chapter 6 probing forneeds
TRANSCRIPT
Approaches to Selling› Gaining Prospect Involvement› Probing for Needs› Types of Probing Questions
PROSPECTING
PREAPPROACH
APPROACH
NEED IDENTIFICATION
PRESENTATION
HANDLING OBJECTIONS
GAINING COMMITMENT
FOLLOW - UP
You’ve probably found yourself in selling situations all your life!
Rejected? Wonder why?
The “Hard Sell”…..
What did that sound like?
Through ________________ and probing, encourage prospect’s involvement in identifying their needs.› Promote atmosphere of openness to exchange
_________________ and feelings.› Establish trusting ____________________ with your
prospect. Make suggestions and ______________ _______________.
When asking need questions or “probing”, keep these tips in mind: 1. Don’t ask questions that might lead to situations you
can’t escape2. Ask only ______ questions at a time3. Allow prospect to answer each question4. Listen… concentrate on what the buyer is saying
Prospects buy _________________ that satisfy their organization’s needs!
__________ types of needs:1. Financial – Refers to maintaining or improving monetary
results; controlling ________________2. Image – Refers to maintaining or improving __________________
or credibility3. Performance – Refers to maintaining or improving
________________________
Why do we need to classify a prospect’s needs?? 1. To understand the ____________behind a buyer’s decision and
what ________________ the buyer to make a purchase2. To establish a direction for _________________ and conducting
the sales call3. To _______________ and apply ________________ that satisfy
specific organization or personal needs
1. Closed Questions2. Open – Ended Questions3. Directive Questions4. Reflective Questions
Closed Questions Closed questions can be answered in only a few
words› Yes or No› Not effective developing customer needs because the
prospect provides very little information› Use closed questions _____________________!
Open – Ended Questions Open - ended questions invite true expression of
opinion and feeling› OE questions prompt prospect for more information› May be favorable or unfavorable to you› Cannot be answered with a “yes” or “no”
Who?... What?... When?... Where?... Why?... How?...
Directive Questions Directive questions are used to get the buyer to
concentrate on the parts of your proposal he/she is comfortable or agrees with› DQ’s request expansion or further explanation on a
particular point› Gets prospect to explore areas of agreement and focus
less on areas of disagreement› Good to reestablish positive communication› Use DQ’s ________________________
VS
Reflective Questions Used to __________________ prospect’s meaning to
determine their needs› Can be used to buy you some “thinking” time when you get
a surprise objection› Careful listening is required for RQ’s› Use RQ’s _________________________
Respond to each with an open ended question:
1. “I don’t like your proposal.”2. “Golly, I think your ideas are terrific, but to
tell you the truth, the boss just can’t see doing something new like this. I don’t think he would buy it.”
3. “I don’t know. I’ll have to think it over.”4. “I’ll have to talk to someone else about it.”
Respond to each with a directive question:
1. “Golly, I think your ideas are terrific, but to tell you the truth, the boss just can’t see doing something new like this. I don’t think he would buy it.”
2. “I like your remodeled rooms, but they cost too much.”
3. “That’s a good room rate, but your banquet service prices are too high.”
4. “A new corporate program, eh? It’s about time you guys came up with something new. See me in three months and we can talk it over then.”
Respond to each with a reflective question:
1. “There’s certainly a lot to be said for your plan, but I’d like to think it over and get back to you.”
2. “Anyone can find reasons for changing, however, before we start using your hotel for all our business travel, you have to present me with a significant reason for doing so.”
3. “You know, I’ve been in the business a long time and I’ve heard the same old story from you guys for many years.”
4. “Your proposal is great for the big company, but my company needs are entirely different.”
Surf expedia.com Come up with at least 5 questions for
Sydney Freas, Market Manager for Houston/Galveston – Expedia.com and Hotels.com
Questions should be a combination of› Open ended› Closed ended› Directive› Reflective