1. Questioning and Listening for Stellar Sales Results

2. Success in sales is about having the right mindset

3. WASTES MY TIME! Talks too much Talk about themselves way too much
Don’t understand me
Don’t know their own products & services
Don’t tell the truth
Don’t deliver on their promises
Only worried about their commission
Can’t prove their value
WASTES MY TIME!
Page 3

4. The Goal: Trusted Advisor
See themselves as a “professional” and selling as a “craft”
Asks superb questions
Listens attentively – takes great notes
Understands their customer
Is an expert on their products & services
Is customer focused – not “closing” focused
Tells the 100% truth at ALL times
Keeps their promises
Can clearly demonstrate superior value
Never wastes a customer’s time
Page 3

5. Unique Value-Added Solutions
Trusted Advisor
Perceived Value
Unique Value-Added Solutions
Expert on the Customer
Expert on Your Industry and Competition
Expert on Your Products & Services
General Business Knowledge
TRUSTED ADVISOR
MEDIUM
LOW / NO
Page 4

6. TRUST The 4 Cs of TRUST Affection Concern Dis-trust Respect Competence
HIGH
Affection
TRUST
Concern
Dis-trust
Respect
LOW
LOW
Competence
HIGH
Page 5

7. The Mantra of the Trusted Advisor
I am good at what I do… and I do it because I care about you.
Workshop Page 5

8. Technique is NOTHING…
Intent is EVERYTHING!!
Page 6

9. NO Guessing!
Workshop
Page 7

10. Exact Right Solution
NITB

11. Forget about your company…
Fearless
Flexible
Fun
Page 8

12. Page 10

13. Clarifying expectations is critical…
OPUD vs. UPOD
NITB

14. Expert Questioning

15. Buying Decision Process
Emotion
Logic
Page 11

16. SKILLFUL QUESTIONING WILL HELP YOU:
• Uncover customer wants, needs, and expectations
• Clearly define the problem to be solved
• Allow you and your customer to arrive at a solution together
• Build your credibility and the customer’s trust
• Determine if there is an opportunity for cross-selling
Page 12

17. How to ask better questions
Cushions
Qualifiers
Relationship
Clarifying
Comparative Questions
Perception Checking
Hot Words
Page

18. Advanced Listening What is at stake?
If you ask a great question and don’t listen…
Clear ALL distractions
Show great body language
Repeat the answer in your head
Summarize
Paraphrase
Use follow-up questions
Never interrupt
Clarify confusing terms
Notes - Page 16

19. Summary Be a Trusted Advisor Ask don’t Tell Technique is Nothing
The 4 Cs of Trust
Exact Right Solution
No Guessing
Ask GREAT Questions
Listen Intensely

20. What did I miss?????

21. John Spence www.JohnSpence.com
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John Spence

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