MCT Day 2: Session One

ADVANCED SKILLS

Write 5 typical Situational Questions

 How many people are there in your family? So you want to help your family?
 Successful salespeople ask them economically  They do their homework  The more senior the customer the less they like answering factual questions

 IMPACT: Least powerful of the SPIN questions. Can be negative. Most people ask too many. SO
 Eliminate unnecessary questions  Do your homework thoroughly

Write 5 typical Problem Questions

 What prevents you from achieving that objective? So you were rejected in 3 interviews? So you must earn to help your family?  A domain is something which solves a problem  An unemployable problem or an unemployment problem  Think of five problems that your domain solves

 IMPACT: More powerful than Situation Questions. Customers ask more as they become more experienced.

 Think of your domains in terms of the problems they solve for customers- not their features.

Write 5 typical Implication Questions

 PROBLEMS

BUYER HAS

PROBLEMS

PROBLEMS

PROBLEMS

PROBLEMS
. . . but what are the implications?

Solution Solution

Many experienced sellers link solutions to problems too soon

Solution Solution

Implied needs are a statement of wants and desires?

But the Customer must be ready to perceive that he has the need and that his problem is serious enough to justify the cost and hassle of finding a solution.

So YOU must establish and build the PAIN by Implication Questions

YOU HAVE a SOLUTION

Our CE Curriculum allows you to become fluent in English much faster

BUYER THINKS NOT WORTH the COST

IMPLICATIONS

POSSIBLE IMPLICATION QUESTIONS

 What will you do if you are not able to get employed for the next 6 months?  If you receive an interview call letter but do not know how to face an interview then how do you feel?  How do you feel if you have to face ten interviews to get a job and after that to realize that you need to become fluent in English to make it happen?

 IMPACT: Most powerful of all SPIN questions. Top salespeople ask lots of them..
 These are the hardest to ask and must be planned carefully before key counselling sessions

Write 5 typical Need pay-off Questions

 How much income would you loose if you remain unemployed for the next 6 months?

 Unlike the other 3 they focus on solutions.  They get the customer to tell you about the benefit your solution offers  Your final presentation can be focussed on acknowledged needs

 IMPACT: Constructive questions always used by top sales people and have positive affect on CUSTOMER.
 Customer should do the talking and be allowed to convince himself

The objective is to Move Implied Needs into Explicit Needs

CLEAR INDIRECT

HOW?

Grow that need!

A solution here has little impact.

A strong need, your solution will have impact!

Problems Difficulties Dissatisfactions

It begins in the form of Problems, difficulties or dissatisfactions. These are Implied Needs.

Clear, Strong Wants and Desires

When needs have developed into

Wants or Desires we call them Explicit Needs.

Needs
Need to Outweigh c
o

s!

Buy

Dont Buy

Hassle Explicit Need Explicit Need Explicit Need Perceived value Buyer
Risks Hidden Extras Cost

The cost of the solution

CONTINUATION & ADVANCE

SIMPLE VS COMPLEX SALES

SALES CALL Possible Outcomes

SALE OR REFUSAL TO BUY

CONTINUATION Discussion continues no action

ADVANCE Agreement on action which moves sale forward

CONTINUATION OR ADVANCE?
o I liked your counselling. Lets meet again sometime and discuss further. o I cannot make this decision, but Ill arrange for you to meet my parent. o I would want to see the details of past placements. Can you arrange for me to meet an alumni?

A customer states a problem You can solve it! Should you immediately offer your solution?

No !

Implied needs!
Implication questions demonstrates Concern on the effect that the problem is having & Understanding of the issues and their consequences

The timing
Situation Qs. first Establish the key facts Problem Qs. next Uncover the implied needs Implied Qs. last Develop and extend implied needs

Implication Qs

Ensure your solution has maximum impact ! Build credibility and demonstrate concern !

Need payoff Qs.

Qs. which probe for Explicit Needs shifts attentions from

Problems to Solutions

It tells you the value of the benefit

PUTTING SPIN INTO PRACTICE

TWO KEY FACTORS PLANNING Thinking through your SPIN questions and advances and putting them into a call plan PARADIGM SHIFT- Shifting your perspective away from DOMAIN and towards problem solving e.g. Unemployment.

The roadmap

Situation Questions Problem Questions Implication Questions Need-payoff Questions BENEFITS

Implied Needs

Explicit Needs

IMPLIED OR EXPLICIT NEEDS ?

I need help in improving my communication skills Im worried about increasing competition I need to be able to participate effectively in Group Discussions My language skills are not as strong as they should be Explicit Implied Implied Explicit Implied

NEED- PAYOFF QUESTIONS

They probe the Explicit Needs Reduce objections because they cause the customer to explain the solution Move discussion forward towards action and commitment

NEED-PAYOFF QUESTIONS?
How much would you earn annually if we could eliminate your unemployment? Are you worries about the unreliability of your income stream? Has skill shortage caused you to get rejected in important job interviews? How important is it to get into employment? Need-payoff Problem Implication Need-payoff