Could Better Questions Lead to More Wallet Share Could Better Questions Lead to More Wallet Share?…That’s a Good Question!

Objectives Discover how mindset and beliefs impact sales success Introduce a simple model to ask questions that uncover the customer’s situation Share how to position value and build confidence asking question to uncover needs-keeping customers from going elsewhere Understand how service and selling go together to understand needs, fill those needs, and add value. DO: Introduce the workshop objectives.

greatest sales challenges What are the greatest sales challenges your teams face that keep them from performing at a higher level? (from CSR’s, teller’s to loan officers..) DO: Set up table leaders. Have teams select table leaders. Suggest they have everyone point to one person on the count of 3 or use a different method of your choice. Ask the table leaders to raise their hands. Set expectations: Keep discussions on track Recap ideas/discussion from your table group. CHALLENGE DISCUSSION SAY: Consider the question onscreen – what are the greatest challenges you experiences related to pricing issues and quickly share at your tables. DO: Allow 2 - 3 minutes. Recap by having two to three table leaders share their responses.

Asking Better Questions “Successful people ask better questions – and as a result, they get better answers.” Tony Robbins Why don’t they ask? Relationship- “friend-zone” Don’t know how to ask? “Salesy” Don’t know the products well enough Fear (of failure, and all above points)

Sales Congruence Congruence Rate a top performer and low performer 1-10 (10 is best) View of Selling Values Belief in Product View of Abilities Commitment to Activities Congruence DO: Set up table leaders. Have teams select table leaders. Suggest they have everyone point to one person on the count of 3 or use a different method of your choice. Ask the table leaders to raise their hands. Set expectations: Keep discussions on track Recap ideas/discussion from your table group. CHALLENGE DISCUSSION SAY: Consider the question onscreen – what are the greatest challenges you experiences related to pricing issues and quickly share at your tables. DO: Allow 2 - 3 minutes. Recap by having two to three table leaders share their responses. Congruence releases energy and achievement drive. Gaps create conflict and disengagement. ™

Clarifying Customer Needs “Selling is simply uncovering a need, filling that need, and adding value.” Ron Willingham Meaningful Interactions: Put the customer at ease Get them talking and you listening Listen for challenges/opportunities Help fill the need … refer or show how our products can fill that need

Writing Questions Write 2 questions you or your people currently ask on sticky notes One question per sticky note.

The GAP Model™

Current Situation Questions

Current Situation Examples Basic Question: Where are you now? What are you currently using to…? What are you currently experiencing with...? What are you facing/experiencing with…? What does the Current Situation look like, sound like and feel like?

Desired Situation Questions Current Situation Desired Situation

Desired Situation Examples Basic Question: Where would you like to be? What is your goal for …? If you could make significant improvements, what would be different? What outcomes would you like to accomplish that you are currently not experiencing? What does the Desired Situation look like, sound like and feel like?

Risks/Concern Questions Current Situation Desired Situation GAP Risks / Concerns

Risks/Concern Examples Basic Question: What are the risks of staying in the Current Situation? What concerns you about continuing your current approach? What risks would you like to eliminate or reduce? What might be the cost over time of staying with your current plan? What is the potential risk of the status quo?

Benefits/Rewards Questions Current Situation Desired Situation Benefits / Rewards Risks / Concerns

Benefits/Rewards Examples Basic Question: How could the situation be improved? If you could make the improvements mentioned, how would that help you? How much better would you feel if you could make the changes you suggested? What would be the benefit of being in the Desired Situation?

Urgency/Importance Current Desired Situation Situation Benefits / Rewards Risks / Concerns

Urgency/Importance Examples Basic Question: How important is it to move in the direction of the Desired Situation? Where does this fit in terms of your priorities? How important is it for you to make improvements in this area? How open are you to make significant progress related to the things we have discussed? Is it so important that you would like to take action or make a change soon?

Post Your Questions Please take sticky notes and place them on appropriate place on your flip chart sheet.

Using the GAP Model as a Guide Will: GAP Model™ Summary Using the GAP Model as a Guide Will: Differentiate you from competitors by the quality of your questions Help you be perceived as a person who brings value to each discussion Create dialogue about the issues that are more likely to influence a buying decision

Demonstrating Value Understand each customer’s definition of value Value is the intrinsic worth customers receive from you beyond products. To sell value requires you to: Understand each customer’s definition of value Differentiate from competitors Recognize how relationships influence the buying process Understand your customer’s business environment and challenges

Practice Active Listening When you totally focus on what your customer is saying, you will often learn something that shifts the discussion away from price. Direct the participants to the next page. Reinforce how important it is to practice active listening. Read the PP slide. Whole Group Discussion: Ask: How can active listening impact your conversation? Get several responses. Ask: What happens when you don’t listen? Get several responses.

Insights and Actions What is your key learning from this workshop? What commitments will you make to apply the concepts?

Could Better Questions Lead to More Wallet Share Could Better Questions Lead to More Wallet Share?...That’s a Good Question! Thank You!