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Solutions Advisory > NEPQ > Flashcards

NEPQ Flashcards

1
Q

What are the 5 stages of NEPQ in order?

A
  1. Connecting
  2. Engagement
  3. Transitional
  4. Presentation
  5. Commitment
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2
Q

What is the objective of the Connecting Stage?

A

Put the focus on the prospect and off you. Get the prospect to lower their guard.

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3
Q

What is the objective of the Engagement Stage?

A

Help the prospect build the gap in their mind.

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4
Q

What is the objective of the Transitional Stage?

A

Getting them to see what the future looks like once the problem is solved. Transition to presenting your solution.

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5
Q

What is the objective of the Presentation Stage?

A

Demonstrates how the specific advantages and benefits of your solution will solve their problem. Help the client emotionally connect the dots.

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6
Q

What is the objective of the Commitment Stage?

A

Helps them commit and take the next step to purchase your solution. Help the client close themselves.

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7
Q

What are the 5 question types of the Engagement Stage in order?

A
  1. Situation
  2. Problem Awareness
  3. Solution Awareness
  4. Consequences
  5. Qualifying
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8
Q

What is the objective of the Situation Questions?

A

Basic Facts: Who is your prospect and what is their present situation.

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9
Q

What is the objective of the Problem Awareness Questions?

A

Opening the emotional door to finding out what their problems are, why they have those problems and how it’s affecting them.

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10
Q

What is the objective of the Solution Awareness Questions?

A

Involving your potential customers and their ideas which strengthens the benefits of solving their problems.

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11
Q

What is the objective of the Consequences Questions?

A

Helping potential customers question their way of thinking and explore the consequences of not solving their problem.

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12
Q

What is the objective of the Qualifying Questions?

A

Confirms how important it is for them to make a change and take action.

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13
Q

What are some Connecting Questions?

A

We would have to understand more about what you have in place now for [what you are talking with them about] – just to see if we could help. Maybe you don’t even need us.

You probably came here with very specific questions and issues. Is it a problem if we start with the things that are top-of-mind for you?

Now, from your perspective, what would be a valuable way for us to spend this time together today?

What were you hoping to get out of this meeting, if anything?

I was just curious: what was it about our company that attracted your attention?

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14
Q

What are some Situation Questions?

A

Can you tell me, how are you handling your IT now?

And, just how long have you been doing it that way?

Can you tell me a little bit about the systems you have in place and how you are using them today?

What would you say is working with your current IT?

What do you like about [what they like]?

And, what would you say is not working too well with your current IT?

Why do you not like [what they don’t like]?

Has that had an impact on you? In what way?

What have you done about changing this, if anything?

In what ways is your IT proactive, meaning maintenance what is being done to ensure that issues don’t pop up to begin with?

Can you give me a specific example so I understand better?

Can you walk me through what you meant by that?

Can you unwrap that for me?

Explain what you mean by…

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15
Q

What are some Problem Awareness Questions?

A

Is there anything else you like and don’t like about your current IT?

What’s been your toughest thing you’ve had to deal with recently? Tell me more….

I’m curious: in what ways has that impacted you?

How are you ensuring that your current IT is meeting your needs to help you grow your business?

How are you ensuring that your IT systems and processes are adhering to best practices and standards to prevent potential outages or, heaven forbid, a breach, to know that you are fully protected?

How do you make sure you are investing in the right technology for your business strategy, so you don’t buy something you don’t need?

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16
Q

What are some Solution Awareness Questions?

A

What have you done about changing this, if anything?

What’s preventing you from changing your situation?

Let’s say we implement solutions that prevents [problems], knowing that was there, what would that do for you and your company?

What would it do for you, personally, though?

Can you go over, with me, the qualities you look for when choosing a partner to work with?

17
Q

What are some Consequences Questions?

A

How much do you think this problem is costing you in lost revenue, sales, productivity, reputation, etc.?

Have you lost clients because of these issues? How much were those clients worth to you financially?

Have you thought about the possible ramifications of not doing anything about your situation? What happens to your business at that point?

It sounds like you have been struggling with these issues for a while. Tell me, what’s driving the need to change your situation now, though?

18
Q

What are some Transition Questions?

A

Based on what you told me, what we do might actually work for you.

May I walk you through our process and philosophy on IT support to see if that might be the answer you have been looking for?

19
Q

What are some Presentation Questions?

A

Does that make sense?

Are we on the same page?

Do you see how that works?

How do you see that helping you the most?

Any questions on that?

20
Q

What are some Commitment Questions?

A

Do you feel like this could be the answer for you? Why though?

Can you walk me through the criteria you use when picking a company to solve these issues you talked about?

Can you walk me through your company’s decision making process when it comes to solving these types of problems?

There are a lot of decent IT service providers around town. Why would you want to choose us?

21
Q

What is the 3-step formula to help prospects overcome their concerns?

A
  1. CLARIFY - First, we have to understand exactly what their concern is, and why they have the concern - what’s behind it?
  2. DISCUSS - Now, once you know what their real concern is and why they feel that way you will then discuss it like a friend talking to another friend, conversationally.
  3. DIFFUSE - You’re going to ask them how they see themselves resolving their concerns.
22
Q

What does the Curious Tone trigger in the prospect?

A

Used to pique the prospect’s interest and curiosity. This tonality is often employed at the beginning of a conversation to engage the prospect and make them more open to the discussion.

23
Q

What does the Skeptical/Challenging Tone trigger in the prospect?

A

This is used to express skepticism or doubt, often about the prospect’s current situation or solutions they are using. It’s designed to make the prospect evaluate their current methods and be more receptive to new solutions.

24
Q

What does the Concerned Tone trigger in the prospect?

A

Employed to show empathy and understanding of the prospect’s challenges or pain points. This tonality helps in building rapport and trust, making the prospect feel understood and supported.

25
Q

What does the Urgency Tone trigger in the prospect?

A

Used to create a sense of urgency or importance around the need for a solution. This tonality is effective in motivating the prospect to take action.

26
Q

What does the Reassuring Tone trigger in the prospect?

A

This is used to provide comfort and reassurance to the prospect, especially when addressing objections or concerns. It helps in maintaining a positive and supportive environment during the sales conversation.

27
Q

What does the Authority Tone trigger in the prospect?

A

Used to establish the salesperson’s expertise and credibility. This tonality is crucial in situations where it’s important to demonstrate knowledge and build trust in the salesperson’s recommendations.

28
Q

Why does your tone matter?

A

Your tone is how your prospects interpret the meaning behind the question you are asking.

29
Q

What question types typically call for more of a Curious Tone?

A

Connection

Situation

Problem Awareness

Solution Awareness

30
Q

What question types typically call for more of a Skeptical Tone?

A

Problem Awareness

Solution Awareness

Consequence

31
Q

What question types typically call for more of a Concerned Tone?

A

Solution Awareness

Consequence

32
Q

What is verbal pacing?

A

When you pace out the question using verbal pauses which triggers the prospect to emotionally stay in tune with what you are asking. It triggers the prospect’s brain to internalize the question you are asking.

33
Q

How do you help the prospect re-live pain to elicit the emotions required to drive change?

A

By using Problem Awareness and Solution Awareness questions, you help the prospect tell themselves why they want to change (self-persuasion). These questions cause the prospect to go below the surface emotionally to open up.

34
Q

What do you do when a prospect mentions a feeling?

A

Probe those emotions using the 3-Step Process. Use the Curious Tone.

35
Q

When do you answer a prospect’s question?

A

Only after you know why they are asking the question. If you you are unsure, get clarity.

36
Q

What are questions to use in the Clarify step in the 3-Step Process?

A

When you say… (Repeat back what they said) what do you mean by that, or how do you mean by that?

Why do you ask that?

I’m curious: why do you feel this way?

Can I ask where you got that information from?

How did you arrive at thinking that way?

37
Q

What are questions to use in the Diffuse step in the 3-Step Process?

A

Suppose it wasn’t what you thought it was?

Suppose you could…?

What if we could…?

If there was a way you could ___, would that help you?

38
Q

What does the Playful Tone trigger in the prospect?

A

It lets the prospect know you are human. It lowers the prospect’s guard.

Solutions Advisory (2 decks)

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