Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
The 37 Magic Selling Questions
Orvel RayWilson, CSP
Sr. Partner
The Guerrilla Group, inc.
Orvel Ray Wilson, CSP
The Aladdin Factor
Orvel Ray Wilson, CSP
• Why Ask Questions?
– It forces you to focus
– It flatters the customer
– You’ll pick up their Buyi...
Orvel Ray Wilson, CSP
• Why Salespeople Don’t Ask Questions?
– They’re afraid the customer will say “no”
– They’re afraid ...
Orvel Ray Wilson, CSP
“Is anyone sitting here?”
Orvel Ray Wilson, CSP
• Asking the Wrong Questions
Orvel Ray Wilson, CSP
• One question you should never ask:
“May I help you?”
Orvel Ray Wilson, CSP
• One Very Important Question:
– “What time is your flight?”
Orvel Ray Wilson, CSP
• Questions to soothe an upset
Customer:
– “Want could we do to make this right?”
– “If you were in ...
Orvel Ray Wilson, CSP
• 5 Fundamental Questions, & one to
avoid:
– Who?
– What?
– When?
– Where?
– How?
– Avoid asking “Wh...
Orvel Ray Wilson, CSP
• Vocal Mirroring
– “I’m looking for a gift for my daughter.”
“What sort of gift do you think
your d...
Orvel Ray Wilson, CSP
• The 37 magic selling questions
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
1. What is your main objective?
Orvel Ray Wilson, CSP
2. How do you plan to achieve that goal?
Orvel Ray Wilson, CSP
3. What is the biggest problem you currently
face?
4. What other problems
do you experience?
Orvel Ray Wilson, CSP
5. What are you doing currently to deal
with this?
6. What is your strategy for the future?
Orvel Ray Wilson, CSP
7. What other ideas do you have?
Orvel Ray Wilson, CSP
8. What role do others play in creating this
situation?
9. Who else is
affected?
Orvel Ray Wilson, CSP
10. What are you using now?
11. What do you like most about it?
12. What do you like
least about it?
Orvel Ray Wilson, CSP
13. If you could have things any way you
wanted, what would you change?
Orvel Ray Wilson, CSP
14. How will this affect the present situation?
Orvel Ray Wilson, CSP
15. What would motivate you to change?
Orvel Ray Wilson, CSP
16. Do you have a preference?
17. What has been your experience?
18. How do you know?
Orvel Ray Wilson, CSP
Tom Dickson
CEO
K-Tek Corporation
“Will it Blend?”
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
19. Is there anything else you’d like to see?
“What else can I get
you?”
Orvel Ray Wilson, CSP
20. How much would it be worth to you to
solve this problem?
21. What would it cost, ultimately, if ...
Orvel Ray Wilson, CSP
22. Are you working within a budget?
Orvel Ray Wilson, CSP
23. How do you plan to finance it?
Orvel Ray Wilson, CSP
24. What alternatives have you considered?
Orvel Ray Wilson, CSP
25. What benefit would you personally realize
as a result?
26. How would others benefit?
Orvel Ray Wilson, CSP
26. How can I help?
Orvel Ray Wilson, CSP
29. Are there any questions you’d like to ask?
Orvel Ray Wilson, CSP
30.What do you see as the next step?
Orvel Ray Wilson, CSP
31.Who else, besides yourself, will be involved
in making the decision?
Orvel Ray Wilson, CSP
32. On a scale of 1 to 10, how confident do you
feel doing business with us?
What would it take to g...
Orvel Ray Wilson, CSP
33. Are you working against a deadline?
34. How soon would you like to start?
35. When would you lik...
Orvel Ray Wilson, CSP
36.When should we get together to discuss
this again?
Orvel Ray Wilson, CSP
37. Is there anything else you’d like for me to
take care of?
Orvel Ray Wilson, CSP
• Just Ask:
– Ask the right person
– Ask someone else
– Ask for the right things
– Ask for more
– As...
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Ives Mares
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Runa
Mares
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
Orvel Ray Wilson, CSP
• Send your questions to:
OrvelRay@GuerrillaGroup.com
• Link up on LinkedIn
• Follow on Facebook
• T...
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The 37 Magic Selling Questions - Malaysian Airports Concessionaires Converence 2013

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Closing general session keynote presented by Orvel Ray Wilson, CSP for the Malaysian Airport Holdings Berhad annual Concessionaires Conference, September 12, 2013, at the Sama-Sama Hotel in Kuala Lumpur.

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The 37 Magic Selling Questions - Malaysian Airports Concessionaires Converence 2013

  1. 1. Orvel Ray Wilson, CSP
  2. 2. Orvel Ray Wilson, CSP The 37 Magic Selling Questions Orvel RayWilson, CSP Sr. Partner The Guerrilla Group, inc.
  3. 3. Orvel Ray Wilson, CSP The Aladdin Factor
  4. 4. Orvel Ray Wilson, CSP • Why Ask Questions? – It forces you to focus – It flatters the customer – You’ll pick up their Buying Strategy and their Criteria Words – You’ll hear buying signals you’d otherwise miss.
  5. 5. Orvel Ray Wilson, CSP • Why Salespeople Don’t Ask Questions? – They’re afraid the customer will say “no” – They’re afraid the customer will feel pressed or pressured. – They’ve never been taught how.
  6. 6. Orvel Ray Wilson, CSP “Is anyone sitting here?”
  7. 7. Orvel Ray Wilson, CSP • Asking the Wrong Questions
  8. 8. Orvel Ray Wilson, CSP • One question you should never ask: “May I help you?”
  9. 9. Orvel Ray Wilson, CSP • One Very Important Question: – “What time is your flight?”
  10. 10. Orvel Ray Wilson, CSP • Questions to soothe an upset Customer: – “Want could we do to make this right?” – “If you were in my position, what would you do?” – “How might we avoid this problem in the future?”
  11. 11. Orvel Ray Wilson, CSP • 5 Fundamental Questions, & one to avoid: – Who? – What? – When? – Where? – How? – Avoid asking “Why?”
  12. 12. Orvel Ray Wilson, CSP • Vocal Mirroring – “I’m looking for a gift for my daughter.” “What sort of gift do you think your daughter would enjoy?”
  13. 13. Orvel Ray Wilson, CSP • The 37 magic selling questions
  14. 14. Orvel Ray Wilson, CSP
  15. 15. Orvel Ray Wilson, CSP 1. What is your main objective?
  16. 16. Orvel Ray Wilson, CSP 2. How do you plan to achieve that goal?
  17. 17. Orvel Ray Wilson, CSP 3. What is the biggest problem you currently face? 4. What other problems do you experience?
  18. 18. Orvel Ray Wilson, CSP 5. What are you doing currently to deal with this? 6. What is your strategy for the future?
  19. 19. Orvel Ray Wilson, CSP 7. What other ideas do you have?
  20. 20. Orvel Ray Wilson, CSP 8. What role do others play in creating this situation? 9. Who else is affected?
  21. 21. Orvel Ray Wilson, CSP 10. What are you using now? 11. What do you like most about it? 12. What do you like least about it?
  22. 22. Orvel Ray Wilson, CSP 13. If you could have things any way you wanted, what would you change?
  23. 23. Orvel Ray Wilson, CSP 14. How will this affect the present situation?
  24. 24. Orvel Ray Wilson, CSP 15. What would motivate you to change?
  25. 25. Orvel Ray Wilson, CSP 16. Do you have a preference? 17. What has been your experience? 18. How do you know?
  26. 26. Orvel Ray Wilson, CSP Tom Dickson CEO K-Tek Corporation “Will it Blend?”
  27. 27. Orvel Ray Wilson, CSP
  28. 28. Orvel Ray Wilson, CSP 19. Is there anything else you’d like to see? “What else can I get you?”
  29. 29. Orvel Ray Wilson, CSP 20. How much would it be worth to you to solve this problem? 21. What would it cost, ultimately, if things remained as they are?
  30. 30. Orvel Ray Wilson, CSP 22. Are you working within a budget?
  31. 31. Orvel Ray Wilson, CSP 23. How do you plan to finance it?
  32. 32. Orvel Ray Wilson, CSP 24. What alternatives have you considered?
  33. 33. Orvel Ray Wilson, CSP 25. What benefit would you personally realize as a result? 26. How would others benefit?
  34. 34. Orvel Ray Wilson, CSP 26. How can I help?
  35. 35. Orvel Ray Wilson, CSP 29. Are there any questions you’d like to ask?
  36. 36. Orvel Ray Wilson, CSP 30.What do you see as the next step?
  37. 37. Orvel Ray Wilson, CSP 31.Who else, besides yourself, will be involved in making the decision?
  38. 38. Orvel Ray Wilson, CSP 32. On a scale of 1 to 10, how confident do you feel doing business with us? What would it take to get that up to a 10?
  39. 39. Orvel Ray Wilson, CSP 33. Are you working against a deadline? 34. How soon would you like to start? 35. When would you like to take delivery?
  40. 40. Orvel Ray Wilson, CSP 36.When should we get together to discuss this again?
  41. 41. Orvel Ray Wilson, CSP 37. Is there anything else you’d like for me to take care of?
  42. 42. Orvel Ray Wilson, CSP • Just Ask: – Ask the right person – Ask someone else – Ask for the right things – Ask for more – Ask for less – Ask three times – Keep asking until they say, “No.”
  43. 43. Orvel Ray Wilson, CSP
  44. 44. Orvel Ray Wilson, CSP
  45. 45. Orvel Ray Wilson, CSP
  46. 46. Orvel Ray Wilson, CSP
  47. 47. Orvel Ray Wilson, CSP
  48. 48. Orvel Ray Wilson, CSP
  49. 49. Orvel Ray Wilson, CSP
  50. 50. Orvel Ray Wilson, CSP
  51. 51. Orvel Ray Wilson, CSP
  52. 52. Orvel Ray Wilson, CSP
  53. 53. Orvel Ray Wilson, CSP
  54. 54. Orvel Ray Wilson, CSP
  55. 55. Orvel Ray Wilson, CSP
  56. 56. Orvel Ray Wilson, CSP Ives Mares
  57. 57. Orvel Ray Wilson, CSP
  58. 58. Orvel Ray Wilson, CSP Runa Mares
  59. 59. Orvel Ray Wilson, CSP
  60. 60. Orvel Ray Wilson, CSP
  61. 61. Orvel Ray Wilson, CSP
  62. 62. Orvel Ray Wilson, CSP
  63. 63. Orvel Ray Wilson, CSP
  64. 64. Orvel Ray Wilson, CSP
  65. 65. Orvel Ray Wilson, CSP
  66. 66. Orvel Ray Wilson, CSP
  67. 67. Orvel Ray Wilson, CSP
  68. 68. Orvel Ray Wilson, CSP
  69. 69. Orvel Ray Wilson, CSP
  70. 70. Orvel Ray Wilson, CSP
  71. 71. Orvel Ray Wilson, CSP
  72. 72. Orvel Ray Wilson, CSP
  73. 73. Orvel Ray Wilson, CSP
  74. 74. Orvel Ray Wilson, CSP • Send your questions to: OrvelRay@GuerrillaGroup.com • Link up on LinkedIn • Follow on Facebook • Tweet me @OrvelRay • Call with your questions: 00 1 303-642-0510
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