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MCT

Day 2: Session One

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ADVANCED SKILLS

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Write 5 typical SituationalQuestions

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How many people are there in your family?

So you want to help your family?

Successfulsalespeopleaskthemeconomically

They dotheirhomework

Themoreseniorthecustomerthelesstheylikeansweringfactual questions

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IMPACT: Least powerful of the SPIN

questions. Can be negative. Most people ask

too many.

SO

Eliminateunnecessary questions

Doyourhomeworkthoroughly

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Write 5 typical ProblemQuestions

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What prevents you from achieving that objective?

So you were rejected in 3 interviews?

So you must earn to help your family?

A domainissomethingwhichsolvesaproblem

Anunemployable problemoranunemploymentproblem

Thinkoffiveproblemsthatyour domainsolves

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IMPACT: More powerful than SituationQuestions. Customers ask more as they

become more experienced.

Thinkofyourdomainsintermsof theproblemstheysolveforcustomers- nottheirfeatures.

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Write 5 typical ImplicationQuestions

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PROBLEMS

PROBLEMS

PROBLEMS

PROBLEMS

PROBLEMS

BUYER HAS

... but what are the implications?

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Solution

Solution

Solution

Solution

Many experiencedsellers link solutions

to problems too soon

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Implied needsareastatement

ofwantsand desires?

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ButtheCustomermustbe

ready toperceivethathehas

the need and thathisproblemis

seriousenoughto justifythe

costand hassle offindinga

solution.

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SoYOU mustestablishand build the

PAIN by Implication Questions

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YOU HAVE a BUYER THINKS

SOLUTION NOT WORTH the COST

Our CE Curriculum

allows you to become

fluent in English muchfaster

IMPLICATIONS

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POSSIBLE IMPLICATION

QUESTIONSWhatwillyou doifyouarenotabletoget

employed forthenext 6 months?

Ifyoureceiveaninterviewcallletterbutdonotknowhowtofaceaninterviewthenhow doyoufeel?

How doyoufeelifyouhavetofaceten

interviewstogeta joband afterthattorealizethatyouneed tobecomefluentinEnglishtomakeithappen?

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IMPACT: Most powerful of all SPIN

questions. Top salespeople ask lots of

them..

Thesearethehardesttoaskand mustbe

planned carefullybeforekeycounsellingsessions

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Write 5 typical Need pay-offQuestions

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How much income would you loose if you remainunemployed for the next 6 months?

Unliketheother3 theyfocusonsolutions.

Theygetthecustomertotellyouabout

thebenefityoursolutionoffersYourfinalpresentationcanbefocussed

onacknowledged needs

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IMPACT: Constructive questions always

used by top sales people and have positive

affect on CUSTOMER.

Customershould dothetalkingand be

allowed toconvincehimself

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TheobjectiveistoMove

Implied Needs

into

ExplicitNeeds

INDIRECT

CLEAR

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HOW?

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Growthatneed!

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Problems

Difficulties

Dissatisfactions

A solutionherehaslittleimpact.

A strongneed, yoursolutionwill

haveimpact!

Itbeginsintheformof

Problems, difficultiesor

dissatisfactions. Theseare

Implied Needs.

Clear, Strong

Wantsand Desires

Whenneedshave developed into

WantsorDesires

wecallthemExplicit Needs.

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NeedsNeed to

Outweighc o s t s!

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BuyDontBuy

Explicit NeedExplicit Need

Explicit Need

Perceived value

Buyer

Hassle

Risks

HiddenExtras

Cost

Thecostofthe

solution

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CONTINUATION & ADVANCE

SIMPLE VS COMPLEX SALES

SALE

OR

REFUSAL

TO BUY

CONTINUATION

Discussion

continues

no action

ADVANCE

Agreement

on action which

moves sale forward

SALES

CALL

Possible

Outcomes

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CONTINUATION OR ADVANCE?

o I liked your counselling. Lets meet again

sometime and discuss further.

o I cannot make this decision, but Ill arrange

for you to meet my parent.

o I would want to see the details of past

placements. Can you arrange for me to meetan alumni?

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A customerstatesaproblem

Youcansolveit!

Should youimmediatelyofferyoursolution?

No !

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Implied needs!

Implication questions demonstrates

Concernontheeffectthattheproblemishaving &

Understanding

oftheissuesand theirconsequences

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Thetiming

Situation Qs.first

Establishthekeyfacts

Problem Qs.next

Uncovertheimplied needs

Implied Qs.last

Developand extend implied needs

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Ensureyoursolutionhasmaximumimpact !

Implication Qs

Build credibilityand

demonstrateconcern !

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Need payoffQs.

Qs.whichprobeforExplicit Needs

shiftsattentionsfrom

Problemsto Solutions

Ittellsyouthevalueofthebenefit

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PUTTING SPIN INTO

PRACTICE TWO KEY FACTORS

PLANNING Thinking through yourSPIN questions and advances and putting

them into a call plan

PARADIGM SHIFT- Shifting your

perspective away from DOMAIN and

towards problem solving e.g.

Unemployment.

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Situation

Questions

ProblemQuestions

Implication

Questions

Need-payoffQuestions

BENEFITS

Implied

Needs

ExplicitNeeds

Theroadmap

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IMPLIED OR EXPLICIT NEEDS ?

I need help in improving mycommunication skills

Im worried about increasingcompetition

I need to be able to participateeffectively in Group Discussions

My language skills are not as strong asthey should be

Explicit

Implied

Implied

Explicit

Implied

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NEED- PAY

OFF QUESTIONS They probe the Explicit Needs

Reduce objections because they cause the

customer to explain the solution

Move discussion forward towards action

and commitment

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NEED-PAY

OFF QUESTIONS? How much would you earn annually

if we could eliminate your

unemployment? Are you worries about theunreliability of your income stream?

Has skill shortage caused you to get

rejected in important job interviews? How important is it to get into

employment?

Need-payoff

Problem

Implication

Need-payoff

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