions for

Sydney Freas, Market Manager for Houston/Galveston – Expedia.com and Hotels.com

Questions should be a combination of› Open ended› Closed ended› Directive› Reflective