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M302 pt the_gathering_ppt

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Transcript

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