NEPQ General Flashcards
1
Q
What is the goal of sales?
A
To interact with a potential customer and discover if there is a potential sale to be made or not.
2
Q
What are the three things you must do to sell in the modern world?
A
- Learn to eliminate sales resistance
- Focus on the customer
- Get the customer to think for themselves and question their current way of thinking.
3
Q
What is is the D in DELTA?
A
Develop prospective customers interest so that they are willing to hear you out.
4
Q
What is the E in DELTA?
A
Engage customers in a meaningful dialogue.
5
Q
What is the L in DELTA?
A
Learn the prospect’s situation/problem/challenge.
6
Q
What is the T in DELTA?
A
Tell your story after you clearly understand that your product or service is a fit for their situation, problem or challenge.
7
Q
What is the A in DELTA?
A
Ask for a commitment - that is, when a commitment is appropriate.
8
Q
What is sales myth #1?
A
Selling is a numbers game.
9
Q
What is sales myth #2?
A
Rejection is just a part of sales.
10
Q
What is sales myth #3?
A
You need to be enthusiastic about your product/service.
11
Q
What is sales myth #4?
A
The sale is lost at the end of the sale.
12
Q
What is sales myth #5?
A
If you assume the sale, they will buy.
13
Q
What is sales myth #6?
A
Always be closing.
14
Q
What are the 5 principles of the new model of selling?
A
- Be a problem finder and solver, not a product pusher.
- Timing is everything. Ask the right questions at the right time.
- Listen to what your prospect means. Not just what they say.
- Use the commitment formula. Summarise - Relate To Benefits - Qualify - Commitment Question.
- Eliminate sales pressure and resistance by building trust using neutral language, and prioritising the prospects agenda.
15
Q
What’s your opener?
A
Hi, is this [company name]? (uncertain tone)
Hi there, this just James Kane… I was wondering if you could possibly help me out for a moment?
16
Q
Prospect: “Sure, how can I help you?”
A
“Well I’m not quite sure that you could yet… I was just wondering if you would be opposed to looking at any possible issues with how you’re currently getting new customers, that may be causing you to waste time chasing unqualified leads or heavy price shoppers?”
17
Q
Prospect: “Who’s this? What’s this all about?”
A
“Oh, I apologise, I didn’t mean to offend you, what we do is, you know how…”
18
Q
Prospect: “We already have an agency.”
A
“Yeah, that’s pretty normal, and to be frank, I’m not sure we can even help you yet. I would have to know a little bit more about the the quantity and quality of the leads you’re getting to see whether we can even help you. And if we can’t, we can just end the call, or I might be able to suggest someone to you who could better help you in that area. Would that be appropriate?”
19
Q
Prospect:
1. “What’s this all about?”
2. “Who are you?”
A
“You know how a lot of contractors nowadays are completely reliant on referrals and find it difficult to advertise with the increasing cost of ads and the changes going on in the online advertising space? Well we help contractors like that bring in higher quality leads at a lower ad cost so they can get back all the time they spend chasing time wasters and have a system that makes their income much more predictable and controllable”
(Pause)
“Does that resonate with you or is it something you/your company could be experiencing?”
20
Q
If the prospect is really interested in your personalised opener, what do you say/do?
A
Go right into your first situation question, for example:
“Now I guess I should probably ask how you currently get new customers just to see if I could actually help you?”
21
Q
What is the longer situation question that can be used after the problem statement and personalised introduction?
A
“Before i go through who we are, what we do, and all that kind of boring stuff, it might be appropriate if we knew a little bit more about your business and what you do to get new customers to see whether we could actually help you. If you don’t mind me asking, how do you currently get new customers?”
22
Q
Prospect: “What are you selling?!”
A
“Oh, I apologise if I have offended you. I’m not actually convinced that I could even help you yet. And it might be appropriate if we asked each other a few questions to see whether what we do could even help you. Would that work? [or] Would that be appropriate? [or] Would you be opposed to that?
23
Q
How do you know if you are connecting with a prospect?
A
By how much of their history they share with you. The more skilled the questions. The more they will open up.
24
Q
What three destination points will you eventually arrive at with your prospect?
A
- They have no need
- They have a need but no real desire to change their situation
- They have a need and a real desire to change their situation.
25
When you share data about your product or service, what must you do?
Follow it up with a question about what they think about that information and how, if at all, it might benefit their situation.
26
Why do we ask targeted questions?
Because the customer elucidating benefits or consequences is much more powerful than us simply telling them. When we do that, they are likely to become skeptical.
27
Why do we include verbal pausing?
Because without it your message can become confusing.
28
Name 6 verbal cues.
1. “Right!”
2. “Tell me more…”
3. “Uh-huh.”
4. “Oh, I see.”
5. “Hmmm…”
6. “Is that right?”
29
How should a sales call be structured in the new model of selling?
- 85% Engagement.
- 10% Presentation.
- 5% Closing.
30
What are clues?
Something the prospect does or does not say that generates a follow up question that promotes further clarification.
31
How do prospects convey clues?
Emotional tonality and body language.
32
Why be silent and pause when you ask a prospect a question?
Because it is respectful and courteous. By being open your prospect will be open as well.
33
Name the 7 different types of questions in NEPQ in order.
1. Connection questions
2. Situation questions
3. Problem awareness questions
4. Solution awareness questions
5. Consequences questions
6. Qualifying questions
7. Transition questions
34
What are connecting questions?
Questions that take the focus away from you and out the focus on the prospect.
35
What are situation questions?
Questions that help you find out what their present situation is.
36
What are problem awareness questions?
What problems do they have, if any, what caused them, and how are they affecting them?
37
What are solution awareness questions?
Questions that involve your prospect and their idea, which causes them to emotionally attach themselves to solving their problem and doing that **with** you while seeing what their future will look like when the problem is solved.
38
What are consequence questions?
Questions that help the prospect question their way of thinking and explore the consequences of not changing their situation.
39
What are qualifying questions?
Questions that confirm how important it is for them to change their situation.
40
What are transition questions?
Questions that help you naturally transition into going over how your solution will help them solve their problem. These questions give you the correct setup to present your solution at the right time.
41
What are the two main things you should ask yourself when it comes to a sales interaction?
1. “What is my purpose?”
2. “What do I plan to do?”
42
What are the 8 laws of sales intent?
1. I intend to have empathy and see things from the customers point of view.
2. I intent to focus on them and not me.
3. I intent to find people who truly want what I am offering.
4. I intend to be seen as different, unique, and the consummate professional.
5. I intend to master the knowledge I need to be seen as an expert in my business.
6. I intend to prepare for every call, not because it is important to me, but because it is important to my customers and prospects.
7. I intend to use words and find language that will resonate with my prospects and be compelling.
8. I intend to have an internal locus of control because I understand that I am responsible for the outcomes of my actions.
43
“Could you tell me what [your service] is all about?”
“Oh, for sure I can go through all the details with you if you’d like, but I was just curious… when you [how they came across your service], what was it about it that attracted your attention?”
44
What kind of question is this?
“What was it about [my service] that attracted your attention?”
Connection question.
45
Why do we ask the “what was it about [our service] that attracted your attention?”
Because they’ll tell you, and more importantly themselves about why they were interested in the first place. This is the first step towards them persuading themselves to fully listen to you and what you have to offer. The second reason is that you’ll start to see a picture of why they’re interested and what they need.
46
What should you always follow up the initial connection question with?
“Was there anything else that attracted your attention?”
47
What’s the third connection question?
“Do you know what you’re looking for?”
48
What kind of question comes after the connection questions? Give an example for your niche.
A situation question, depending on what you sell. For home improvement: “Can I ask how you’re currently getting new customers?”
49
How do you set the frame on a discovery call?
“The first part of the call I would say is for me to find out more about what you’ve been doing to get new customers, and really what you’re looking for now, just to see if we could actually even help you, as there are some people out there that there’s just not much we can do for them”
50
What do you follow up the call framing statement with?
“And what were you hoping to get out of the call today, just so I understand better?”
OR
“And do you what you’re looking for?”
51
Which questions are the DNA of the sales conversation? The foundation upon which you’ll build your entire sales conversation?
Situation questions.
52
What is the goal of situation questions?
To learn what a prospects present situation is, what problems they’re having, the cause of those problems and how said problems are affecting them (what emotion they are feeling).
53
Why must situation questions be answered before the offer?
To see whether we can even help them. We can’t change what the customer thinks unless we know what they think and how they approach a situation where our service might be the right solution.
54
What do you say to transition into situation questions?
“It might be appropriate if I knew a little bit more about your business and what you do to see whether we could actually help you in the first place. For example, how do you currently bring in new customers?”
55
Summarise the steps to take when calling a lead.
1. State who you are.
2. State where you are from.
3. Reference the medium they booked through and remind them they agreed to the call.
4. Ask them whether this is still an appropriate time.
5. Indicate that you are not attached to the sale by stating the obvious.
6. Find out what their present situation is and, using connection and situation questions, ask how you can potentially help them.
56
What is the #1 way to decrease anxiety in the sales process?
Focus 100% of your attention on the prospect and their needs.
57
What is the maximum limit of situation questions you should ask in a row? And why?
3 - 4. If you ask more than that, your prospect may feel like you’re interrogating them.
58
When do you ask problem awareness questions? And how should you start?
Right after you ask 2 - 3 situation questions. Always start out by asking them whether they like what they have now.
59
What do you say if a customer says that they do like what they’re currently doing?
“Well [name], it sounds like things are going fairly well for you… is there anything you would change about how you’re currently getting new customers if you could?”
60
If the customer responds to the problem awareness question that they don’t like something about their current strategy, what kind of question should you ask?
A probing question. E.g. “But why though?”
61
What are the 5 benefits of problem awareness questions?
1. They encourage your prospective customers to share their opinions, emotions, feelings and worries. They feel safe with you, trust you, and feel they can open up.
2. They encourage your prospects to share their likes and dislikes and how their problems are affecting them.
3. They give both of you a front-row seat to what their problems are, what causes those problems, and why it’s important for them to change.
4. They make you look extremely smart, professional and considerate. You’ll become a trusted expert, and you’ll also be come the trusted authority in your prospects mind. Plus, you’ll form a priceless emotional connection.
5. While most sales people only get to the facts, you’ll be getting their emotions and feelings.
62
Why must we turn our statements into questions?
Because trying to fully understand the prospects concerns helps them to sell themselves on the change they need to make.
63
Give some examples of phrases you can use to turn your statements into questions.
1. “What if”
2. “What do you think about…”
3. “Do you think…”
4. “If you could…”
64
Pro tip when asking uncovering prospects concerns?
Don’t tell your prospects about what you know or what you have. Instead, ask questions that will uncover and explore what they know about the situation first.
65
What do probing questions do?
They invite the prospect to elaborate and bring out their emotions and feelings?
66
What happens if we don’t ask probing questions at the right time?
You don’t bring out the emotions of the prospect, so they don’t feel the need to change.
67
Give 5 examples of probing questions.
1. “How long has that been going on for?”
2. “Has that had an impact on you?”
3. “In what way?”
4. “What bothers you the most about this?”
5. “How tough a position did that put you in?”
68
What do clarifying questions allow you to do?
They allow you and your prospect to go much deeper than they would normally with a typical sales person. They uncover problems that demand satisfaction and the prospect will own their problems. You are both now connected and determined to solve their problems.
69
Give 6 examples of clarifying questions.
1. “Can I ask why you said that?”
2. “What do you mean by that?”
3. “How do you mean?”
4. “When you say that… what do you mean exactly?”
5. “How do you feel about that?”
6. “Can I ask why you want that though?”
70
Give 10 more examples of clarifying questions.
1. “Could you tell me more about…”
2. “Could you elaborate more on that?
3. “I’m not sure I understand…”
4. “How does your spouse/boss feel about that?”
5. “Why do you say that?”
6. “Why now though?”
7. “Is there anything else I should know about that?”
8. “Why do you feel that way still?”
9. “So what you’re saying is…?”
10. “Can you help me better understand…?”
71
When do we start asking solution awareness questions?
After asking the appropriate problem awareness, probing and clarifying questions.
72
What is the purpose of solution awareness questions?
To figure out exactly what your prospect understands about what they’re looking for.
73
Why are solution awareness questions so important before moving to the commitment stage?
Because they’ll know how things are in their world and how they got to that point. But they may not yet fully understand how your service fits into that picture of their world, and they may not know how to connect the past and the future together.
74
What happens in your prospects mind as they answer your solution awareness questions?
They will consciously and subconsciously see, that by taking action, they can indeed change their situation and solve their problems. They will start to feel the benefits of having their situation changed as they listen to their own words. This is called their ‘objective state’”
75
How do solution questions differ from the other types of questions we ask?
They can be asked at any time during the sales conversation.
76
What are the two basic versions of solution awareness questions?
1. “What have you done about changing your situation?”
2. “What would you do if you could?”
77
When asking solution awareness questions, what question is the foundation for finding out what they have done, if anything?
“Have you been out there looking for anything that would give you what you’re wanting?”
78
In the post-trust era, prospects naturally fear that once they transfer their money to you for your solution, you might let them down. What do you do if that happens?
Immediately interject with a pretend question, to provoke the potential customer to make smaller decisions that move them forward in the buying process.
79
What’s the 3 stage evolution of a pretend question?
1. “How do you see your life being different than it is now?”
2. “How would it be different for you by making that change?”
3. “How would that make you feel?”
80
Why do we ask pretend questions?
It removes sales pressure because it allows the prospect to imagine pulling the trigger solely as a hypothetical.
81
What is pretend rule #1? Give an example.
Make the decision conditional.
- “If you were to go ahead with this…”
- “When would you…”
- “What kind would you…”
- “How many would you…”
82
What is pretend rule #2?
Remove the salesperson. Leave out the word ‘I’ and use neutral language.
83
How do you structure a pretend question following rule #2?
“If there was a way that we could [benefit/remove pain], is that something you might be looking for?”
84
What is pretend rule #3?
Remove the company and product name. Never assume the prospect has decided to buy yet.
85
What are consequence questions?
Questions that get the prospect to reveal what will happen if they do nothing about the newly revealed problem.
86
What is the core phrase in a consequence question?
“What if…”
87
What is the 5* consequence question?
“What happens if you don’t do anything about this and you keep doing the same thing for the next 3, 6 or even 12 months?” [time period adjustable]
88
List of as many consequence questions as you can. (Include tonality)
1. “What would it do to you if you were not able to get what you’re looking for?”
2. “What if it didn’t work out for you?”
3. “What would happen if you didn’t do anything about this?”
4. “Does that cause you to be concerned?”
5. “Have you considered the consequences of not doing anything?”
6. “What if you lost…?”
7. “What would it do to you personally if you didn’t solve this problem?”
8. “How would your life be different than it is now?”
9. “What would happen if you didn’t get what you are looking for?”
10. “How would it make you feel if you were not able to solve this?”
89
What are qualifying questions?
It determines if the prospect is a fit, and if so, reinforces and imprints on their mind the decision to change their situation with you.
90
When can we ask qualifying questions?
1. At the beginning of the sales conversation (if you pick up on clues that they might not have the funds to do business with you)
2. During the sales conversation.
3. Before you present your solution.
91
List as many light, tactful and neutral qualifying questions as you can.
1. “Why is this important to you now though?”
2. “How would that make you feel to do that?”
3. “Is this important for to change your situation?”
4. “How important is it for you to solve this problem?”
5. “How do you see this being beneficial to you and your company?”
6. “What are some ways this could help you?”
7. “If you could… what would it do for you personally?”
8. “How important is this for you?”
9. “Is this what you’re possibly looking for?”
10. “Are you good with this?”
11. “Would you agree with this?”
12. “Does that possibly work for you?”
13. “Would this be appropriate for your situation?”
14. “Would this help you?”
15. “Why though?”
92
What should you always preface your first consequence question with?
1. “[name], can I ask you another question?”
2. “And I hope you don’t mind me asking this because I’ve enjoyed our conversation so far..”
**then lead into consequence question**
93
When is the best time to transition into a qualifying question?
Right after you have asked them a very powerful, profound consequence question - especially if they have no been very engaged throughout the sales conversation.
94
When might you not have to ask a qualifying question at all?
If they have already repeatedly qualified themselves with the answers they’ve already given you. That’s why you need to listen carefully.
95
Selling is the art of…
Finding and solving problems by asking skilled questions and listening for answers.
96
What is the transition stage for if you are in the discovery call phase?
To set up the next meeting.
97
What are two key phrases that should be in a transition question?
1. **”Based on what you told me”**
2. **”You know how you were saying…”**
98
Give a standard transition question in the home improvement niche.
“**Based on what you told me**, [name], what we’re doing here at Kaizen Consulting would work for you. **You know how you were saying** you want much higher quality leads and want to avoid chasing around time wasting price shoppers, which just causes you to feel… **I think you mentioned a little bit of stress sometimes?**”
99
Why do you always want to downplay the emotional effects your prospects circumstances are having on them when describing them in a transition question?
Because if you state the truth a lot of personalities will push back with the opposite. You also want them to **say** how painful it actually is for them, to reinforce their need for a solution.
100
Summarise the 5 bullets to hit in a transition question.
1. “Based on what you told me…”
2. “What we’re doing might actually work for you…”
3. “Because you know how you said…”
4. “And because of that it’s making you feel…”
5. “This is what we do…”
101
What is rule #1 of giving a proposal?
Never give a prospect a proposal without understanding what their problems are, and without knowing whether or not they have the funds to solve the problem. There are no exceptions to this rule.
102
What do you say if a prospect asks for a proposal/price up front or too early in the call?
“I’d be open to putting together a deal for you. Now, to be frank, I’m not actually sure we could even help you yet. Could I ask a few questions about your situation to be able to put something together for you that might be useful? Would that be appropriate?”
103
What follows after you smooth over the early up front quite demand?
You transition smoothly into situation questions.
104
What is rule #2 of propositioning?
They should lay out the key 2 or 3 problems they told you about in the engagement stage of the conversation. This reminds them of the issues they want to solve and brings back the pain they fail from those problems.
105
As well as highlighting the main problems they mentioned in the engagement stage, what else should you highlight in your proposal?
The the key 2 - 3 objectives they want to accomplish as a company.
106
Why do we include the problems and objectives in the proposal?
It shows that you were present in the conversation, showing the prospect that you have a complete understanding of their situation.
107
As well as making it clear that you were present and understand the prospect, what else does highlighting the value in the proposal stage do?
It helps you provide context for the sale so that the price for your solution seems like small change compared to them being able to achieve their objectives by solving the issue(s) that is(are) holding them back.
108
How many options should you have in your proposal?
At least 3.
109
Describe the 3 options you should have in your proposal?
**Option 1:** A basic, lower-priced option that is still profitable to your company.
**Option 2:** A middle of the road option that is your core offering where most prospects fall into.
**Option 3:** A high-priced option that is the premium choice.
110
What kind of questions should you ask during a sales presentation?
“Checking for agreement” questions.
111
List as many “checking for agreement” questions as you can.
1. “Does that make sense?”
2. “Are we on the same page?”
3. “What are your thoughts on that?”
4. “Are you with me on this?”
5. “Do you see how that works?”
6. “Do you see how that could help you?”
7. “How do you see that helping you the most?”
8. “Any questions on that?”
9. “Is there anything else I should add?”
112
Why do we ask checking for agreement questions?
To keep a pulse on how the presentation is going with the prospects. It serves as a dialogue to keep the prospect involved in the question.
113
What is the 3-step formula for winning sales presentations?
1. Repeat back their problem.
2. Go over how your product or service solves a particular part of their problem.
3. Repeat back the benefits of what it will do for them or what it will mean for them once their problems are solved.
114
List some solid phrases that should be included in your presentation.
1. “Remember when you mentioned…”
2. “The way we solve that for our clients is…”
3. “What this means to you is…”
115
What form do concerns usually come in at the objection handling stage?
1. The price
2. The timing
3. The follow-up, or how they will be serviced.
4. The quality of what you’re offering, perhaps they want you to commit more time or more resources like personnel to meet their needs.
116
How do you counter the ‘habit’ or ‘we already have that’ objection?
1. “You’ve already reached big milestones. Tell me, where do you want to go from here in terms of future improvements in…”
2. “Back when you chose to work with [current vendor], what was your selection criteria if I could ask? In what ways has that changed as you look at your needs today though? Can I ask what you’d change if you could?” OR “Can I ask in what ways could the company you use do better for you than what they are doing now?”
117
What do you say if at the end of the sales conversation the prospect wants to stay with their current vendor?
“How would I be able to communicate to you that you might be making the wrong decision without you getting upset with me?”
118
What kind of questions do you ask to better understand a prospects objections?
Clarifying questions.
119
What question to we ask to uncover any remaining concerns?
The “Suppose” Question.
120
Give an example of a suppose question.
“Let’s suppose we were able to resolve that issue with you. I know it’s not resolved right now, but let’s just pretend we could. Are there any other issues you might have that you would want to see resolved?”
121
What are the 3 steps you must go through to handle a demand you cannot meet?
1. Make sure to repeat what your prospect wants.
2. Make sure to include their objection or interest.
3. Turn down their request by giving them an explanation.
122
How do you follow up after handling a demand you can’t meet?
1. “Would you like to go over with me what I think might work for you?”
2. “I might have a possible solution to this. Would you like to go over that with me?”
123
After you’ve handled the demand you can’t meet and they’ve agreed to go through what you’ve got, what questions should you ask?
Solution awareness questions.
124
What should you always do before moving into your commitment or closing questions?
Check that you and your prospect are on the same page by using hypotheticals.
125
List as many “checking for agreement questions” as you can.
1. “Would you be comfortable with that?”
2. “How does that look so far to you?”
3. “Would that work for you?”
4. “Would that be appropriate?”
5. “Would that help you?”
6. “Is there anything else you would like to address with me at this point?”
126
How do you address the “I can’t afford it” concern?
1. “Tell me, if you did have the money, would this be something that would work for you?”
2. “Why do you feel it would though?”
3. “I can appreciate that money might be an issue for you. How do you think you can resolve that where you can find the money so that you can…?”
127
What do you say if they cannot come up with ways to get the money.
“What other avenues do you have to find the funding so that you can…[input desire]”
128
Credit card suggestion:
“Have you ever considered putting it on a credit card and just paying it off when we start making profits after we set everything up with you.”
129
What should you always preface your payment suggestions with?
“Can I make a suggestion?”
130
How do you handle the “I need to think about it” objection?
“That’s not a problem. What’s your timeframe on getting back to me in the next day or two just to see if I would be available for you?”
131
What do you say if they give you an unspecific time for getting back to you after the “think about it”?
“Well possibly, but what I can do, if you have your calendar handy, is I can pull up mine and have you book a specific time with me; that way you don’t have to chase me down and vice versa, would this be appropriate?”
132
After you book the follow-up appointment to let them think about it, what do you ask?
“Now, before I go, what were you wanting to go over in your mind? Just so I know what questions you might have for me when we talk on [day].”
133
How do you address the “can you send me more information” objection?
“That’s not a problem. Just so I can put together the best information for you, what exactly are you looking for?”
134
How do you transition out of the “can you send me more information” question?
Move smoothly into your first situation question.
135
When you bring up the “sending more information” request towards the end of the conversation, what should you say?
“Ok, I can go ahead and send you more information about how we could solve those challenges you mentioned. Let suppose you go through the information, and it fits into what you are looking for. What would you want the next step to be?”
136
How to address the “I’m too busy right now” response?
“That’s not a problem. What I can do if it helps is give you my number and you’ll have to call me back later today to see whether I would be available. Would that help. My number is… what’s your timeframe on getting back to me today just to see whether I would be available for you?”
137
“I can get back to you sometime later in the week probably”
“**Well possibly, thought it might be harder to randomly get a hold of me. What I can do, though,** if you have your calendar handy, is I could pull out mine so you can **book a specific time** with me, that way you don’t have to chase me down and vice versa. Would that help you?”
138
What are the 6 principles of commitment questions?
1. People are far more likely to change behaviour if you ask for a commitment than if you don’t.
2. Commitment questions need to be comfortable for you and your prospect. If you’re squirming, so is your prospect.
3. Great commitments start with pre-call planning. Be prepared for anything from pushback and interrogation to delays and outright ghosting.
4. Make commitment questions easy to ask.
5. Commitments are the natural, appropriate end to a conversation.
6. Asking for the seriousness of the commitment after someone says they are committing is perfectly acceptable and will increase sales if you do it well.
139
What is a neutral way to ask the prospect to sign the contract?
“Just authorise the agreement here.”
140
List off 3 ways to schedule another appointment.
1. “Would it make sense for us to talk again to see whether what we are doing will fit into what you’re looking for?”
2. “Would you be open to us having another conversation to see whether we would possibly help you?”
3. “Would you be opposed to us having another conversation to see whether we could possibly help you?”
141
What 2 forms can commitment take?
1. Commitment to a purchase.
2. Commitment to taking another step in the discovery process for them to move toward making a final decision.
142
What 4 things does a solid commitment require?
1. Establishing a positive mindset and fully understanding what you need to accomplish to move prospects forward.
2. Planning and crafting the right questions, knowing the delivery of how to ask them.
3. Stating your hypothesis and asking questions so prospects will see this as a logical next part of the discussion so they can solve their problems and get what they want.
4. Listening to their response. It may be a no - at first. That’s not a rejection; it’s a continuing part of the process.
143
What questions do you ask if you feel the prospect needs more steps before they purchase your solution?
“With your permission, what I’d like to suggest as the next step is that we…”
1. “…schedule a demo to go over how we can [solve problem].”
2. “…look more closely at some of the problems you discussed.”
3. “…have another meeting to see whether we can help you.”
144
How do you always complete your “next step” commitment question?
1. “Would that be appropriate?”
2. “Would you be open to that?”
3. “Would you feel comfortable with that?”
4. “Would that work for you?”
5. “Would you be opposed to that?”
145
It’s a good idea to follow up next step commitment agreements with…
1. Asking them what they’d like to see.
2. What concerns they have.
3. Checking for agreement questions.
146
When you are at the end of the sales process and you feel that they’re ready to commit and purchase, what do you ask?
1. “Do you feel like this could be the answer for you?”
2. “Do you feel like this could be what you’re looking for?”
147
You should always follow up your commitment question with…
A probing question. For example:
“Why, exactly, do you feel it is though?”
148
In the commitment stage, after the prospect has told you they want to work with you, you will ask…
“Do you feel like this is something you can use that will get you where you’re wanting to go?”
149
Once they have agreed in the commitment stage that your solution is the thing that will take them where they want to go, you will…
Clarify.
“Why do you feel like it is?”
150
What is the final commitment question, when the prospect is ready to purchase…
“Well, I don’t have anything else to go over with you. It looks like we covered what you are looking for. Really the next step would be to make some type of arrangement to set up your system and get new customers coming in - you can do wire or card, and at that point we will… [onboarding steps]”
This is ALWAYS to be followed by:
“Would that be appropriate? How would you like to proceed from here?”
OR
“Where should we go from here?”
151
Instead of making statements, telling customers about what you do and what you have, what should you do?
Ask questions that will uncover and explore what they know about the subject first.
152
Why is making the sales process a two-way dialogue so important?
Because it makes the prospect feel like they are part of the process and they owned their problem and the solution.
153
Complete the following connecting question:
“Have you… or are you…”
“Have you found what you’re wanting, or are you still looking for…?”
154
Complete the following connecting question:
“I was just curious … what … ?”
“I was just curious, what was it about the … that attracted your attention?”
155
How many situation questions should you use at most?
3 - 4.
156
How many problem awareness questions should you ask?
As many as needed. On average it’s usually 3 - 4, but sometimes more depending on the answers you get back.
157
What are the fundamental building blocks of problem awareness questions?
- Do you like…
- The what/why of what they like/dislike
158
What type of question is a two truths question?
Situation question.
159
What are the fundamental building blocks when structuring a two truths question?
1. What would you change?
2. Why would you change it?
3. Why it’s important now though?
4. Has it had an impact on you?
5. How would you feel if solution?
6. What has stopped change?
160
How many solution awareness questions should you ask on average?
2 - 3. Sometimes more or less depending on the answers you’re getting.
161
What are the fundamental building blocks when structuring solution awareness questions?
1. Have you been looking for solution?
2. What have you done to change?
3. How could life be different?
4. How would you feel if solution?
5. What would you do if you could?
6. What benefits from solution?
7. What’s prevented you from change?
8. How did past attempt work out?
162
How many consequence questions should you ask?
1 - 2.
163
What are the fundamental building blocks of consequence questions?
1. What if you don’t do anything?
2. What if it gets worse?
3. Ramifications of not changing?
4. What if current solution fails?
5. What if same thing for [time period]
6. What if you don’t do anything about this and you keep [plug thing they said they don’t want to keep happening]?
164
How many qualifying questions should you ask on average?
1 - 2, depending on the answers you get back.
165
What are the fundamental building blocks of qualifying questions?
1. How important is change?
2. Why is it important now?
3. How would you feel if change?
4. How important is solving problem?
5. What are ways this could help you?
6. If you could… what would it do for you personally?
7. How do you see this being beneficial?
166
What are the building blocks of transitioning into transition questions?
1. Based on what you told me…
2. What we’re doing might work…
3. Because you know how you said…
4. [Plug in logical problem]
5. Because of that you feel…
6. [Plug in their emotions + feelings]
7. This is what we do…
8. [Briefly describe advantages and benefits of how your solution can help solve their problem]
167
After you have transitioned into transition questions, what should you ask and what is a key component when asking transition questions?
1. Does that feel as if it might be what you’re looking for?
2. Why do you feel like it is though?
**NB:** USE NEUTRAL LANGUAGE: “Possibly”, “Might Be”, “Could Be”
168
What are the fundamental building blocks of committing questions?
“Do you feel like this… ?”
1. Could be the answer?
2. Could be what you’re looking for?
3. Is something you could do that will get you where you want to go?
4. Why though?
169
After you have completed the committing questions, how do you transition into payment?
Well, I don’t have anything else to go over with you, it looks like we possibly covered what you are looking for. Really, the next step is we make some type of arrangement for your (whatever your selling). You can do wire or card, and at that point we will … (tell them the next steps after they purchase).
170
What are your next steps after purchase, and how do you phrase it to the client after soliciting payment?
“And at that point we will…”
1. Confirm the agreement
2. I’ll send you over a quick form so I can get the info I need to get you up and running in the next 3 - 5 days.
3. Then I’ll get your launch call booked on to the calendar.
4. We’ll start sending new customers your way within the first 1 - 2 weeks.
171
After you’ve transitioned, completed your commitment questions, solicited payment and explained next steps, what questions do you ask to complete the commitment stage?
“Would that be appropriate, or how would you like to proceed from here?”
172
When can “past situation” questions be used?
At any time throughout the conversation.
173
Why ask “past situation” questions?
They’re a great way to figure out your prospects behaviours and priorities. They allow you to figure out how best to sell to the prospect and dig up their history to allow you to better understand what their problems were in the past.
174
What are the fundamental building blocks of past situation questions?
1. Likes/Dislikes about past solution
2. Possible hurdles solving problem
3. Examples of something recent
4. What’s different today vs before?
5. Toughest thing you’ve had to deal with?
175
What are some additional angles you can take when asking problem awareness questions?
1. How much is it costing you?
2. How much are you losing in sales?
3. If you could change one thing … ?
176
What are the fundamental building blocks of “vendor disrupting questions”?
1. Ideal situation vs current situation
2. Where do you want to go from here
3. What was your selection criteria?
4. Has that changed as you look at your needs today though?
5. Can I ask what you would change if you could?
6. Can I ask in what ways your vendor could do better for you than what they are doing now?
177
What are the fundamental building blocks to “customer retention” questions?
1. How do feel we’re helping most?
2. Why though?
3. What changes could we make to help you do even better?
4. How do you see us being different to your former vendor?
5. Why though?
6. How could we make your life easier?
7. Would you be open to giving me some advice on how we could do better for you?
8. What do you feel we’re doing best?
178
Why do we ask questions about prospects potential customers?
These questions get them thinking about losing customers if they don’t have your solution.
179
What are the fundamental building blocks of questions about prospects potential customers?
1. What’s the typical customer for you?
2. How would your customers measure success?
3. Whys that though?
4. Have your customers expectations changed at all recently?
5. What are you doing to make sure your potential customers don’t go somewhere else?
6. What would be the main reasons your customers go with you over someone else?
7. What’s the main reasons why some of your potential customers go with your competitors over you?
7. Why do you feel they do that?
8. Has that had an impact on you?
9. In what way?
10. Do you want to change that?
180
What is the purpose of a clarifying/probing question and why are they so powerful?
They help you uncover the true meaning of what your prospect is saying. They help you pull out your customers emotions which gets them to change their situation now rather than waiting. These are the most persuasive questions you can ask.
181
What are the fundamental building blocks of probing/clarifying questions?
1. Importance
2. Motivations
3. Drives
4. Why now?
5. Problem emotional impact
6. Solution emotional impact
7. What if you don’t solve it?
8. How long problem?
9. Let’s suppose…
10. Hopes, ideal outcomes?
182
Why do we ask decision making questions?
It gets the prospect to look at the value of your solution solving their problems, (getting results) over lower priced solutions that might not solve the problems they have. Value always outweighs price, but only if you can pull out emotion from your potential customer.
183
What are the fundamental building blocks of decision making questions?
1. What is your selection criteria?
2. How do you measure success?
3. Let’s suppose … criteria/price ✅?
4. How does cost compare to solution
5. Let’s suppose … solution success?
6. What would that do for you?
7. How was budget determined?
8. Do you feel that is sufficient?
9. Based on what we went over, what resonates with you most? Why?
184
What are the building blocks phrases of ‘expanded’ probing/clarifying questions?
1. Walk me through…
2. Tell me more…
3. Can you share with me…
4. Describe for me…
5. Explain to me…
185
Why do we ask solution awareness questions?
They get the prospect to look at what their present situation and future will look like once they take action and change their situation, and do that with you.
186
What are some additional benefits to solution awareness questions? What key information can they provide?
1. Decision makers
2. Vendor disruption
3. Time
4. Competitors
187
What is the best way for you to preface giving your solution if you sense the prospect does want to solve their problem, but isn’t opening up to you or has indicated that they will go another route? What do you say?
“How would I be able to communicate to you that you might be making the wrong decision without you getting upset with me?”
188
What are some piercing questions you can use if the prospect just isn’t opening up to you at all?
1. Why am I even here?
2. Why did you even want to see me?
189
What are come expanded consequence questions you can ask?
1. Can you afford to take that risk?
2. Are you willing to settle for that?
3. What would that cost you in lost revenue this year?
4. Well if you really thought about it, what would it cost you?
190
During the presentation stage, what do you do/ask to prevent slipping in to the typical salesperson ‘we’re the best at everything’ shtick?
Ask checking for agreement questions.
191
How many checking for agreement questions should you ask during a presentation?
At least 25.
192
What percentage of the sale should the presentation process be?
15% max.
193
What are the two most important building blocks of the presentation stage?
Reiterating the problems they told you about during the presentation from a logical AND emotional perspective, and presenting how your solution can solve those challenges.
194
What are some additional proposal questions you can ask?
1. We had planned to cover the following areas for you. What parts of the presentation would be the most important to you that you would want to spend more time on?
2. What are your thoughts on what we’ve outlined so far?
3. In what ways does this solve the problem you have?
4. What aspects of this possibly concern you?
5. I sense you have some hesitation… can you help me understand what is behind that’s
6. Is there anything else you’d like to go over?
195
How do you determine and elicit urgency from a prospect so that they feel compelled to buy from you?
Ask qualifying questions.
196
What are some key building block phrases to begin your qualifying questions with?
1. Let’s pretend we could…
2. Just suppose we could…
3. What if…
4. Assuming we were able to…
197
What are the key cornerstone phrases to end your qualifying questions with?
1. What do you see happening next?
2. What do you feel would happen next?
3. Where would we go from there?
4. What would you want to happen next?
198
The prospect asks you to send a quote, price, email, etc… what do you say?
It might make sense before I send you … if I understood a little bit more about your situation just to see if I could even help you in the first place. For example…
[transition into situation questions]
199
After you’ve taken them through the engagement stage towards the end of the conversation, you will bring up the question about sending the information in what way?
I will get to work putting together [thing] for you if you’d like… now let’s assume for a minute that we were able to meet your needs that you mentioned to me. What do you see as the next step?
200
What do you do/say if the prospect can’t give you a clear answer to the qualifying question following your agreement to send more info or book a follow up call?
Pass on the follow up. The prospect is most likely fishing for information or doesn’t have the money.
