theartofaskingquestions160908-1229039602347339-1

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2008 SalesChannel Europe SARL. All rights reserved

SalesChannelEurope

If you do what you

have always doneYou will get what you

have always had

The Rule of Change

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Traditional Execution of Strategy


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Make sense of anambiguous, uncertain

situation

Make choices. What to do.Equally important. What

not to do.

Make it happen. Executefor that iteration

Make revisions by

incorporating newinformation that execution

has produced


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SalesChannelEurope

"We must be the change we

wish to see in the world."

- Gandhi

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COMMUNICATION


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Communicate


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LISTENING


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Thats the stupidest idea I ever heard!


14/522008 SalesChannel Europe SARL. All rights reserved

SalesChannelEuropeWhy Listen?

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The Art of Listening

4 Levels of Listening:

Politen

ess

ToCon

firm

Selectively

ToLea

rn

Uncover needs

Rational Emotional

Identify Style

Create a Positive Impact

Learn
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SalesChannelEurope

Listen for what is different, not what is the same

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The Art of Listening

Keep asking questions Ask a lot of questions

Shut up and listen

Gentile follow-up questions

Clarify ambiguity

Summarise what you have understood

Earn the right to ask PAIN questions

When you need help ask for it


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Listen!



SalesChannelEurope

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SalesChannelEurope

Speak in Technicolor

Communicating with Emotion

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Emotion = Energy in Motion


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SalesChannelEurope

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Communicating with Emotion

The height of your accomplishments will equal the depth of your convictions.

- William F. Scolavino

Energy

Enthusiasm

Body Language

Questioning

Listening

Note Taking

Sincere Interest

Emotions move people to action

Must have conviction:

People make decision based on emotion and justify with rational reasons

Must give them both emotional reasons and rational arguments


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LEADING

CHANGE


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MOTIVATIONAL

DRIVERS


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SalesChannelEurope

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SalesChannelEurope

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http://www.pbase.com/dannysmythe/objectshttp://images.google.fr/imgres?imgurl=www.esignal.com/international/images/side_graphic.jpg&imgrefurl=http://www.esignal.com/international/default.asp&h=173&w=260&prev=/images?q=sales+international&start=80&svnum=10&hl=fr&lr=&sa=Nhttp://images.google.fr/imgres?imgurl=www.esignal.com/international/images/side_graphic.jpg&imgrefurl=http://www.esignal.com/international/default.asp&h=173&w=260&prev=/images?q=sales+international&start=80&svnum=10&hl=fr&lr=&sa=N


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SalesChannelEurope

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The Psychology of Change*

PositivePresent

Sustain

PositiveFuture

Attain

Negative

Present

Change

Negative

Future

Avoid

Nega

tive

Positive

Present Future

*Source: The Prime Solution by Jeff Thull, Dearborn 2005

www.primeresource.com


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SalesChannelEurope


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SalesChannelEurope

White Questions

Green Questions

Black Questions

Red Questions

Asking Questions in Colour

Current situation

Facts, data & information

white snow: pure, cold hard facts

Desired situation

future state

Grass, trees, growth, can become

Obstacles

important, powerful

Dark, night time, cant see in the dark. Turn on the light to see

what stands between current situation and desired situation.

Feelingsfire, explosive color, highly emotional

If Stan doesnt do something he wont be able to get there

by himself. Stan needs to talk to you.

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SalesChannelEurope

No one cares how much

you know, until they know

how much you care.

Ralph Waldo Emerson

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GETTING RESULTS

THROUGH

OTHERS


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Close Knit team


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SalesChannelEurope

Invisible

Observa

ble Results

The Outcomes

BehavioursOur Habits

EmotionsWhat We Feel

ThinkingWhat We Think

Questions Drive Our Actions


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SalesChannelEurope

Detailed

Philosophical

Problem

Focused

Solution

Focused

Conversation

Directional Compass

The Conversation Directional Compass


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SalesChannelEurope

Tell

Ask

Problem Solution

Ask Tell Quadrants

Asking vs Telling


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SalesChannelEurope

You can tell a man is clever by his answer

You can tell a man is wise by his questions

Questions?


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SalesChannelEurope

Seek first to understand, then to be understood

- Stephen R Covey


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QUESTIONING

MINDSET


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SalesChannelEurope

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Why Ask Questions?

Uncover needs

Rational

Emotional

Identify Style

Create a Positive Impact

Learn


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SalesChannelEurope

Questions

Open Questions:Who

What

Where

When

Why

How

Tell me about

Give me an example

Describe for me.

Give me a wish list

Please explain to me

Closed Questions:Is

Are

Was

Were

Have

Has

Will

Do

Does

Can

Would

Could

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SalesChannelEurope

Questions, Questions, Questions

Questions Funnel

Specific Needs

Broad Needs

Leverage Questions

High Yield Needs

Drill down to find those high yield questions

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CURIOSITY


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2009 SalesChannel Europe. All rights reserved

SalesChannelEurope

Why Ask Diagnostic Questions*?

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Facts

Opinions

Feelings

1.

2.

3.

*Source: Based on Diagnostic Selling from the book Exceptional Selling by Jeff Thull, John Wiley & Sons Inc. 2006

www.primeresource.com


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SalesChannelEurope

3 - Level Questioning

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1.

2.

3.

Question Area 1

1.

2.

3.

Question Area 2

1.

2.

3.

Question Area 3


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TELL YOUR

STORY


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SalesChannelEurope

Tell me a fact and I believe.

Tell me a truth and I learn.

Tell me a story and it will livein my heart forever.

Mark Twain

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CREDIBLE46


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CREDIBLEN47


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SalesChannelEurope

Creating Ideas that Stick UNEXPECTED, STORY

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SalesChannelEurope

Creating Ideas that Stick

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Get People to Act :

Remember how SUCCESS helps people to:

Pay attention Unexpected Understand and remember it Concrete

Believe and agree Credible

Care Emotional

Be able to act on it Stories

CREATE I i ht


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SalesChannelEurope

CREATE Insights

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The Brain


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SalesChannelEurope

David R EdniePresident & CEO

SalesChannel Europe SARL

Ph: +33 676 600 925

Fax: +1 501 639 0126

Email: [email protected]

Blog: http://saleschannel.blogspot.com

Website: www.saleschannel-europe.com

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theartofaskingquestions160908-1229039602347339-1