Day 2

Question 1

What is the difference between open ended questions and closed ended questions?

Answer 1

Open ended questions promote conversations while closed ended questions end a conversation or a line of questioning.

Question 2

Give examples of 3 non product-related questions to get to understand your customer.

Answer 2

Tell me about your typical work day. Tell me about your family. What do you like to do in your spare time? What are your hobbies? What do you do for work? etc…

Question 3

What is the goal of asking questions, listening and taking notes?

Answer 3

To find out their needs, wants, and desires; to build trust, to understand them, and to effectively recommend a solution which meets those needs wants and desires.

Question 4

What are two MAIN factors that impact a customers’ purchasing decision?

Answer 4

Trust and Value

Question 5

Give two reasons why using a recommendation sheet/customer experience worksheet benefits you and 2 reasons it benefits the customer.

Answer 5

Me- Helps me keep my facts straight. Helps me make a recommendation based on their needs, wants and desires. Brings back customers who might have not been quite ready to buy when the worksheet was filled out.

Customers- Gives them collateral with all of the discussed information written down in detail. Gives them confidence in what they are buying. Helps them make the connection between what they told us about themselves and why they bought what they bought.

Question 6

How and when do you establish Trust with your customers?

Answer 6

Trust is established during welcoming and opening the sale by using great Words Music and Dance.

Question 7

What are the must do behaviors in “Ask Questions to Understand.”?

Answer 7

Find out their needs, wants, and desires. Use a Rec Sheet/Customer experience worksheet. Summarize their needs and gain agreement.

Question 8

Why is it important to summarize our customers’ needs and gain agreement?

Answer 8

A summarizing statement shows the customer that you’ve been listening, and build the customer’s trust in your ability to recommend the perfect solution.

Question 9

What is the must ask question in “Ask Questions to Understand.”?

Answer 9

What would your perfect solution do for you?

Question 10

What is QAS? Provide and example.

Answer 10

Question Answer Support.

Question 11

What are the types of questions?

Answer 11

CAPITL

• Confirming
• Assumptive
• Probing
• Implication
• TNT (then, now, tomorrow)
• Linked Statement