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Two. Will it sustain?|Two. Will it sustain?
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IT IS ASKING QUESTIONS. This is because questions engage the other person,|IT IS ASKING QUESTIONS. This is because questions engage the other person,
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Give the sales professional clues to steer his presentation and generally put him in the driver’s seat.|Give the sales professional clues to steer his presentation and generally put him in the driver’s seat.
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A good sales presentation should not be a monologue, but an opportunity to ask the prospect a number of valuable questions.|A good sales presentation should not be a monologue, but an opportunity to ask the prospect a number of valuable questions.
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After you make your brief introduction, you want to find out whether the prospect has a need for your product.|After you make your brief introduction, you want to find out whether the prospect has a need for your product.
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Before asking questions the Salesperson must earn the right to ask questions by taking permission. Example:|Before asking questions the Salesperson must earn the right to ask questions by taking permission. Example:
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‘In order to provide you the right solution, do you mind if I ask you a few questions?’|‘In order to provide you the right solution, do you mind if I ask you a few questions?’
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If you analyze this question, it gives a reason to ask a question and seeks permission the reason is given|If you analyze this question, it gives a reason to ask a question and seeks permission the reason is given
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before seeking permission because it shows courtesy and humility.|before seeking permission because it shows courtesy and humility.
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It lowers the guard of the potential buyer.|It lowers the guard of the potential buyer.
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Why? It is because, if a question is asked without giving a reason first,|Why? It is because, if a question is asked without giving a reason first,
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It might sound offensive and interrogative and the other person might become defensive.|It might sound offensive and interrogative and the other person might become defensive.
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If I just said, ‘Do you mind if I ask a few questions?’, the question asks permission but gives no reason.|If I just said, ‘Do you mind if I ask a few questions?’, the question asks permission but gives no reason.
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It is better than asking questions without permission.|It is better than asking questions without permission.
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However, the prospect may sometime still be uncomfortable because he has not been given a reason.|However, the prospect may sometime still be uncomfortable because he has not been given a reason.
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There are two kinds of questions - open-ended and close-ended. Open-ended questions are those that cannot be answered with a simple ‘Yes’ or ‘No’.|There are two kinds of questions - open-ended and close-ended. Open-ended questions are those that cannot be answered with a simple ‘Yes’ or ‘No’.
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These are questions beginning with:|These are questions beginning with:
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They have to be answered by giving information. Examples of open-ended questions are:|They have to be answered by giving information. Examples of open-ended questions are:
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How do you plan to use this in your day-to-day operations? Which three elements are most critical to you from the utility perspective?|How do you plan to use this in your day-to-day operations? Which three elements are most critical to you from the utility perspective?
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What are your major requirements in the office? Where do you plan to use this? Please help me understand how...?|What are your major requirements in the office? Where do you plan to use this? Please help me understand how...?
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Where are you going?|Where are you going?
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What time is it?|What time is it?
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A close-ended question can be answered with a ‘Yes’ or ‘No’.|A close-ended question can be answered with a ‘Yes’ or ‘No’.
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The old saying, ‘Selling is not telling’, remains true and timeless.|The old saying, ‘Selling is not telling’, remains true and timeless.
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Just because questions are important and need to be asked,|Just because questions are important and need to be asked,
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It does not mean that Salespeople know how to ask or what to ask If the how and what to ask are missing,|It does not mean that Salespeople know how to ask or what to ask If the how and what to ask are missing,
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One can be sure that they are not going to get the right answer,|One can be sure that they are not going to get the right answer,
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and for that matter the prospect may even be antagonized.|and for that matter the prospect may even be antagonized.
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He gives a medicine or multi-vitamins to build immunity and another medicine to get rid of the infection.|He gives a medicine or multi-vitamins to build immunity and another medicine to get rid of the infection.
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Similarly, a Salesperson needs to not only increase his chances of closing the sale,|Similarly, a Salesperson needs to not only increase his chances of closing the sale,
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but also reduce the risk of failure.|but also reduce the risk of failure.
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Effective and skillful questioning helps in making the prospect respond favorably.|Effective and skillful questioning helps in making the prospect respond favorably.
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No matter what you sell, selling principles are fundamental.|No matter what you sell, selling principles are fundamental.
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and applied universally.|and applied universally.
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Questions are important because, they One. Put you in charge or in control of the presentation .|Questions are important because, they One. Put you in charge or in control of the presentation .
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Two. Uncover the need. Three.Identify the decision-maker|Two. Uncover the need. Three.Identify the decision-maker
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Four. Bring out objections. Five. Find out the buying motive .|Four. Bring out objections. Five. Find out the buying motive .
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Eight. Can engage and involve the prospect in the conversation .|Eight. Can engage and involve the prospect in the conversation .
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nine. Help bring a disagreement into the open rather than have the prospect disagree in silence,|nine. Help bring a disagreement into the open rather than have the prospect disagree in silence,
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which could be detrimental to the sale|which could be detrimental to the sale
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Good sales professionals keep their questions simple and to the point. They have a logical sequence of questions ranging from general to specific.|Good sales professionals keep their questions simple and to the point. They have a logical sequence of questions ranging from general to specific.
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Keep the tone of your voice humble and polite.|Keep the tone of your voice humble and polite.
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KEEP THE CONVERSATION POSITIVE AS YOU BUILD THE RELATIONSHIP|KEEP THE CONVERSATION POSITIVE AS YOU BUILD THE RELATIONSHIP
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It goes without saying that the questioning process should be designed to build the relationship and to elicit information.|It goes without saying that the questioning process should be designed to build the relationship and to elicit information.
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Don’t ask questions which might sound like you are questioning the buyer’s intelligence.|Don’t ask questions which might sound like you are questioning the buyer’s intelligence.
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Is increasing productivity important to you? or, Is cost saving important to you?|Is increasing productivity important to you? or, Is cost saving important to you?
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Now, such questions sound like no-brainers, somebody has to be stupid to say ‘No’ to them. We should ask questions that get a person thinking, for example:|Now, such questions sound like no-brainers, somebody has to be stupid to say ‘No’ to them. We should ask questions that get a person thinking, for example:
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Have you ever calculated the cost of a machine running forty per cent slower than what is available today?|Have you ever calculated the cost of a machine running forty per cent slower than what is available today?
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Can you imagine the exposure that you have if your data remains unprotected?|Can you imagine the exposure that you have if your data remains unprotected?
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All the above questions are disturbing and can get the buyer thinking about what can be improved in his operation today.|All the above questions are disturbing and can get the buyer thinking about what can be improved in his operation today.
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Asking questions to clarify a need requires a lot of tact and skill;|Asking questions to clarify a need requires a lot of tact and skill;
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the words we use are very important. We don’t ask questions like: what's your problem? What do you mean?|the words we use are very important. We don’t ask questions like: what's your problem? What do you mean?
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Can you explain yourself? Can I have your business?|Can you explain yourself? Can I have your business?
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Can I sell you? The above questions risk being offensive even in a polite tone. Instead, we could use the following|Can I sell you? The above questions risk being offensive even in a polite tone. Instead, we could use the following
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Would you mind elaborating a little?|Would you mind elaborating a little?
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Could you clarify with an example? Could I request you to think aloud?|Could you clarify with an example? Could I request you to think aloud?
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In your opinion, what would be an ideal solution?|In your opinion, what would be an ideal solution?
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I am a little embarrassed to ask but in order to provide the right solution, may I just ask...|I am a little embarrassed to ask but in order to provide the right solution, may I just ask...
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Just to clarify my thinking, is... what you meant?|Just to clarify my thinking, is... what you meant?
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Do you think it might be fair to ask if Do you mind if I ask what seems to be holding you back?|Do you think it might be fair to ask if Do you mind if I ask what seems to be holding you back?
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What seems to be your concern? On a scale of one to ten, where do you think you stand in your decision-making?|What seems to be your concern? On a scale of one to ten, where do you think you stand in your decision-making?
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Suppose he says, ‘I am at three,’ your follow-up question right away could be, ‘What can I do to help you come to eight or nine?’|Suppose he says, ‘I am at three,’ your follow-up question right away could be, ‘What can I do to help you come to eight or nine?’
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Mr. Prospect, is there something that I have done that is bothering you?|Mr. Prospect, is there something that I have done that is bothering you?
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Or, if there is something I have done inadvertently that might have offended you, I would be happy to apologize.|Or, if there is something I have done inadvertently that might have offended you, I would be happy to apologize.
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If you notice, all the above questions have something in common.|If you notice, all the above questions have something in common.
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They reflect humility; they show concern;|They reflect humility; they show concern;
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They show sensitivity towards the other person’s feelings by seeking forgiveness in asking a sensitive question.|They show sensitivity towards the other person’s feelings by seeking forgiveness in asking a sensitive question.
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By apologizing in advance, in case you have inadvertently hurt someone’s feeling, it shows a caring attitude.|By apologizing in advance, in case you have inadvertently hurt someone’s feeling, it shows a caring attitude.
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Caution: If you apologize out of humility as a concerned human being then you are doing the right thing for the right reason.|Caution: If you apologize out of humility as a concerned human being then you are doing the right thing for the right reason.
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You don’t need to apologize to be a good sales professional.|You don’t need to apologize to be a good sales professional.
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Humility does not mean being over apologetic either.|Humility does not mean being over apologetic either.
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Keep your tone courteous and not commanding or demanding.|Keep your tone courteous and not commanding or demanding.
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Some people start telling a full history about the product even without asking any questions.|Some people start telling a full history about the product even without asking any questions.
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The most important questions that a Salesperson needs to think about are: How can you qualify a prospect without asking a question?|The most important questions that a Salesperson needs to think about are: How can you qualify a prospect without asking a question?
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How do you identify their need?|How do you identify their need?
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How do you identify their hot buttons or buying motives?|How do you identify their hot buttons or buying motives?
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Would you like to go to a doctor, who, the moment you walked in, prescribed your medicine?|Would you like to go to a doctor, who, the moment you walked in, prescribed your medicine?
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Would you consider him a good professional? He prescribes without asking about your problem.|Would you consider him a good professional? He prescribes without asking about your problem.
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What do you call this practice? It is called malpractice.|What do you call this practice? It is called malpractice.
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Similarly, what is the salesperson doing if he starts selling without finding out the need or the problem of the potential customer?|Similarly, what is the salesperson doing if he starts selling without finding out the need or the problem of the potential customer?
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THE IMPORTANT THING IS TO USE QUESTIONS TO DO SOME FACT-FINDING, FOR EXAMPLE:|THE IMPORTANT THING IS TO USE QUESTIONS TO DO SOME FACT-FINDING, FOR EXAMPLE:
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How many employees do you have?|How many employees do you have?
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What would be the color of the uniforms?|What would be the color of the uniforms?
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How many would you need in each size - small, medium, large?|How many would you need in each size - small, medium, large?
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QUESTIONS TO UNDERSTAND MORE ABOUT THE PROSPECT’S NEEDS AND WANTS: What would you prefer? (Gets information or preference)|QUESTIONS TO UNDERSTAND MORE ABOUT THE PROSPECT’S NEEDS AND WANTS: What would you prefer? (Gets information or preference)
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What are your thoughts about the new car? (Identifies opinion) What do you think about it? (Gives opinion)|What are your thoughts about the new car? (Identifies opinion) What do you think about it? (Gives opinion)
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How comfortable are you with or do you feel about this? (Gives feeling)|How comfortable are you with or do you feel about this? (Gives feeling)
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Is this what you mean...?|Is this what you mean...?
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(Gives clarification or confirmation)|(Gives clarification or confirmation)
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Questions pertaining to thinking and feeling are equally important,|Questions pertaining to thinking and feeling are equally important,
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as answers to them reveal to you the prospect's level of interest.|as answers to them reveal to you the prospect's level of interest.
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While fact-finding, a good professional looks to identify the benefit that would help the prospect.|While fact-finding, a good professional looks to identify the benefit that would help the prospect.
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A good professional must understand clearly what drives a prospect’s decision and action.|A good professional must understand clearly what drives a prospect’s decision and action.
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Typically, when a customer walks into a showroom, what do most Salespeople say?|Typically, when a customer walks into a showroom, what do most Salespeople say?
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‘Can I help you?’ and the customer says, ‘No, I am just looking around.’ The conversation comes to an end.|‘Can I help you?’ and the customer says, ‘No, I am just looking around.’ The conversation comes to an end.
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The Salesperson just destroyed the sale. A company spends thousands of dollars, advertising, to get traffic coming into their store,|The Salesperson just destroyed the sale. A company spends thousands of dollars, advertising, to get traffic coming into their store,
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but by having unprofessional or untrained salespeople,|but by having unprofessional or untrained salespeople,
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potential clients are being chased out.|potential clients are being chased out.
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HOW WOULD A GOOD, PROFESSIONALLY TRAINED PERSON APPROACH A WALK-IN CUSTOMER?|HOW WOULD A GOOD, PROFESSIONALLY TRAINED PERSON APPROACH A WALK-IN CUSTOMER?
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Imagine a scenario - A Salesperson is at a furniture shop and a customer walks in.|Imagine a scenario - A Salesperson is at a furniture shop and a customer walks in.
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