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85 Cards in this Set
- Front
- Back
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5 connection questions |
What do you do? How long? Why did you get into that? |
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4 situation questions? |
What’s going on? |
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5 problem awareness questions? |
A |
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Instead of making statements, what should you do? |
Turn your statements into questions |
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How to turn a statement into a question? |
“What if…?” What we’re talking about here is using statements like, “What if,” “What do you think about,” “Do you think,” and “If you could.” |
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2 examples of changing a statement into a question ? |
“What if NNN real estate has no growth and you have a 10% load, are you good with a 10 year hold?” What if it wasn’t what you thought it was? Would you be open to looking at it from another perspective?” or “What if you could know instantly whether a property is realistically going to meet proforma. Would you want to see how that can now be a possibility?” |
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If you show your cards right away you’ll lose. Same goes for revealing your solution. Remember not to tell your customers what you know and what you have, what should you do first? |
Instead, ask questions that will uncover and explore what they know about the subject first. |
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what happens when your prospects start listening to themselves answering your questions? |
They’ll start to process the information internally as they are talking. Their answers will help them think about their problems and to own the notion that they want to change those problems. |
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When you ask these questions and people tell you their problems, why they have those problems, what’s causing those problems, and how important it is for them to change their problems, they’ll start thinking to themselves: |
“Why do I keep putting off buying life insurance for my family?” “Why do I keep investing my money with this firm?” “Maybe I should look at what this lady is going over with me . . . maybe I could get a higher return?” |
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When your potential clients reach this point because of your questioning skills, they will start to do what? |
persuade themselves that they are ready to make that change today. |
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Why is it good news that it doesn’t matter if they are in love with what they already have? |
there’s ALWAYS something because most people have two truths, in that very few people love or hate 100 percent of what they have or use. There is always something they don’t like or something they’d like to improve. |
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If your potential customer says they like their current provider, the way for you to diffuse that is to ask? |
“It sounds like things are going fairly well for you. Is there anything you would change about the results you’re getting if you could?” |
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Or- If your potential customer says they like their current provider, the way for you to diffuse that is to ask? |
“So back when you chose to work with that company (current vendor), what were your selection criteria if I could ask?” Let them tell you. Then ask this question: “In what ways has that possibly changed (criteria) as you look at your needs today though?” This question allows you to see and understand why their current situation is different from what it was when they started working with the other vendor. |
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When you use the take of two truths questions, what does it do? |
It opens the door for you to clarify and probe and help them find problems they didn’t think they had. That’s the formula to uncover the real truth. Just tailor it to what you sell. |
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the first answer will usually reflect their “protected history,” but the second answer reveals? |
what they would want to happen. And you’re here to help make that happen. |
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The phrase, “If I could show you” is bad because? |
It puts the pressure on you to prove that yours is better and the potential customer will feel sales pressure when you say this. |
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1) Prospect: “Well, we really like our current service provider. They’ve done an amazing job for us.” |
New Model Salesperson: “That’s not a problem. Just curious what do you like about them?” |
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2)
Prospect: “We like how they . . .” |
“Anything else you like about them?” |
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3)
Prospect: “Yes, they really do a good job with . . .” |
New Model Salesperson: “So to me, it sounds like things are going fairly well for you. Is there anything you would change about your provider and financial coverage if you could?” |
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1) Prospect: “Well, we like them. But lately, we have noticed that they are increasing their monthly cost by about 12 percent, and it has some of us concerned.” |
New Model Salesperson: “What do you mean by concerned?” |
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2)
Prospect: “Well, you know, we are trying to cut our costs around here.” |
New Model Salesperson: “Is there anything else you would change about what they do for you if you could?” Prospect: “Well, another thing is, they seem to be much slower with all the supply chain issues, and we don’t hear back from them sometimes for days.” |
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Can you see how there are two truths? They just told you a few things they don’t like and would want to change. This could be the tipping point for your prospect. Now what do you do? |
you will continue asking them questions about the issues they are having, why they are having them, how these issues are affecting them and their company, and how important is it for them to change their situation. |
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Once your prospective customer reveals their problem(s) to you, what should you do? |
ask them probing, consequence, and clarifying questions makes it easy for your prospect to relive their experience of what the problem has done to them. It allows them to develop the story in very painful detail. And while you don’t want to trigger PTSD in them, you do want them to become keenly aware of how much of a problem (or problems) they really do have. |
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Your probing questions invite your prospect to do what? |
elaborate and bring out their emotions and feelings. Without asking probing questions at the right time, you don’t bring out the emotions of your prospect, so they don’t feel they need to change. |
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What are 3 good probing questions? |
“How long has that been going on for? “Has that had an impact on you?” “In what way?” “What bothers you the most about this?” “How tough a position did that put you in?” |
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What’s great about probing questions, which are crucial at this point in the conversation? |
they don’t intrude on the prospect’s privacy because they’re the ones who are opening up to you as a trusted confidant or adviser. |
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Pro tip: not every probe has to be in the form of a question. This is not Jeopardy! You can try a comment like, |
“I sense you may be frustrated by this [insert problem here].” Use whatever invites your prospect to express their frustrations and bring out their feelings. That’s all you need to do. |
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Clarifying questions allow you and your prospect to do what? |
go much deeper than they would normally go with a typical salesperson. |
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Here are a few examples of clarifying questions: |
“Can I ask why you said that?” “What do you mean by that?” “How do you mean?” “When you say that . . . what do you mean exactly?” “How do you feel about that?” “Can I ask you why you want that though?” |
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It’s important to realize that when you get answers to your first questions, most of the time these will be just surface answers. They’re not the real answers. What happens if you just accept their answers and move on? |
This is a huge reason why you are losing a lot of sales that you could be making because you are not going deeper than the surface with your questions. |
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Here are more questions to bring out their emotions and to peel more layers of the onion? |
“Can you tell me more about . . .” “Could you elaborate more on that?” “I’m not sure I understand . . .” “How does your spouse/boss feel about that?” “Why do you say that?” “Why now though?” “Is there anything else I should know about that?” “Why do you feel that way still?” “So what you’re saying is . . . ?” “Can you help me better understand . . . ?” |
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A prospect might reply with: “There’s a lot on the line here . . .” or “I’ve been stuck with this situation.” And you could respond with |
a clarifying question like “In what way?” or “What do you mean by stuck?” |
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the salesperson heard the facts around the prospect’s problems and was in no hurry to jump in with an insta-solution. What does The New Model Salesperson do? |
listens and asks purposeful probing questions to uncover the emotional side of this prospect with probing and clarifying questions |
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Once you’ve asked the appropriate problem awareness, probing, and clarifying questions, you will have demonstrated to your potential customer that you are ? |
Not like every other salesperson |
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Obviously, they know their own story better than anyone. They’ll know how things are in their world and how they got to that point. However, they may not fully understand what? |
how your product or service fits into that picture of their world, and they may not yet know how to connect the past and the future together. |
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In 1902, Journalist and Jungle Book author Rudyard Kipling wrote, “I keep six honest serving-men (they taught me all I knew); Their names are |
What and Why and When, and How and Where and Who.” Kipling believed that the answers he received from his six questions gave him workable stories. |
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What is the power that is behind the solution awareness questions you ask. |
These questions help your prospect come up with the solution themselves as opposed to having you tell them what the solution is. There will be a place for you to bring up your solution and how you can help during the presentation stage of the process, but not yet. |
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Your excitement about telling your prospect what you know too soon in the conversation will keep you from |
discovering what your prospect actually knows. Premature revelation is a rookie move. |
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When can you ask solution awareness questions? |
Anytime |
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What are two basic forms of solution awareness questions? |
“What have you done about changing your situation?” “What would you do if you could?” |
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For solution awareness questions: The way for you to find out what they have done, if anything, is to ask variations of the following question: |
“Have you been out there looking for anything that would give you what you’re wanting?” |
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All you do is plug in what they have told you they are looking for and what results they want. In this example, we’ll say that you sell financial services? |
“John, before we talked today, were you out there looking for different investments that would give you a higher return than what you’re currently getting?” or “What were you doing about trying to find something to get you a higher rate of return?” |
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Solution awareness:
You could also ask the following: |
“What have you done about changing this, if anything?” |
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If your prospect tells you they have tried to solve their problems in the past or are out there looking for solutions now, ask them _______________? |
to expand on that. You must go deeper if you want to be at the top of your sales industry. |
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So, you probed, you clarified, you scored (as in you helped them discover a problem, or better yet, multiple problems), and now your goal is to get the prospect to reveal what will happen if they do nothing about the newly revealed problem. This is where you use the what question? |
“What if?” “What if you don’t do anything about this problem, and your situation gets even worse?” “What if the product or service you’re thinking of doesn’t get you the results you want?” |
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What do consequence questions do? |
You’re simply taking a problem that they themselves have told you they have and want to solve, and you’ll ask them a question around that problem that allows them to think about the possible consequences |
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When should you Ask consequence questions? |
right after you ask a few solution awareness questions, Your goal is to get them to envision what will happen if they don’t take any proactive action. Consequence questions will help create urgency to do something about their situation ASAP. |
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2 examples of consequence questions? |
“Have you considered the possible ramifications of not doing anything about your situation?” “Have you thought about what would happen if you don’t do anything about this?” What’s the plan if you don’t do anything? |
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How to juice a consequence question with time? |
A five-star consequence question, because it’s the most powerful, is to ask, “What happens if you don’t do anything about this and you keep doing the same thing for the next three, six, or even twelve months?” or depending on the industry, you may add at the end, “five, ten, fifteen plus years” to emphasize the longevity of their issues. Thus: 1)what if you don’t do anything 2)and you keep doing the same thing for 2 or 3 years? |
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Qualifying questions move them to commit…help them dig in? Examples: |
“This may not be that important to you? I mean is it? Is this important for to change your situation?” “How important is it for you to solve this problem?” Does it even work with your current portfolio allocation strategy? |
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Before you make a trip that zaps you of significant selling time, you’ll want to get at least some smaller commitments from the prospect. Here are some examples of qualifying questions to ask your prospect so you don’t waste travel time if you have to travel to appointments by car or by plane. |
New Model Salesperson: “Possibly. Now let’s suppose I do come out to your office for a day. You’re able to pull everyone together and everyone finds that we can solve this problem you’ve talked to me about. What do you see happening next?” |
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Example of transition phrase: |
“Amy, based on what you told me, what we are doing might actually work for you because you know how you said you want to find a home in a better neighborhood, and right now you like your house, but because of some recent break-ins in the area it’s caused you to feel—I think you had said a little bit of worry sometimes . . .” |
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Rule number 1- never give proposal without knowing their problem…what should you say if someone just wants info/brochure etc? |
“I’d be open to putting together a proposal for you. Now, to be frank, I’m not quite sure we could even help you yet. Could I ask a few questions about your situation to be able to put something together for you that might be useful? Would that be appropriate?” |
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What should the proposal contain? |
Should lay out key two or three problems- remind them of the pain And… Two or three objectives And… The proposal restates the value to the prospect of achieving their objectives by solving their problems.
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Every proposal you send out should have? |
Options - preferably 3 options: |
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Make sure your presentations serve as a _________ |
Verbal contract… Agreement then next steps to make it seem action is taken place afterwards |
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1st rule of presentation: |
Give the presentation around the problems/challenges/issues that the prospect mentioned in the engagement process. So many salespeople try to cram the entire solution into a presentation…Doing that will turn most of your prospects off quickly. |
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Only present on what? |
So stop presenting all the features and benefits that have nothing to do with solving the prospects’ problem(s). Only present directly on the issues the prospect mentioned during the engagement stage of the sales conversation. |
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You must tailer each presentation to what? |
You have to tailor each presentation to each prospect’s challenges. Never do cookie-cutter presentations; it will make your prospect feel like you do not understand their needs |
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Use “what” to reinforce how your solution solves their problem? |
Use case studies to reinforce how your solution solves your prospects’ problems. |
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How to use case studies powerfully? |
You can show real-life examples of other clients who were in similar situations and how your solution was able to solve their problems. People love before and after pictures, literally and figuratively. The case study should show the problems the prospect faced, what your solution did to solve those problems, and what the results of the work ended up being for that prospect. |
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Remember your prospect cares most about results, not features and benefits. What evidence can you use to focus on results? |
Include real numbers that can be objectively quantified. |
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During the presentation, you should be asking at least five to ten of these types of questions to make sure the potential customer is on the same page. Checking for agreement questions? |
“Does that make sense?” “Are we on the same page?” “What are your thoughts on that?” “Are you with me on this?” “Do you see how that works?” |
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Most salespeople present 50 percent of the sales process. This is way, way too much. The presentation stage should contain what? |
only be about 10 percent of the sale. It should be about presenting back the challenges and problems they told you about during the engagement stage and presenting back how your solution can solve those challenges. Nothing more, nothing less. |
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What is winning three-step formula to crafting those winning presentations that connect all the dots in your prospects’ minds? |
We typically want to have three to four pillars of problems, how we solve those for people like them, and what that means to them. |
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How to craft the first part/problem part of presentation? |
So either repeat back their problem which you will want to do probably in the first and second pillars, or put problems in their minds that they may not have even know they had in the first place. |
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Examples of putting problems into a presentation: |
“Remember how you said that you were having this [repeat back the problem they revealed to you here]?” “One of the biggest problems that people have when they are trying to . . .” “One of the biggest problems that people have when they come to us is they [plug in the problem here]” |
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Second part of presentation regarding solutions…what does it look like? Give example |
Go over how your product, service, or program solves a particular part of their problem. “So the way we solve that for our clients like you is we [insert how you can fix their issues here]” |
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Part 3 of presentation is what? |
Repeat back the advantages and benefits of what it will do for them or what it will mean for them once their problems are solved. “And what that means to you is [repeat the advantages and benefits here]” |
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Summarize 3 parts of presentation? |
1. Remember when you mentioned (problems) 2. The way we solve that for our clients (solutions) 3. What this means to you is (effect) |
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What to do with concerns (objections) ? |
Realize that now is not the time to go back into selling mode to try to persuade them with logical facts on why your solution is good for them. |
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Prospect: 🗣️ “I need to think about it” |
✅ Not a problem….Now before I leave, what were you wanting to go over in your mind, just so I know what questions you have when we talk again? Whatever they answer here is the real objection |
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The top 1% salespeople are |
problem-finders and solvers, not product pushers. |
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This gets them to open up with you…it also is the start of the close… |
✅ “Mary, what happens if you don’t do anything about this and the situation stays the same?” |
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Hook prospects by triggering curiosity using your tone.
Engage them by asking the right questions.
Listen to their concerns by probing deeper.
Sell them by asking them |
what the consequences of not solving the problems does to them. |
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Selling is only hard when don’t understand how to build the GAP from where the prospect is, to where they want to be.
One of the best ways to do that? |
Asking problem awareness questions 🤔 |
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For context:
You want to ask problem-awareness questions right after? |
figuring out what your prospect's current situation is. |
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Problem awareness questions help you and them:
1️⃣ Uncover problems they didn’t realize they had 2️⃣ Help them understand the “root” cause of the problems 3️⃣ Help them feel what the problems are doing to them “personally”
Here’s why you should ask them: |
They need to tell themselves what their problems are (from your questions) You want them to widen the gap between their current state and their objective state. |
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But there’s a whole mindset shift that you need to adopt. You no longer want to see yourself as a “closer”, |
but as a problem finder and solver. |
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Being good at “pitching” is no longer an effective way to sell unless you like playing the numbers game and talking to tons of prospects just to make a few sales.
Your presentation should only be about |
10% of the entire sales process |
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When should you “pitch” your deal? |
And it should be done after you’ve built enough of a gap between your prospect's current state and their objective state. The bigger the gap, the more URGENCY their is for them to want to change, and to do that with you. |
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Instead of sounding excited, you want to sound |
unbiased, calm & collected. |
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Instead of sounding excited, you want to sound |
unbiased, calm & collected. |
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Instead of pitching, you want to focus on helping the prospect find their real problems. Instead of rushing to jump into your solution, |
you should listen and probe deeper to help them re-live their pain. |
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Besides the problem what else MUST you uncover? |
The root cause of the problem |
