Discovery & Qualifying
The Fine Art of Asking Precise Questions
Look Back
Connecting: Five Step Process•Attitude•Presentation•Rapport building•Determining needs•Time strategy
Curiosity
Curiosity makes your mind active, observant, opens
up possibilities and brings about understanding
Sincerity
Sincerity is what people see, hear and feel, so they
can believe and move forward.
Precise Questions
Marked by exactness and accuracy of expression;
clearly expressed or delineated
Precise
If you could have three wishes at this moment, what would you wish for?
Precise Questions
• Precise questions are irresistible and stimulate the mind.
• The impulse to answer a precise question is as automatic as the “fight or flight” response.
• The answering reflex is fundamental to discovery and qualifying success.
Precise Questions
• How may I be of service, to you, today?
• How much time, do you, have to spend, with me, today?
• How does this product, compare with what you have, in mind?
How Questions
Understanding
Precise Questions
For you, what is important about …
What color did you have, in mind?
What time do you want me there?
What Questions
Information
Precise Questions
• Why are you thinking about waiting?
• Why this product and not that product?
• Why now?
Why Questions
Reason
The definition of a sale is a series of precise questions
designed to uncover understanding, reasons and
what is important.
Two types of precise questions
Open-Ended
• They cannot be answered by a simple yes or no.
• They usually begin with what, how, and why.
• They do not lead the customer in a specific direction.
• They help the customer discover things.
• They create a situation in which the customer will reveal behavioral style.
Closed-Ended
• They extract simple and specific facts.
• They are useful in gaining commitments.
• They are useful in gaining feedback during conversation.
• They can be used to direct the conversation.
• They can be used to affirm answers.
• They usually begin with who, where and when.
When will you make a decision?
Who else will be involved in the decision?
Is this something you are considering doing now?
Conditions
Decision-making conditions
-
Need-to-know conditions
Five-Step Process
Step One
Ask decision-making condition questions
Transition Listening
Step Two
Ask need-to-know condition questions
Step Three
Listen for buying motivation
Step Four
Repeat to verify
Step Five
Decision-making condition questions
Step One
What is important about …
Importance of Words
Do not change the wording
Question Softener’s
• I’m curious …
• I was wondering …
• Share with me …
• Tell me …
Follow-Up Precise Question
Is there anything else?
Transition Listening
Step Two
Salesperson
Customer
Clients will always give you what you need if you know what to listen for
Ask need-to-know condition questions
Step Three
• Qualify for Experience
• Qualify for Timing
• Qualify for Financial Ability
• Qualify for Status
Qualify for Experience
• Past experience – present position
• What client knows about your product or company
• What client has seen
Qualify for Timing
• Is this something your client is considering doing now
• Time needed to make decision
• Will there be others involved in the decision
• Determine amount of time to devote to client
Qualify for Financial Ability
• Product price range
• Price range client has ‘in mind’
• Price compare with other products client is considering
• Financing
Qualify for Status
• Uncover limiting status
• Interest … now or when
• Availability of all interested parties
• Financing?
Listen for buying motivation
Step Four
Buying Motivations
• Convenience
• Prestige
• People
• Investment
PresentSituation
DesiredSituationMotivation
Repeat to verify
Step Five
• Demonstrate understanding
• Focus sales presentation on what is important to customer
• Produce results for you and your customer in limited time
• Don’t commit to integrating a new idea into your daily sales process until you fully understand why it’s important to implement.
• Practice the idea for at least 21 days straight.
• Give full attention to each idea you are practicing. Don’t just practice to practice. Have a specific intent.
• Evaluate only the sales skill you are practicing at the time. Stay focused!
• Make learning enjoyable.
Practice Makes Perfect