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M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
M302 pt the_gathering_ppt
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M302 pt the_gathering_ppt

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  • 1. Stage 2. The Gathering Find the pain the customer wants to get away from and the pleasure they want to move towards. <ul><li>Peter Thomson </li></ul>Copyright 2010 | Ripple Effect Systems Ltd 1 M302
  • 2. Be interested, not interesting <ul><li>During the gathering stage you must clearly indicate your interest in the customer’s problem. </li></ul><ul><li>Gather before you present a solution. </li></ul><ul><li>To gather: create a customer form to outline the key information you need. </li></ul>
  • 3. Open and closed questions <ul><li>Open questions get lots of information. </li></ul><ul><li>Closed questions bring the conversation to a close, or get short bursts of information. </li></ul><ul><li>The ability to ask good, well thought-out, structured questions is the sign of a great salesperson. </li></ul>
  • 4. The statement question <ul><li>When you make a statement followed by a question, if someone answers the question they won’t question the statement . </li></ul><ul><li>This is the most powerful way of communicating with someone.   </li></ul>
  • 5. The magic formula <ul><li>Consider both the towards motivation (pleasure) and the away motivation (pain) of your client in equal amounts to achieve a great sale. </li></ul>
  • 6. Focusing questions <ul><li>“ What are you trying to achieve by buying this product?” </li></ul><ul><li>“ What are the two main benefits of our product to your company?” </li></ul><ul><li>Focus the customer’s mind. </li></ul>
  • 7. Mistakes with questions <ul><li>Your tone. Keep it neutral and interested. </li></ul><ul><li>Ask a question and then make sure you listen to the answer. </li></ul><ul><li>Stay away from monologues. </li></ul><ul><li>If you meant to ask a question, don’t let it turn into a statement. </li></ul>
  • 8. The YARD method <ul><li>YARD: Yes, Action, Result, and Delighted </li></ul><ul><li>If you ask a question that could only be answered when these four stages have taken place, then in the customers mind those stages have already taken place. </li></ul><ul><li>Ask a question about the second order, or phase two, for example. </li></ul>
  • 9. Yes tags and no tags <ul><li>Prompt someone to say ‘yes’. Isn’t it? Doesn’t it? Wouldn’t it? etc. Don’t overuse them or else people will feel manipulated. </li></ul><ul><li>The positive ‘no’ question: “Do you have any other questions before we go ahead?” </li></ul>
  • 10. Things to remember <ul><li>Practice, practice, practice. </li></ul><ul><li>Think about the files you’re opening in people’s minds. </li></ul><ul><li>Questions are the most under-utilised aspect of communication. </li></ul><ul><li>Make sure that you’re not manipulative. </li></ul>
  • 11. Ripple review <ul><li>Clearly indicate your interest in the customer’s problem. </li></ul><ul><li>Open question = lots of information; closed question = less information. </li></ul><ul><li>Away motivation (catalyst for action); towards motivation (continuation of action). </li></ul>

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