Consultative Selling—Coaching/Analysis Questions
Advance Preparation
- Does the salesperson have complete, COMPREHENSIVE knowledge or products/services offered?
- Is the salesperson thoroughly familiar with all processes and procedures?
- Does the salesperson understand all UNIQUE product/service benefits?
- Does the salesperson maintain current and complete competitor data?
- Does the salesperson conduct advance customer research on EVERY prospect?
- Does the salesperson maintain a high level of mental and physical energy/stamina?
- Does the salesperson project passion and enthusiasm?
- Bottom line: Is the salesperson a genuinely valuable resource for information and insight, not just a product pusher?
Determine Call Objective(s)
- Does the salesperson understand the typical selling and account development cycles?
- Does the salesperson set a realistic “Advancement Objective” for every sales call?
- Can the salesperson change his or her call objective “on the fly” if necessary?
- Is the salesperson able to generate progressive customer commitments, ultimately resulting in the sale?
Rapport Building—develop a sincere and lasting personal connection with every prospect and customer.
- Does the salesperson gain agreement with the prospect on a win/win purpose or agenda for every sales call?
- Does the salesperson ask “easy” questions early in the sales call?
- Does the salesperson show GENUINE interest in the prospect?
- Does the salesperson ask questions to discover “common ground?” (interests, background, perspective, etc.)
- Does the salesperson “mirror” the prospect’s pacing, vocal qualities, physiology, etc?
- Bottom line: Do customers really LIKE the salesperson and feel a bond or “connection” with him or her?
Needs Discovery, Analysis and Confirmation—gain an understanding of both tactical and strategic needs.
- Does the salesperson prepare and PRACTICE key questions in advance?
- Does the salesperson use a questions map or menu?
- Does the salesperson “Earn the right” to ask questions and identify needs?
- Does the salesperson ask more open-ended questions than closed-ended?
- Does the salesperson ask “unique benefits” questions?
- Does the salesperson consistently ask follow-up/drilling deeper questions?
- When appropriate, does the salesperson ask “turn up the heat” questions?
- When a customer has questions, does the salesperson ask clarifying questions before answering?
- Does the salesperson avoid asking questions?
- Does the salesperson use a Customer Profile form to capture and maintain data, notes, etc?
Advocate Relevant Solutions—tie all recommendations to previously identified needs.
- Does the salesperson ask confirm needs before presenting solutions?
- Does the salesperson ask use the “NFBR” process to present solutions?
- Does the salesperson ask make “mini-presentations” during early sales calls, leading up to the final presentation?
- Keep the presentation interactive with Reaction Questions
- Summarize recommendation and ask for action (based upon the call objective)
Minimize Buyer’s Remorse—overcome any post-sale hesitation or uncertainty.
- Assure the customer that he or she has made a good decision.
- Express appreciation for their business.
- Ask for additional commitment, such as a referral, etc.
Advance the Account Development Cycle—keep moving forward
- Never leave a customer without knowing what the SPECIFIC next step is
- Set the next appointment NOW
- Continue the needs analysis process long AFTER the initial sale
- Work continually to EXPAND the value you offer to the customer
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