Mastering Questioning Techniques

Peter RosenwaldDirectorChartered Developmentspeter@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

intoTurn

A Typical Meeting with a Prospect

Meet Again

Preparation

First impressionKick it off

Explain the practice

Winding upBeing nice

Gain agreementFor next action

Ball parksolutions & fees

Recap

Questioningin detail.Get them talking on the right subject.

7 Questions to Ask Yourself

What is the need / problem

Why is the problem a problem

What outcomes/results do they want

Which are the highest priority

What solutions can we offer

What result will each solution produce

Which solution is best

Questioning Funnels

Problems appear

Wants or desired outcomes

People start talking Catalyst questions

& chatting about their situation or business

Other open questions

Detail & needs priorities

Probing questions

Get nosey, ‘what happened & why’

Create a want question ‘do you want to do something about this?’

Architect of Needs

Question

A question, or a list of questions to uncover whether any of the situations exists

Service

Name of the Service

Advantage

All the benefits that anyone in any situation could gain from the service

Situation

What situation someone would need to be in for the advantage to be of value

Architect of Needs

Question

“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?”

Service

EMI

Advantage

Focus on profitGreater profit> Business value LoyaltyLess turnover of staffLower recruitment

o Retains clientso Less trainingo Retains /

secrets

Situation

Managers don’t focus on profitWants to sellFalling profitsHigh recruitment costsClients left in the past or here is a fearWants to beat competitionetc

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 WhyAnd 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• LinkedIn Consultancy

Please feel free to connect with me on LinkedInOr peter@chartdev.co.uk