PSS

Question 1

What are the 4 steps to Open?

Answer 1

Transition to your opening
Propose an Agenda
State the value of the agenda
check for acceptance

Question 2

What are the 2 steps for RESPONDING to indifference?

Answer 2

Acknowledge the customer’s indifference

gain agreement to discover

Question 3

What are you trying to accomplish in the discover stage of PSS

Answer 3

Build a clear complete
mutual understanding of the client’s circumstance
needs
need behind the need

Question 4

What do we mean by clear, complete, mutual understanding?

Answer 4

Clear:
• The cause of a need (circumstances)
• Specifically what the customer wants to accomplish (need)
• Why the need is important (need behind the need)
Complete:
• All of the needs
• Priority of the needs
Mutual:
• You and the customer share the same understanding.

Question 5

What are the 4 steps to resolving indifference?

Answer 5

Understand current circumstances
identify opportunities to improve circumstances
discuss consequences of current circumstances
confirm a need

Question 6

What are the 3 steps to Satisfy?

Answer 6

Acknowledge the need
describe relevant features and benefits
check for acceptance.

Question 7

What are the 4 steps to resolving concerns?

Answer 7

Discover
Acknowledge the concern
resolve the concern: Skepticism
misunderstanding, drawback
check for acceptance.

Question 8

What are the 3 steps to close?

Answer 8

Transition to your close
propose a mutual beneficial commitment
check for acceptance.