Mastering Questioning Techniques Peter Rosenwald Director Chartered Developments

Mastering Questioning Techniques Peter Rosenwald Director Chartered Developments peter@chartdev. co. uk

What Can Questions do? § Close deals – Can you see any reason why we shouldn’t do this? § Get you out of trouble – You must have had a terribly bad experience to bite my head off like that what happened? § Lead people in the right direction – Who likes chocolates?

Who Likes Chocolates?

I Want People Engaged with the Conversation Rather than Turn into

A Typical Meeting with a Prospect Meet Again First impression Preparation Kick it off Explain the practice Winding up Being nice Gain agreement For next action Questioning in detail. Get them talking on the right subject. Ball park solutions & fees Recap

7 Questions to Ask Yourself ü What is the need / problem ü Why is the problem a problem ü What outcomes/results do they want ü Which are the highest priority ü What solutions can we offer ü What result will each solution produce ü Which solution is best

Questioning Funnels People start talking & chatting about their situation or business Problems appear Detail & needs priorities Wants or desired outcomes Catalyst questions Other open questions Probing questions Get nosey, ‘what happened & why’ Create a want question ‘do you want to do something about this? ’

Architect of Needs Service Advantage Situation Question Name of the Service All the benefits that anyone in any situation could gain from the service What situation someone would need to be in for the advantage to be of value A question, or a list of questions to uncover whether any of the situations exists

Architect of Needs Service Advantage Situation Question EMI Focus on profit § Greater profit § > Business value Loyalty § Less turnover of staff § Lower recruitment o Retains clients o Less training o Retains / secrets §Managers don’t focus on profit §Wants to sell §Falling profits §High recruitment costs §Clients left in the past or here is a fear §Wants to beat competition etc “I was hoping you could tell me about those key staff members who you think can have the greatest effect on profit and maybe explain their responsibilities? ”

Waltons the Motor Dealers 1. I was hoping you could tell me about those key staff members who you think can have the greatest influence on profit, and maybe explain their responsibilities? 2. How will their jobs be influenced when you open the new site? 3. How do they feel about this? 4. Can I bring you back to something you said about Godfrey which was to get him to think more about profit, can you explain that?

Waltons the Motor Dealers 5. So he doesn’t focus on profit? 6. But you’d like him to? 7. On another thought what would be the effect of either of these two leaving and possibly going to a competitor? 8. So, finding a way of binding them into Waltons and focussing on profit is something you would like to investigate? 9. And if anything could be done, you would want to do so before you open the new site?

Building Catalyst Questions (FLAG) I was hoping you could tell me (Two questions in one) about those key staff members who you think can have the greatest influence on profit and maybe explain their responsibilities? ”

Open § How § What § Why And some people suggest which, I think it’s a bit weak

Catalyst Question § Flags – – I was hoping you could tell me… Could you please explain… Do you mind just giving me an idea… I’d be interested to know…

A Fabulous Catalyst Question § Out of interest I was hoping you could tell me what changes you’ve recently seen in the industry and how they are affecting your business?

Conclusion § Funnels § Architect of Needs § Catalyst Questions

Chartered Developments Pete is responsible for Chartered Developments sales & marketing strategy, in addition, he applies those skills in sales management. Pete began his career selling office equipment in the 80’s before working in the City. He then started an accountancy firm in the early 90’s before founding Chartered Developments in 1997. Chartered Developments’ Services • • • Lead Generation Data Win/Loss Surveys Email Campaigns Marketing CRM Linked. In Consultancy Please feel free to connect with me on Linked. In Or peter@chartdev. co. uk