文档介绍：Let's talk BASIC:
Questioning & Listening
1 / 18 Questioning & Listening
Objectives
At pletion of this module, you should
be able to:
Ask effective questions to acquire more information
Practice active listening to ensure better and correct
understanding
Identify customer needs
Achieve win / win results
2 / 18 Questioning & Listening
Why not making the sales?
'Our products are too expensive.'
'The other has better features.'
'We can't match their offers.'
'Our application is inferior.'
etc. etc.
3 / 18 Questioning & Listening
Why customers are not happy?
'Our people did not deliver on time.'
'Our system is always down.'
'Service people never got there on time.'
'I'd never got the customer's message.'
'We'd charged for everything.'
etc. etc.
4 / 18 Questioning & Listening
Do we often say......
'If I knew it ... or if I understood it...'
I could have
won the sales!
eliminated plain!
saved the trouble and the time!
5 / 18 Questioning & Listening
Why couldn't we know, then?
Have we asked?
Knock, it'll be opened!
Ask, it'll be answered!
And
Knock the right door!
Ask the right questions!
6 / 18 Questioning & Listening
EFFECTIVE questioning is to ask
the RIGHT questions to...
Gather customer information
Explore customer's interest, needs and aspirations
Uncover 'hidden agendas'
Qualify
Test options & trial close
Close the deal
7 / 18 Questioning & Listening
OPEN-ENDED questions
encourage narrative responses
Typified by 5W+H and words as 'explain',
'describe', 'tell', 'what if ... '
Most effective way to
gather information
explore interest, needs & aspirations
seek opinions and insight
trial close
Should be used early in an interaction
8 / 18 Questioning & Listening
Practice:
Put down on paper 5 open-ended questions that
you would chat with a friend whom you have not
seen for more than 2 years
Pick one to read the questions to veri