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5 Cards in this Set
- Front
- Back
- 3rd side (hint)
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Probe |
• Open-Ended Questions • Close-Ended Questions • Rephrase • Directive Either/Or |
• Pull out pain • Gain information |
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Open-Ended Probe |
• How does it affect you when you can't locate a scanned document? • Tell me more about your current service provider and the problems you are having. • Why do you have to outsource when you have printing capabilities in house? How often? • How does it affect the productivity in the office when your current machine jams? Walk me through that process... • How long does it take to get your machine up and running again? • What could you be doing with the time wasted fixing the copier?
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Get the client talking. If a problem is admitted to, EXPAND the pain using open-ended questions. |
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Close-Ended Probes |
• Have you ever looked for a scanned document and couldn't find it? • Is it frustrating having to wait 2 days for service when you are completely down? • Have you ever missed a deadline with time sensitive documents? • Doesn't it frustrate you that you can't press print and walk away? |
Yes or No questions asked in my favor. Turn the knife! |
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Rephrase |
• So it sounds like what you are looking for moving forward is the ability to take your clients files and scan them to your PC for storage and retrieval? • So it sounds like you having an elite service team is what you are looking for in a new service provider? • So it sounds like you are looking to implement color in your new solution? |
Let's the client know you are listening, clarifies a point, and buys you time. |
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Directive Either/Or |
• Would you like to see the demonstration on Tuesday or Thursday? • Would you like to see a color or black/white system? • Would you prefer to see the demonstration in your office, or would you like to visit our showroom? |
Answered in my favor both ways. |
