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8/3/2019 MCT day 2.1
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MCT
Day 2: Session One
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ADVANCED SKILLS
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Write 5 typical SituationalQuestions
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How many people are there in your family?
So you want to help your family?
Successfulsalespeopleaskthemeconomically
They dotheirhomework
Themoreseniorthecustomerthelesstheylikeansweringfactual questions
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IMPACT: Least powerful of the SPIN
questions. Can be negative. Most people ask
too many.
SO
Eliminateunnecessary questions
Doyourhomeworkthoroughly
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Write 5 typical ProblemQuestions
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What prevents you from achieving that objective?
So you were rejected in 3 interviews?
So you must earn to help your family?
A domainissomethingwhichsolvesaproblem
Anunemployable problemoranunemploymentproblem
Thinkoffiveproblemsthatyour domainsolves
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IMPACT: More powerful than SituationQuestions. Customers ask more as they
become more experienced.
Thinkofyourdomainsintermsof theproblemstheysolveforcustomers- nottheirfeatures.
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Write 5 typical ImplicationQuestions
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PROBLEMS
PROBLEMS
PROBLEMS
PROBLEMS
PROBLEMS
BUYER HAS
... but what are the implications?
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Solution
Solution
Solution
Solution
Many experiencedsellers link solutions
to problems too soon
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Implied needsareastatement
ofwantsand desires?
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ButtheCustomermustbe
ready toperceivethathehas
the need and thathisproblemis
seriousenoughto justifythe
costand hassle offindinga
solution.
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SoYOU mustestablishand build the
PAIN by Implication Questions
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YOU HAVE a BUYER THINKS
SOLUTION NOT WORTH the COST
Our CE Curriculum
allows you to become
fluent in English muchfaster
IMPLICATIONS
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POSSIBLE IMPLICATION
QUESTIONSWhatwillyou doifyouarenotabletoget
employed forthenext 6 months?
Ifyoureceiveaninterviewcallletterbutdonotknowhowtofaceaninterviewthenhow doyoufeel?
How doyoufeelifyouhavetofaceten
interviewstogeta joband afterthattorealizethatyouneed tobecomefluentinEnglishtomakeithappen?
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IMPACT: Most powerful of all SPIN
questions. Top salespeople ask lots of
them..
Thesearethehardesttoaskand mustbe
planned carefullybeforekeycounsellingsessions
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Write 5 typical Need pay-offQuestions
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How much income would you loose if you remainunemployed for the next 6 months?
Unliketheother3 theyfocusonsolutions.
Theygetthecustomertotellyouabout
thebenefityoursolutionoffersYourfinalpresentationcanbefocussed
onacknowledged needs
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IMPACT: Constructive questions always
used by top sales people and have positive
affect on CUSTOMER.
Customershould dothetalkingand be
allowed toconvincehimself
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TheobjectiveistoMove
Implied Needs
into
ExplicitNeeds
INDIRECT
CLEAR
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HOW?
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Growthatneed!
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Problems
Difficulties
Dissatisfactions
A solutionherehaslittleimpact.
A strongneed, yoursolutionwill
haveimpact!
Itbeginsintheformof
Problems, difficultiesor
dissatisfactions. Theseare
Implied Needs.
Clear, Strong
Wantsand Desires
Whenneedshave developed into
WantsorDesires
wecallthemExplicit Needs.
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NeedsNeed to
Outweighc o s t s!
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BuyDontBuy
Explicit NeedExplicit Need
Explicit Need
Perceived value
Buyer
Hassle
Risks
HiddenExtras
Cost
Thecostofthe
solution
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CONTINUATION & ADVANCE
SIMPLE VS COMPLEX SALES
SALE
OR
REFUSAL
TO BUY
CONTINUATION
Discussion
continues
no action
ADVANCE
Agreement
on action which
moves sale forward
SALES
CALL
Possible
Outcomes
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CONTINUATION OR ADVANCE?
o I liked your counselling. Lets meet again
sometime and discuss further.
o I cannot make this decision, but Ill arrange
for you to meet my parent.
o I would want to see the details of past
placements. Can you arrange for me to meetan alumni?
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A customerstatesaproblem
Youcansolveit!
Should youimmediatelyofferyoursolution?
No !
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Implied needs!
Implication questions demonstrates
Concernontheeffectthattheproblemishaving &
Understanding
oftheissuesand theirconsequences
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Thetiming
Situation Qs.first
Establishthekeyfacts
Problem Qs.next
Uncovertheimplied needs
Implied Qs.last
Developand extend implied needs
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Ensureyoursolutionhasmaximumimpact !
Implication Qs
Build credibilityand
demonstrateconcern !
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Need payoffQs.
Qs.whichprobeforExplicit Needs
shiftsattentionsfrom
Problemsto Solutions
Ittellsyouthevalueofthebenefit
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PUTTING SPIN INTO
PRACTICE TWO KEY FACTORS
PLANNING Thinking through yourSPIN questions and advances and putting
them into a call plan
PARADIGM SHIFT- Shifting your
perspective away from DOMAIN and
towards problem solving e.g.
Unemployment.
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Situation
Questions
ProblemQuestions
Implication
Questions
Need-payoffQuestions
BENEFITS
Implied
Needs
ExplicitNeeds
Theroadmap
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IMPLIED OR EXPLICIT NEEDS ?
I need help in improving mycommunication skills
Im worried about increasingcompetition
I need to be able to participateeffectively in Group Discussions
My language skills are not as strong asthey should be
Explicit
Implied
Implied
Explicit
Implied
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NEED- PAY
OFF QUESTIONS They probe the Explicit Needs
Reduce objections because they cause the
customer to explain the solution
Move discussion forward towards action
and commitment
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NEED-PAY
OFF QUESTIONS? How much would you earn annually
if we could eliminate your
unemployment? Are you worries about theunreliability of your income stream?
Has skill shortage caused you to get
rejected in important job interviews? How important is it to get into
employment?
Need-payoff
Problem
Implication
Need-payoff
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