Questioning techniques Questioning Techniques Questioning techniques are useful

Questioning Techniques Questioning techniques are useful to assess a customer’s needs. These are used

Open Questions Used when a simple “yes” or “no” is not enough. An extended

Closed Questions Typical “yes”, “no” or single word answers. Used to gain information on

Probing Questions Used to establish specific requirements – product features - price range Clarifies

Questions Examples of questions used to establish sales opportunities • When do you require

Product knowledge Competence and Accuracy Customer trust Competitive edge Confidence Up-to-date product knowledge Customer

Up-to-date Product Knowledge Methods for maintaining up-to-date product knowledge: • Internal/external training events and

Closing the Sale Buying signals: • Customer body language • Customer returning to product

Closing the Sale Ways of closing the sale: • Questioning the customer • Overcoming

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Questioning techniques

Questioning Techniques Questioning techniques are useful to assess a customer’s needs. These are used at the start of a service, during the service and at the end of a service. • Open questions – used to gain information and get the customer talking. • Closed questions – used to gain commitment and confirm information. • Probing questions – used to establish specific requirements

Open Questions Used when a simple “yes” or “no” is not enough. An extended answer is needed to the question – WHAT? WHEN? WHY? WHERE? HOW? Used to build a rapport through discussion – consultation. Wealth of information can be provided. The customer details several features/benefits – can match to products.

Closed Questions Typical “yes”, “no” or single word answers. Used to gain information on - suitable product features Identify specific customer wants and needs Good to close a sale or confirm information DO, CAN, COULD, DOES, WILL, SHALL, SHOULD, HAVE, MAY, DID.

Probing Questions Used to establish specific requirements – product features - price range Clarifies customers likes, dislikes and needs Allows product recommendation Usually follows open questions

Questions Examples of questions used to establish sales opportunities • When do you require the product? • What can you tell me about the product you desire? • What is your price range? • Will you be purchasing the product today?

Product knowledge Competence and Accuracy Customer trust Competitive edge Confidence Up-to-date product knowledge Customer satisfaction Objections

Up-to-date Product Knowledge Methods for maintaining up-to-date product knowledge: • Internal/external training events and courses • Product manuals and specifications • Marketing literature • Testing and practical use of products • Consumer tests • Reports and reviews

Closing the Sale Buying signals: • Customer body language • Customer returning to product • Customer reading product information and leaflets • Asking specific product questions • Handling the products • Trialling the product

Closing the Sale Ways of closing the sale: • Questioning the customer • Overcoming resistance • Incentives and discount • Reassurance in the product • After sales service • Returns policy