Topic 4: Communication Skills Flashcards
trust based sales communication
a collaborative and two-way form of communication
strategic questioning
- control the flow and direction of the conversation
- facilitate the customers understanding
- demonstrate concern and understanding
- uncover important information
controlling amount and specificity of information
- open-end questions
- closed-end questions
- dichotomous/multiple-choice questions
types of questions (4)
- probing questions
- evaluative questions
- reactive questions
- tactical questions
probing questions
designed to penetrate below generalized or superficial information
evaluative questions
use open and closed end question formats to gain confirmation and to uncover attitudes, opinions, and preferences of customer
reactive questions
refer to or directly result from information previously provided by the other party (you mentioned that…)
Tactical Questions
used to shift or redirect the topic of discussion (earlier you mentioned that..)
SPIN
- situation questions
- problem questions
- implication questions (consequences of problem)
- need-payoff questions (focus on solution)
Situation Questions
- finding out facts about the buyer’s existing situation
Problem Questions
asking about problems, difficulties or dissatisfactions that the buyer is experiencing with the existing situation
Implication Questions
asking about the consequences or effects of a buyers problems, difficulties or dissatisfactions
Need-Payoff Questions
- asking about the value or usefulness of a proposed solution
ADAPT
assessment discovery activation projection transition
assessment
broad bases and general facts describing situation, open ended
