Effective Questioning Techniques

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Carnegie's 1937 self-help book 'How to Win Friends and Influence People' became an international ______.

best-seller

Carnegie's book remains a highly regarded and widely read work on human motivation, relationships, and 'influencing' others. Carnegie's ideas contain a huge amount of useful learning relating to understanding other people and their ______.

motives

Carnegie's concepts, and other similar methods based on them, contribute to realizing that people are all different and therefore all have different ______.

perspectives

To appreciate that people have their own views, feelings, values, and ______ is a vital concept within selling.

aims

The more we can understand the other person's situation, aims, and feelings, the more likely we will be able to develop ______ and trust with them.

rapport

The purpose of 'influence' is in the hands of the 'influencer' (or seller), and this purpose (product or service) may or may not be in the best interests of the ______.

customer

Carnegie's training business initially focused on personal development, later becoming a major source of the ideas and theory which underpinned traditional selling through the 20th ______.

century

As far as this goes all is well. However, as with all early and 'traditional' sales persuasion techniques and methodologies, the purpose of 'influence' is in the hands of the 'influencer' (or seller), and this purpose (product or service) may or may not be in the best interests of the ______.

customer

So, even though there are many sales methods, the choices are narrowed as you think about your market and what their needs are, as well as what their expectations may be.Below there are tips that are beneficial in almost any market.These tips are basic guidelines that any sales person can benefit from.C4_SELLING TECHNIQUES AND SKILLS by Eugenia Papaioannou, Vocational Training Organisation EPICENT‘E S.A., Greece ‘EPICENTRE’ S.A., Greece Page 27 Focus on your prospect or client's ______: You may decide to sell your prospect your top-of-the-line model gadget when they really only need the mid-line model.

needs

By selling them more than they need, you may jeopardize future relations with them.Once they realise (and they will eventually) that they don't need what you have sold them, they'll feel bitter and resentful towards you for wasting their money and not looking out for their best ______.

interest

They'll see you as a "salesperson" and not as a ______.

resource

Listen to the emotional side of your prospect or client: Emotions are present at almost everything we do even if we don't realise it.Your client may mention that they are facing tough competition or they cannot meet deadlines for a major ______.

project

Make a note of this and see if there is anything you can do to assist them.You may have another client who faced a similar challenge and found a good ______.

solution

Make those connections and help wherever you can.You'll be rewarded with loyalty from all of your ______.

clients

The choices are narrowed as you think about your market and what their ______ are, as well as what their expectations may be.Below there are tips that are beneficial in almost any market.These tips are basic guidelines that any sales person can benefit from.

needs

You may decide to sell your prospect your top-of-the-line model gadget when they really only need the ______ model.

mid-line

By selling them more than they need, you may jeopardize future relations with them.Once they realise (and they will eventually) that they don't need what you have sold them, they'll feel bitter and resentful towards you for wasting their money and not looking out for their best ______.

interest

They'll see you as a "salesperson" and not as a ______.

resource

Use 'Can you tell me about how...' if you are questioning a senior-level contact generally the more senior the contact, the bigger the open ______ you can ask, and the more comfortable the other person will be and able to give you the information you need.

questions

Use '______?' to read between the lines and find out reasons and motives beneath the initial answers given, but be very careful and sparing in using 'why' because the word 'why?' is threatening to most people - it causes the other person to feel they have to defend or justify themselves, and it might not reveal the true situation and feelings, especially in early discussions with people when trust and rapport is at a low level.

Why

Use closed questions to qualify and confirm your ______.

interpretation

Listen carefully and empathically, maintain good eye-contact, understand, and show that you understand - especially understand what is meant and felt, not just what is said, particularly when it is about motives and personal aspects.

listen

Interpret and reflect back and confirm you have understood what is being explained, and if applicable express the feelings behind it.

understand

Use 'Can you tell me about how...' if you are questioning a senior-level contact generally the more senior the contact, the bigger the open questions you can ask, and the more comfortable the other person will be and able to give you the information you need.

empathically

Learn about effective questioning techniques for senior-level contacts, including using open-ended questions with 'What...' and 'How...' to provoke thinking, and using 'Why?' to uncover reasons and motives. Master the art of asking questions to gather information comfortably and efficiently.

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