1. Welcome to Neath Port Talbot College!

2. Questioning techniques
Names of who is presenting and positions
What we are here to do today
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3. 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

4. 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
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5. 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
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6. 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
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7. 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
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8. 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
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Customer satisfaction

9. 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
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10. 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
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11. 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
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12. 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!