Welcome to Neath Port Talbot College!

Questioning techniques Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

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 Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

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. Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

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. Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

Probing Questions Used to establish specific requirements – product features - price range Clarifies customers likes, dislikes and needs Allows product recommendation Usually follows open questions Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

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? Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

Up-to-date product knowledge Competence and Accuracy Customer trust Competitive edge Up-to-date product knowledge Objections Confidence Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing Customer satisfaction

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 Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

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 Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

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 Names of who is presenting and positions What we are here to do today NB: you can also copy and use this slide as a template for further slides required with writing

So that’s a snap shot of why you can see that here at NPTC we have all the ingredients to offer you more, than just an education Thank you for listening!