From Art Sobczak:
How about some "How?" questions?
Greetings,
A while ago I saw a TV commercial for Ping, the
golf club company. The theme of the commercial
was how Ping built its fine reputation by always
asking, "How?"
HOW could they make a better putter?
HOW could they make golf more enjoyable with their
equipment?
That's when I dragged my rear out of the chair, grabbed
a pen and started scribbling lots of ways that we as
salespeople can use "how" with our prospects and
customers.
A few points on these questions:
-I've grouped these questions into categories, but
you'll see that many of them are interchangeable.
-They're not in a particular order, although some could
be used as good follow-up questions in response to
their answers to a previous question.
-Also keep in mind that you wouldn't necessarily use
just "how" questions exclusively. Mix in the Who,
What, Where, and Why questions.
-As you read them, think about how you can use
and/or adapt these for your own calls. Better yet,
take notes.
-This list is not all-inclusive. Matter of fact, how about
YOU sending in one of your favorite "how" questions?
Oh, and remember, the most important thing about
questioning is that you LISTEN to their answers, use
the information, and react accordingly.
FACT-GATHERING AND QUALIFYING QUESTIONS
How do you get new business?
How could you get more?
How could we help you get more?
How do you plan on achieving your sales goals this year?
How does the purchasing process work at your business?
How are decisions like these typically made?
How is money normally budgeted?
How did you make the decision last time?
How could you use our product/service?
How did you select the previous vendor?
How do you evaluate new vendors?
NEED IDENTIFICATION/DEVELOPMENT AND
PAIN-ENHANCING QUESTIONS
How did that work last time?
How often does that happen?
How does that affect other departments?
How are you doing it now?
How is your situation unique?
How could it be done better?
How can we help you do it better?
How do you see this developing?
How could it be improved?
How would you describe your present level of
service/satisfaction?
How are you going to fix the situation?
How did you handle it last time?
How does that problem impact other departments?
How long has it been going on?
How much does it cost you?
How much time does it take now?
How is it being handled now?
How will you handle it?
How did you/your employees/your customers react?
How does that make them feel?
How does that make you feel?
How did that happen?
How will you prevent it from happening again?
How would you define good service?
How would you describe ...?
How does poor quality affect the final product?
How much do you think you would save if
that problem was solved?
How would you use it if you had it?
CLOSING/COMMITMENT QUESTIONS
How can we make this work?
How can we make this happen?
How about starting out with a trial order?
How can we get approval?
How would you like to proceed?
How soon can we get started?
How about starting now?
How many do you want to start with?
How do you see us proceeding?
How fast will you need this?
How much will you need to start off with?
How can we be the ones that you'll choose?
How can we be part of the bidding process?
How do you want to pay for this?
How do you want this delivered?
ADDRESSING RESISTANCE AND OBJECTIONS
How much is "too much"?
How could we solve that?
How much resistance do you expect internally?
How can we both make this work?
How much of an issue is that, really?
How do we get around this issue?
How can you/we find the money?
CUSTOMER SERVICE
How can I help?
How can I be of service?
How could we improve?
How are we doing?
How can we change?
How can we do it better?
How can I fix it so you're satisfied?
How have we done for you?
QUESTIONS TO ASK YOURSELF
How can I change?
How could I increase my sales and production by 30% this quarter?
How am I going to reach my goals?
How should I start?
(After preparing this piece, I went to my two-volume "How to Sell
More, In Less Time, With No Rejection, Using Common Sense
Telephone Techniques," to see what I had there about questions.
I found over 50 PAGES of word-for-word questioning techniques,
strategies, and questioning case studies. If you do any type of
telephone sales, prospecting, or servicing, and don't already
have these books, I recommend you check them out right now
at http://www.businessbyphone.
find questioning info, but proven ideas you can use right now
on ALL parts of your call.)
==============================
Quote of the Week
"The ability to ask the right question is more than half the
battle of finding the answer."
Thomas John Watson
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