NEPQ Flashcards
What is the primary mindset of a trusted advisor?
To guide customers by uncovering their problems, offering tailored solutions, and building trust through curiosity and empathy.
What is the goal of asking problem-awareness questions?
To help the customer realize the gap between where they are and where they want to be, creating urgency for change.
Why is it important to remain neutral when asking questions?
Staying neutral ensures customers don’t feel pressured and are more likely to share openly.
How should your tone sound when asking curiosity-based questions?
Calm, empathetic, and genuinely interested in their needs, not overly enthusiastic or pushy.
What’s a good opening line for a warm lead?
“Hi [Name], I noticed you were checking out [Vehicle]. What caught your attention about it?”
Why should you avoid asking ‘yes’ or ‘no’ questions early in a conversation?
Open-ended questions encourage the customer to share more information and feel more engaged.
What is a good problem-awareness question?
“What’s been your biggest frustration with your current vehicle?”
Why is it important to dig deeper into the customer’s problem?
It helps uncover emotional motivators and strengthens their desire for a solution.
What is a good solution-awareness question?
“What would an ideal vehicle look like for you, given your daily needs?”
Why is summarizing the customer’s answers important?
It shows active listening and ensures you understand their concerns accurately.
What’s the first thing you should do when handling objections?
Acknowledge the objection without dismissing it (e.g., “That makes sense. Can you tell me more about that?”).
How do you handle the objection, ‘I need to think about it’?
Respond with, “Of course, that makes sense. Just so I can understand, what’s the biggest factor you’re considering?”
Why is it important to stay calm and neutral when handling objections?
It reduces tension and creates a safe space for the customer to share their real concerns.
What’s a transitional phrase you can use when closing?
“Based on what you’ve shared, it seems like this would solve [problem]. Would you feel comfortable moving forward?”
Why should you tie the solution back to their problem during the close?
It reinforces the value of the solution and makes the decision feel logical and beneficial.
How can you prevent buyer’s remorse during closing?
Reaffirm their decision by saying, “This is going to make such a difference for [their specific situation]. You’re going to love it.”
How do you follow up with a customer who didn’t buy?
“Hi [Name], I’ve been thinking about our conversation and had a couple of ideas that might help. Would it be okay if we chatted again?”
Why is it important to avoid being pushy during follow-ups?
It builds trust and shows that you respect their decision-making process.
What’s a good follow-up question after a sale?
“Hi [Name], how’s everything going with your new [Vehicle]? Any questions or concerns I can help with?”
Why is following up after a sale important?
It strengthens the relationship, encourages referrals, and reinforces your role as a trusted advisor.
What’s a good opening line for a cold call?
“Hi [Name], I’m not sure if this is relevant to you, but I wanted to reach out because I thought you might find this interesting.”
Why is curiosity important in cold calling?
It lowers resistance and gets the prospect intrigued enough to engage in the conversation.
How do you build trust with a customer?
By listening actively, asking thoughtful questions, and showing genuine interest in their needs rather than focusing on your agenda.
Why is tonality important when building trust?
Your tone conveys sincerity, empathy, and professionalism, making customers feel at ease.
What should your mindset be during a sales conversation?
Approach every conversation with the mindset of helping, not selling.
Why does asking ‘What caused you to start looking for a new vehicle?’ work?
It taps into their emotional motivators and gives insight into their pain points.
Why should you never assume the customer’s needs?
Assumptions can break trust. Letting them explain ensures you fully understand their perspective.
Why is it helpful to reframe objections into questions?
It shifts the focus from resistance to problem-solving.
