Identifying Opportunity Flashcards
trust based sales communication
a collaborative and two-way form of communication
Categorise Requirments
Functional
Operational
Technical
Transitional
Categorise requirements
Functional
Operational
Technical
Transitional
Functional: How the service should function from the end-user’s perspective. They describe the features and functions with which the end-user will interact directly.
Operational: These define operations that must be carried out in the background to keep the product or process functioning over a period of time.
Technical: Define the technical issues that must be considered to successfully implement the process or create the product.
Transitional: Steps needed to implement the new product or process smoothly.
Why have strategic questioning
- control the flow and direction of the conversation
- facilitate the customers understanding
- demonstrate concern and understanding
- uncover important information
What the customer is telling you or not telling you
Types of Questions
- probing question
- evaluative questions
- tactical questions
- Situation Questions
- Problem Questions
- Implication Questions
- Need-Payoff Questions
Examples
Probing question
Evaluative questions
Tactical questions
- Probing: Clarification, Elaboration, Comparrison, Cause&Effect, Hypothetical
- Evaluative: Attitudes - Opinions - Preferences
- Tactical: used to shift or redirect the topic of discussion.. Earlier you mentioned
Examples
Situation Questions
Problem Questions
Implication Questions
Need-Payoff Questions
- Situation: Facts about situation
- Problem: Problems, difficulties or dissatisfactions
- Implication: Consequences -effects of problems, difficulties or dissatisfactions
- Need-Payoff: Value or usefulness of a proposed solution
assessment
broad bases and general facts describing situation, open ended
Current product questions
- Rented or purchased
- Age / lifespan
