Questionaare(lecture3)

8/9/2019 Questionaare(lecture3)

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Questioning Skills

ByProf. V.S. Bhakre

Lecture 3


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Questioning Skills

You can succeed without questions when:

"You have the Power

"You are the Expert

"You can afford Risks


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Questioning Skills

The importance of this skill in Selling

" Questions get the buyer talking.

"In asking questions you control the buyers attention.Questions require a response.

"Questions persuade, reasons dont. You can never persuade

people of anything. Asking the right questions will allowpeople to persuade themselves.

" Questions uncover needs.


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Questioning Skills

Questioning is the most important of all sales behaviours.

"Selling

"Negotiating

Questions persuade more powerfully than any other form of

verbal behaviour.

Questioning is related to success in

"Management Interactions

"Performance Interviews

The more questions you ask the more successful the

interaction is likely to be.


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Sequence of Questioning

Open-endedQuestions

Closed-ended

Questions

Benefit-Tag

Questions

Here

you

should

know enough

Questioning

Phase

Uncover

Customer needs/

Buying motives

Presentation

Phase

Check if specific

Benefit meets

Customers needs

Close

Ask for order/Commitment

If answer is No,

Ask another OEQ

Find out

Real motive


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Questioning

Objective Construction

To give information

in breadth

To Gain information

To confirm assumptions

What, When, How,

Who Care

Why

Unambigious answer.

To gain information

To give information

Yes/No

Response

Open-Ended

Questions

Closed-Ended

Questions

Form

Needs

Benefits

Advantages

Personal

Advantage +

Following Close

Ended Questions

Benefit-tag

Questions


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Ask the RIGHT Questions

" Exactly what does the customer need?

"Are there Budgetary issues?

"Who are all involved in making the Decisions?

"Whats the Timing of purchase?

"What are the steps involved in getting the sale?

"What are the criteria for making the Decision?


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PART BHANDLING OBJECTIONS


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Handling Objections

" Objectives are merely requests for more information.

" I am not convinced yet, give me a reason why I should buy?

" Gate Keepers are not even at middle Management position.

" Show me roof of the Reputation.

Sales Person's Personal References & Background.

List of Satisfied customers

Basic Rules In handling Objections" Do not argue with UR prospect

" Dont put Ur prospect in defensive position

" I agree with U but


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How to Handle Objections"No does not mean Never- Persist

" I cant afford it.

- Prospect evaluated but fear of making wrong decision.

- Explain in the value cost/Sqm/Mil/Yr

"

I am not Interested-- Check now or any time.not now.

- Are u using Fab-Only F Only

" Think it Over- What other information U need to make a decision

" Come back in 30 Days

- We deliver now pay later

- Offer end month offer

- Confirm the Date


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HESTITATION REQUEST FOR

Unable to

Justify decision

Risk reduction

Benefit review

Doesnt seebenefit of change Differentiation

TalkTo Boss

Set with

Current provider

OBJECTION

Past experience affecting

Current viewOffer proof of ChangeBad History

Improved

Exception

Universal

Convince

Me

Pkg,Dely,

Min OrderQty

Agreement Terms

(Credit)


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HESTITATION REQUEST FOR

Perceived Cost Vs Benefit Value of Articulation

Afraid to makebad DecisionCreate comfortprovide proof

Price high

Think About It

OBJECTION

Unsure URs Best

Option

Targeted Solutions

value

Need More

Quotes


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Step 6 CLOSE

Sales People dont get paid for talking to Prospects:

They get paid for Selling.

To gain the customers Commitment

Write the order + Exit- Not very Conducive

Puppy Dog Close:

Prompt the customer to try the product, establishes Customers commitment to try-self image of

customer goes up.

Assumptive Close:

Do U want the product Tuesday/Thursday. Give a choice.Prompt the customer to try theproduct, establishes Customers commitment to try-self image of customer goes up.

Ben Franklin Close:

Logical analysis of the Pros & Cons of the purcahse. Logic Influences the customers

decision.Consulting selling:


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Step 7 Post Call

1. Was it me? (Confident : Enthusiastic)

2. Were the correct needs identified?- right Qs

3. Was the Customer a true prospect?

4. Was the call proposal handled competently?

5. Were objections coped with and an attempt toclose

6. Was the Demonstration effective?


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A.A.F.T.O Ask For The Order

" Dont be afraid of NO!

" Think Success.

"Know the type of close

1.Do U intend to buy before March 31st .

2.U would go for model A or B.

3.Would u like to avail our cash discount scheme or credit?

4.Where would U like the Material to be dispatched?


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10 Golden Rules of Selling

"Be a good Listener

" Select the right prospect.

" Plan your sale & sell your plan.

"Arouse attention.

" Identify Buyers motive.

" Present to meet motive.

" Look at the objection- An Opportunity & clarify." See the buyers signals and close the sale.

" Use the post call for progress.

"

Make a Win-Win situation.

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