Consultative Selling—Coaching Questions

Consultative Selling—Coaching/Analysis Questions

Advance Preparation

  • Does the salesperson have complete, COMPREHENSIVE knowledge or products/services offered?
  • Is the salesperson thoroughly familiar with all processes and procedures?
  • Does the salesperson understand all UNIQUE product/service benefits?
  • Does the salesperson  maintain current and complete competitor data?
  • Does the salesperson  conduct advance customer research on EVERY prospect?
  • Does the salesperson  maintain a high level of mental and physical energy/stamina?
  • Does the salesperson project passion and enthusiasm?
  • Bottom line: Is the salesperson a genuinely valuable resource for information and insight, not just a product pusher?

Determine Call Objective(s)

  • Does the salesperson  understand the typical selling and account development cycles?
  • Does the salesperson  set a realistic “Advancement Objective” for every sales call?
  • Can the salesperson change his or her call objective “on the fly” if necessary?
  • Is the salesperson able to generate progressive customer commitments, ultimately resulting in the sale?

 Rapport Building—develop a sincere and lasting personal connection with every prospect and customer.

  • Does the salesperson gain agreement with the prospect on a win/win purpose or agenda for every sales call?
  • Does the salesperson  ask “easy” questions early in the sales call?
  • Does the salesperson  show GENUINE interest in the prospect?
  • Does the salesperson  ask questions to discover “common ground?” (interests, background, perspective, etc.)
  • Does the salesperson “mirror” the prospect’s pacing, vocal qualities, physiology, etc?
  • Bottom line: Do customers really LIKE the salesperson and feel a bond or “connection” with him or her?

Needs Discovery, Analysis and Confirmation—gain an understanding of both tactical and strategic needs.

  • Does the salesperson  prepare and PRACTICE key questions in advance?
  • Does the salesperson  use a questions map or menu?
  • Does the salesperson “Earn the right” to ask questions and identify needs?
  • Does the salesperson  ask more open-ended questions than closed-ended?
  • Does the salesperson ask “unique benefits” questions?
  • Does the salesperson consistently ask follow-up/drilling deeper questions?
  • When appropriate, does the salesperson ask “turn up the heat” questions?
  • When a customer has questions, does the salesperson ask clarifying questions before answering?
  • Does the salesperson avoid asking questions?
  • Does the salesperson use a Customer Profile form to capture and maintain data, notes, etc?

Advocate Relevant Solutions—tie all recommendations to previously identified needs.

  • Does the salesperson ask confirm needs before presenting solutions?
  • Does the salesperson ask use the “NFBR” process to present solutions?
  • Does the salesperson ask make “mini-presentations” during early sales calls, leading up to the final presentation?
  • Keep the presentation interactive with Reaction Questions
  • Summarize recommendation and ask for action (based upon the call objective)

Minimize Buyer’s Remorse—overcome any post-sale hesitation or uncertainty.

  • Assure the customer that he or she has made a good decision.
  • Express appreciation for their business.
  • Ask for additional commitment, such as a referral, etc.

Advance the Account Development Cycle—keep moving forward

  • Never leave a customer without knowing what the SPECIFIC next step is
  • Set the next appointment NOW
  • Continue the needs analysis process long AFTER the initial sale
  • Work continually to EXPAND the value you offer to the customer

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