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

2. 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.

3. 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 minutes. Recap by having two to three table leaders share their responses.

4. 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)

5. 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 minutes. Recap by having two to three table leaders share their responses.
Congruence releases energy
and achievement drive.
Gaps create conflict
and disengagement. ™

6. 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

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

8. The GAP Model™

9. Current Situation Questions

10. 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?

11. Desired Situation Questions
Current
Situation
Desired
Situation

12. 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?

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

14. 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?

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

16. 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?

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

18. 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?

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

20. 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

21. 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

22. 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.

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

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