Professional Selling: Test 2: Chapter 10

– Avoid prejudgment • Wait until you hear the ENTIRE message before you formulate your response– Be patient • Don’t interrupt... give them time to complete their answers – Take notes • The act of writing key words reinforces your understanding– Reinforce • Anchor in your prospect’s mind the points that are most important to them – Capitalize on Speed of Thought • We speak at 150 words per minute, but we can listen at up to 600 words per minute • All of that spare listening time is valuable

Because it is the first step of listening– Use Listening Time to your advantage. As you listen, you can: • Anticipate where your prospect is going • Mentally summarize the message • Formulate a response • Listen between the lines

Situation questions Problem questions Implication questions Need-payoff questions


• Situation Questions: • Data-gathering questions • Uncover facts and background only • They should be non-threatening and help built an atmosphere of trust • Problem Questions: • Questions that explore needs • Helps define the prospect’s needs more explicitly • Used to search for areas where your services are needed• Implication Questions: • Used to build up the seriousness of the problem in the mind of the prospect • Phrasing is critical • Attach a bottom-line figure to the question• Need-Payoff Questions: • Questions that get prospects to tell you the benefits your solution offers • Helps build the value of your solution• Creates a positive problem-solving atmosphere

Because it becomes to be more of an interrogation, and less personal

Let’s SPIN® Them!! • Stockbroker – recently promoted young father (Ed), got name from a neighbor • Pete’s hot sauce to Due South, but they have there own award winning sauces • Selling insurance, life and disability, got name from birth announcement • A new sales textbook for a marketing professor • Organic vegetables to cafeteria Situation questions Problem questions Implication questions Need-payoff questions

A question that doesn't need any elaboration, yes or no: Is chocolate you favorite candy?
A question that involves explanation; what kind of candy do you like?
Because it makes it seem less personal, and seems like you care more about the answers thn getting to know the person
Too many open ended Q's: • Hard work for subject • Sound like a psychologist.(Identifyatopicbutdonot provide structured alternatives)
too many closed ended: feel like you are being interrogated

Encourage prospects to continue providing information and explanations)1. Double-Check Questions – A means of giving feedback – Involves restating or rephrasing the prospect’s remarks – Clarifies your impression of the situation 2. Nonverbal Gestures – Use visual cues (nodding head or leaning forward) – A slightly raised eyebrow or inquiring look3. Use of Silence • Indicates to prospect that you do not quite understand • Allows you to relax the pace of the interview • Gives you time to think before answering • Gives prospects a chance to express their feelings 4. Continuation Questions • Encourage more communication from the prospect • Use a few words or phrases to keep prospect talking

The question might not need to be asked, person probably already answered
it might not be specific enough or gain the response you like