The Powerful Process to Motivate Customers to Buy From You

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In this presentation brought to you by Landslide Technologies, Paul Cherry presents on the topic of: Questions That Sell: The Powerful Process to Motivate Customers to Buy From You. Paul carefully outlines questions to ask your customers to help move the sale to close.

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  • nice tips. The helpful & intelligent questions to ask ur customers & improve ur relation.
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The Powerful Process to Motivate Customers to Buy From You

  1. 1. Questions That Sell: The Powerful Process to Motivate Customers to Buy From You Presenter Paul Cherry, President Performance Based Results Host Razi Imam, CEO, Landslide Technologies, Inc.
  2. 2. About Paul Cherry <ul><li>President & CEO of Performance Based Results ( www.pbresults.com ), and 20 years experience in performance improvement strategies. </li></ul><ul><li>Author of the best-selling book Questions That Sell . </li></ul><ul><li>Worked with 1,200 organizations to date. </li></ul><ul><li>Typical client realizes 10:1 ROI from his training programs by emphasizing application and behavioral change. </li></ul><ul><li>Featured in Selling Power , Investors Business Daily , & hundreds of leading trade publications. </li></ul>
  3. 3. Why We Need to Ask the Right Questions <ul><li>Stir customer emotions. </li></ul><ul><li>Expand your customer's comfort zone. </li></ul><ul><li>Control the conversation. </li></ul><ul><li>Uncover the hidden agendas. </li></ul><ul><li>Eliminate price as an issue . </li></ul>
  4. 4. Why Don’t We Ask the Right Questions? <ul><li>Fear </li></ul><ul><li>Lack of time </li></ul><ul><li>Lack of interest </li></ul><ul><li>Product focused vs. customer focused </li></ul>
  5. 5. Top 10 Most Common Questions Salespeople Ask <ul><li>For example: </li></ul><ul><li>How’s it going? (How’s business? Your weekend? The family, etc.) </li></ul><ul><li>How can I help you? ….…How we doing? </li></ul><ul><li>How many..……? </li></ul><ul><li>Are you the decision-maker?......When will you make a decision? </li></ul><ul><li>Who’s your current vendor? </li></ul><ul><li>What do you like about them? </li></ul><ul><li>What are your needs?......problems? </li></ul><ul><li>What’s your budget?......paying now? </li></ul><ul><li>If I could……..would you be interested? </li></ul><ul><li>Can I give you a quote? </li></ul>
  6. 6. How to Turn Ordinary Questions into Expansion Questions <ul><li>Expansion questions begin with descriptive words: </li></ul><ul><li>Describe, Tell me, Share with me, Help me to understand, Walk me through, Explain to me , etc . </li></ul>
  7. 7. Expansion Questions <ul><li>Example 1: Are you the decision-maker? </li></ul><ul><li>Verses… </li></ul><ul><li>Walk me through your decision-making process. </li></ul><ul><li>Example 2: Do you have a budget for this project? </li></ul><ul><li>Verses… </li></ul><ul><li>Describe for me your budgetary requirements for this project. </li></ul><ul><li>Example 3: What do you like about your current vendor? </li></ul><ul><li>Verses… </li></ul><ul><li>Tell me about the qualities you look for when selecting a vendor. </li></ul>
  8. 8. Comparison and Contrast Questions <ul><li>After introducing a few expansion questions, interject with “ Comparison ” and “ Contrast ” questions to stretch your customers’ thought process and get them to divulge critical buying information: </li></ul><ul><li>These questions will help you to understand the: </li></ul><ul><li>Complex decision-making process – Who else is involved including owners, bosses, peers, front-line, committees, customers, engineering, production, purchasing, marketing, sales, vendors, stockholders, etc. </li></ul><ul><li>Question: What would you say is most important to you verses what’s important to _______? </li></ul><ul><li>Question: How do you think __________ perspective differs from yours? </li></ul>
  9. 9. Comparison & Contrast Questions (continued) <ul><li>Decision making criteria – Rankings and clarification of needs verses wants. These may include: service, quality, delivery, efficiency, price, labor, time, resources, overhead, profitability, market share, time to market, etc. </li></ul><ul><li>Question: Exactly how important is price compared to … </li></ul>
  10. 10. Comparison and Contrast Questions (continued) <ul><li>Time - Explore market trends, priorities, political & organizational dynamics and competitive vendor relationships </li></ul><ul><li>Question: How do you see your market evolving in the next 3 years compared to where it is today? How’s that different from where you were a year ago? </li></ul><ul><li>Question: Tell me about your _______ strategy for next year. How’s that compare to this year………….. verses last year? </li></ul>
  11. 11. Comparison and Contrast Questions (continued) <ul><li>Time ( continued) </li></ul><ul><li>Question: Think back to when you originally implemented this project. What were your expectations back then? Compared to the results you’re getting now…………and ( verses ) where you want to be in the next ____? </li></ul><ul><li>Question: Would you share with me the ideal qualities you look for in a vendor relationship? And how does your ideal scenario compare to your current situation? </li></ul><ul><li>Question: When you originally selected this vendor, what were your selection criteria? In what ways have your criteria changed as you evaluate your needs today? What would you like to see happen in the future? </li></ul>
  12. 12. Are Salespeople Good Listeners? <ul><li>____% of the time others are not telling you what’s on their mind. </li></ul><ul><li>____% we actively listen. </li></ul><ul><li>Dartnell Research </li></ul><ul><li>Information is Power. Capture it! </li></ul>
  13. 13. Use Lock-on Questions to Get Customers to Open Up Lock-on questions are tactical questions that zero in on a key word(s) the customer states. The purpose is to direct the conversation while encouraging your customers to expand on their ideas, feelings, and thought process. Customer states: “ We’ve been trying to meet our goals for this year.” If you could choose only one word to get more details from the statement above, which word would you select? The word is _______ because it elicits ________.
  14. 14. “We’ve been trying to meet our goals for this year.” <ul><li>You mentioned “ trying ”… what’s working? What isn’t? How long have you been trying? What exactly have you tried? Are you still trying? </li></ul><ul><li>You mentioned “ goals ”, how many? Can you quantify them? Prioritize them in order of importance? What was the thought process behind establishing them? Where are you now verses where you need to be? What were last year’s goals? How do they compare to this year’s goals? </li></ul><ul><li>You mentioned “ we ”, who else is involved? In what ways might their goals be different from yours? What do you think needs to happen in order to achieve this year’s goals? What’s your concern if you don’t meet them? </li></ul>
  15. 15. Use Lock-On Questions to Create a Sense of Urgency <ul><li>Customer states: </li></ul><ul><li>“We’re having some issues with our current ________.” </li></ul><ul><li>You mentioned the word “ issues ” tell me: </li></ul><ul><li>What exactly were these issues? Can you walk me through a recent example (incident)? </li></ul><ul><li>What’s causing these issues? </li></ul><ul><li>How long have they been going on? </li></ul><ul><li>Who else is affected? </li></ul><ul><li>What do you think it’s costing you…..in terms of time……. resources…..output….. customers, etc? </li></ul><ul><li>What’s your concern if these issues were to continue? </li></ul><ul><li>Use Lock-On Questions to get customers to articulate the problem , causes , costs and implications that will motivate them to buy. </li></ul>
  16. 16. Use Lock-On Questions to Qualify & Minimize Stalls <ul><li>Customer states: “Your price is too high.” </li></ul><ul><li>Customer states: “I need to think about it.” </li></ul><ul><li>Customers states: “I need to talk to ( run it by) my boss (committee, team, etc).” </li></ul><ul><li>Other Non-committal Words: </li></ul><ul><li>We’ll consider it. </li></ul><ul><li>I’m looking at other options. </li></ul><ul><li>We want to move forward…….. but. </li></ul>
  17. 17. More Information and Resources <ul><li>Contact Paul Cherry Phone : 302-478-4443 • Email : [email_address] • Web : www.pbresults.com </li></ul><ul><li>Find out about On-site Sales Training & Workshops. </li></ul><ul><li>Learn about Customized Webinars. </li></ul><ul><li>Have Paul engage you at your next event. </li></ul><ul><li>Get the free whitepaper, 117 Best Questions To Close More Business. </li></ul><ul><li>Free Raffle of ‘Questions That Sell’ - 10 Free books raffled today. </li></ul><ul><li>Not a Winner? </li></ul><ul><li>Get your copy of Paul’s book free. Attend a live demo of Landslide and after you’ve seen the demo, we will mail you a free copy. </li></ul><ul><li>Register at www.landslide.com/webinar </li></ul>

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