#Relationship Management Training for Salesmen/Sale women & Marketers.
If you are selling tangible items or providing services to your clients, this is for you.
This is from 25yrs experience in Marketing & Sales and I will also be itemizing pitfalls that must be avoided.
If you are selling tangible items or providing services to your clients, this is for you.
This is from 25yrs experience in Marketing & Sales and I will also be itemizing pitfalls that must be avoided.
2.
These pitfalls were times I dropped the ball and how I was able to get the customers' trust and patronage again.
Join me on this rewarding journey.
@TosinOlugbenga
@Mz_BluSapphire
@gboly3190
@SimpleMacSmith
@delesings
@myluvlies
@aywizzie
These pitfalls were times I dropped the ball and how I was able to get the customers' trust and patronage again.
Join me on this rewarding journey.
@TosinOlugbenga
@Mz_BluSapphire
@gboly3190
@SimpleMacSmith
@delesings
@myluvlies
@aywizzie
3.
Section one :
Sales calls comprise two key activities :
A. giving information about our goods and services, and
B. finding out information about our customers business and specific needs.
For most of successful sales people it would come as no surprise to them that the
Section one :
Sales calls comprise two key activities :
A. giving information about our goods and services, and
B. finding out information about our customers business and specific needs.
For most of successful sales people it would come as no surprise to them that the
4.
spent between these two key activities is not the same and that one, identifying customers needs, is far more important than the other.
Salespeople need to be aware of those questioning/investigation techniques that are most likely to contribute to a successful sale.
spent between these two key activities is not the same and that one, identifying customers needs, is far more important than the other.
Salespeople need to be aware of those questioning/investigation techniques that are most likely to contribute to a successful sale.
5.
One such method or technique is to structure your questions in such a way as to help d customers/prospects identify & clarify their own needs & wants. This often involves drilling down several levels on a particular issue to identify what d consequences are
@EntrepreneurHu6
One such method or technique is to structure your questions in such a way as to help d customers/prospects identify & clarify their own needs & wants. This often involves drilling down several levels on a particular issue to identify what d consequences are
@EntrepreneurHu6
6.
for the customer of not achieving the best solution. These drill down questions follow in a strict sequence and focus on uncovering motivators and possible areas of dissatisfaction. The salespersons objective is to use the questioning model to turn the customers to
for the customer of not achieving the best solution. These drill down questions follow in a strict sequence and focus on uncovering motivators and possible areas of dissatisfaction. The salespersons objective is to use the questioning model to turn the customers to
7.
the value of the outcome proposed, by illustrating the impact or repercussions of failure to adopt best practice.
the value of the outcome proposed, by illustrating the impact or repercussions of failure to adopt best practice.
8.
We have called this technique the DRILL DOWN TO FIND SOLUTIONS Technique. The four stages of which are listed below:
•Fact questions
•Issue/concern questions
•Net effect questions
•Develop solutions questions
A.K.A. -FIND
We have called this technique the DRILL DOWN TO FIND SOLUTIONS Technique. The four stages of which are listed below:
•Fact questions
•Issue/concern questions
•Net effect questions
•Develop solutions questions
A.K.A. -FIND
9.
Section 2:
#The drill to find solution technique : identifying needs
UNDERSTANDING NEEDS
In order to use this technique we first of all need to understand how our customers express their needs.
Section 2:
#The drill to find solution technique : identifying needs
UNDERSTANDING NEEDS
In order to use this technique we first of all need to understand how our customers express their needs.
10.
They may tell us indirectly what their requirements are ( my computer is too slow ), or they may be more specific about their needs ( I need another 30k of megabyte for my memory ).
This results in two different types of needs :
They may tell us indirectly what their requirements are ( my computer is too slow ), or they may be more specific about their needs ( I need another 30k of megabyte for my memory ).
This results in two different types of needs :
11.
Unidentified needs : A statement by the customers about difficulties or dissatisfaction with their current situation.
Identified needs : Clear statements by the customer about their needs, wants, or intentions.
Unidentified needs : A statement by the customers about difficulties or dissatisfaction with their current situation.
Identified needs : Clear statements by the customer about their needs, wants, or intentions.
12.
It is important for us to understand the difference bw these,We need to help our customers turn unidentified nids & expressions of dissatisfaction c their current situation, either c d products or services they are using, into identified clear nids dat they recognize as needs
It is important for us to understand the difference bw these,We need to help our customers turn unidentified nids & expressions of dissatisfaction c their current situation, either c d products or services they are using, into identified clear nids dat they recognize as needs
13.
Therefore, the key skill which a sales person can develop to increase their chance of success is to identify/recognize their customers “unidentified needs” and turn them into identified needs.
Therefore, the key skill which a sales person can develop to increase their chance of success is to identify/recognize their customers “unidentified needs” and turn them into identified needs.
14.
The Drill Down to Find Solutions Technique helps achieve this & consequently the first step in using it is to be able to recognize this difference between unidentified and identified needs as expressed by our customers.
The Drill Down to Find Solutions Technique helps achieve this & consequently the first step in using it is to be able to recognize this difference between unidentified and identified needs as expressed by our customers.
15.
SECTION THREE:
The Drill Down to FIND Solutions Technique: the 4 questions.
In addition to using basic questioning skills such as open and closed questions, this technique is all about focusing on particular issues and then moving in a logical sequence of questions to
SECTION THREE:
The Drill Down to FIND Solutions Technique: the 4 questions.
In addition to using basic questioning skills such as open and closed questions, this technique is all about focusing on particular issues and then moving in a logical sequence of questions to
16.
penetrate the issue in much greater depth. Through skilful investigation the customer is led through a series of stages that seek to highlight the repercussions, cost, effect of a poor situation. By drilling down on the issue and getting the customer to express how it would
penetrate the issue in much greater depth. Through skilful investigation the customer is led through a series of stages that seek to highlight the repercussions, cost, effect of a poor situation. By drilling down on the issue and getting the customer to express how it would
17.
affect them, the salesperson is building reservoir of customer responses that will later help in handling objections.
affect them, the salesperson is building reservoir of customer responses that will later help in handling objections.
18.
For example; “earlier Mr X, you said that reliability/quality/service etc. was a key priority and that the net effect of not achieving that would have a significant impact on the business… etc.”
The four vertical stages of this easy to use questioning model are as follows;
For example; “earlier Mr X, you said that reliability/quality/service etc. was a key priority and that the net effect of not achieving that would have a significant impact on the business… etc.”
The four vertical stages of this easy to use questioning model are as follows;
19.
1.FACT QUESTIONS
Fact questions are used to establish d customer’s current circumstances & any background info. No matter who u ask in the company, u will always get d same ans b/c d customers response is based on facts, figures & agreed internal data – i.e it’s a fact.
1.FACT QUESTIONS
Fact questions are used to establish d customer’s current circumstances & any background info. No matter who u ask in the company, u will always get d same ans b/c d customers response is based on facts, figures & agreed internal data – i.e it’s a fact.
20.
These questions are very necessary for us to gain background and current information to the customer’s circumstances. However, they are the fact finding for own benefit, and may not relate specifically to the customer’s needs.
These questions are very necessary for us to gain background and current information to the customer’s circumstances. However, they are the fact finding for own benefit, and may not relate specifically to the customer’s needs.
21.
We shld keep them to d minimum if we want to avoid boring d customer, & supplement them with factual research b4 d call.
Eg:
•What are u using at present?
•How many pple work here?
•What does the company do?
•Who’s involved?
•How many depts?
•Where are your?
We shld keep them to d minimum if we want to avoid boring d customer, & supplement them with factual research b4 d call.
Eg:
•What are u using at present?
•How many pple work here?
•What does the company do?
•Who’s involved?
•How many depts?
•Where are your?
22.
2.Issue/Concern quests.
Issue questions are used to establish d customers concerns, issues, priorities, difficulties or dissatisfaction with d current situation. d objective for asking them is to discover any unidentified needs. Typically they uncover opinions & attitudes.
2.Issue/Concern quests.
Issue questions are used to establish d customers concerns, issues, priorities, difficulties or dissatisfaction with d current situation. d objective for asking them is to discover any unidentified needs. Typically they uncover opinions & attitudes.
23.
The use of issue/concern questions is directly related to the success of the call and they are easy to determine because they use words which ask the computer to make a judgement about their current circumstances. For example; happy, unhappy, worried, concerned, difficult,
The use of issue/concern questions is directly related to the success of the call and they are easy to determine because they use words which ask the computer to make a judgement about their current circumstances. For example; happy, unhappy, worried, concerned, difficult,
24.
adequate, problem, priority, issue, opinion, attitude, too fast, too slow, too much, etc.
“how often does your system crash?” is a fact question, but “does your system crash too often?” is an Issue/concern question looking for an unidentified need.
adequate, problem, priority, issue, opinion, attitude, too fast, too slow, too much, etc.
“how often does your system crash?” is a fact question, but “does your system crash too often?” is an Issue/concern question looking for an unidentified need.
25.
Other examples:
•What are the key issues regarding..?
•What are the current priorities regarding..?
•What concerns do you have regarding..?
•How happy are you with the..?
•What happens if..?
•Have you ever had a situation where?
•Do you ever feel that..?
Other examples:
•What are the key issues regarding..?
•What are the current priorities regarding..?
•What concerns do you have regarding..?
•How happy are you with the..?
•What happens if..?
•Have you ever had a situation where?
•Do you ever feel that..?
26.
•If you had a completely free hand what would you change in regards to..?
•How important is..?
3.Net Effect questions.
Net Effect Questions are used to establish the consequence, effect or repercussion of the customers concerns.
•If you had a completely free hand what would you change in regards to..?
•How important is..?
3.Net Effect questions.
Net Effect Questions are used to establish the consequence, effect or repercussion of the customers concerns.
27.
In other words what’s the net effect for the business in monetary terms of the issue not happening according to plan. What are the repercussions of failure to adopt best practice?
In other words what’s the net effect for the business in monetary terms of the issue not happening according to plan. What are the repercussions of failure to adopt best practice?
28.
Net Effect Questions are vital for the success of a sale. They help the customer explore more clearly the extent of the concern of the current circumstances, see the real issues, costs, future costs or hassles caused by the issue, and increase the number of potential solution
Net Effect Questions are vital for the success of a sale. They help the customer explore more clearly the extent of the concern of the current circumstances, see the real issues, costs, future costs or hassles caused by the issue, and increase the number of potential solution
29.
opportunities for us to provide so that the sales are tipped in our favour.
Eg:
•If…. Does not work what effect does it have?
•What does that cost you in…?
•What would a lost sale mean to you?
•What effect would that have on your customers’ attitude to you?
opportunities for us to provide so that the sales are tipped in our favour.
Eg:
•If…. Does not work what effect does it have?
•What does that cost you in…?
•What would a lost sale mean to you?
•What effect would that have on your customers’ attitude to you?
30.
What difficulties does that create?
•What consequences does that have for…?
•If you don’t achieve (the desired result) what impact does that have?
What difficulties does that create?
•What consequences does that have for…?
•If you don’t achieve (the desired result) what impact does that have?
31.
4.Develop Solutions Questions.
Develop solution questions are then used with the customers’ identified needs. This is achieved by direct questions, or by exploring the value, importance, or result to the customer of solving the problems, concerns, issues raised and the net
4.Develop Solutions Questions.
Develop solution questions are then used with the customers’ identified needs. This is achieved by direct questions, or by exploring the value, importance, or result to the customer of solving the problems, concerns, issues raised and the net
32.
effects. These questions ask the customer to visualize or imagine a situation where they no longer had the issue or concern. How much better off would they be with the dissatisfaction solved? You are asking the customer to dream of doing things differently in a way that
effects. These questions ask the customer to visualize or imagine a situation where they no longer had the issue or concern. How much better off would they be with the dissatisfaction solved? You are asking the customer to dream of doing things differently in a way that
33.
solves the concerned identified earlier in the drill down questioning model.
Thus, they help the customer realize the result to be gained by adopting our proposed solutions to the concern. The Develop Solutions Questions encourage the customer to tell us exactly what they
solves the concerned identified earlier in the drill down questioning model.
Thus, they help the customer realize the result to be gained by adopting our proposed solutions to the concern. The Develop Solutions Questions encourage the customer to tell us exactly what they
34.
want, (identified needs) and how they will benefit from the solution.
Eg:
•What wld u like to see happen?
•What wld it mean if..?
•What opportunities wld… that give you?
•What wld be d main benefit of a more reliable system?
•How wld u utilize d time saved?
want, (identified needs) and how they will benefit from the solution.
Eg:
•What wld u like to see happen?
•What wld it mean if..?
•What opportunities wld… that give you?
•What wld be d main benefit of a more reliable system?
•How wld u utilize d time saved?
35.
How much better off would you be with ..?
•What would you do with the extra space/time/resource…?
•What would it mean for the business/department/sales if….?
You can sometimes summarize by saying “so what you want to achieve ..” or use the phrasing “ just to recap..
How much better off would you be with ..?
•What would you do with the extra space/time/resource…?
•What would it mean for the business/department/sales if….?
You can sometimes summarize by saying “so what you want to achieve ..” or use the phrasing “ just to recap..
36.
or “what you are saying is…” before moving on to your presentation of the solution (benefits phase) you can use a last “ is there anything I have missed?” question.
or “what you are saying is…” before moving on to your presentation of the solution (benefits phase) you can use a last “ is there anything I have missed?” question.
37.
When using the Drill Down questioning technique, you will gain credibility with the customer if you use it in a thoughtful, controversial style. This means showing the customer that you are listening carefully to their responses, then commenting with genuine interest and
When using the Drill Down questioning technique, you will gain credibility with the customer if you use it in a thoughtful, controversial style. This means showing the customer that you are listening carefully to their responses, then commenting with genuine interest and
38.
thought on what they have said which demonstrates your understanding, only then moving on the next question in the sequence. An approach to questioning that’s too direct, lacking real controversial depth or interest can work against achieving your objective.
thought on what they have said which demonstrates your understanding, only then moving on the next question in the sequence. An approach to questioning that’s too direct, lacking real controversial depth or interest can work against achieving your objective.
39.
Join me again tomorrow at 10am for a continuation.
Kindly RT
Join me again tomorrow at 10am for a continuation.
Kindly RT
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