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Sales > NEPQ > Flashcards

NEPQ Flashcards

1
Q

To attract potential customers like a magnet, you don’t…

A

…tell people what you do, but how what you do helps other people.

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2
Q

What are the three parts a great personalized intro consists of?

A

• The Problem
• The Solution
• The Question

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3
Q

How do you structure the first part of the personalized introduction?

A

Part 1: The Problem
Start your phrase with “You know how…” then add 2-3 of the biggest generic problems that your prospect can identify with.
Example: You know how a lot of men have very little success with women because they are too anxious to approach?

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4
Q

What three things do you always need to discover in the sales process?

A

• The prospects problems
• What’s causing the problems
• How those problems are affecting them

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5
Q

How do you structure the second part of the personalized introduction?

A

Part 2: The solution
• Demonstrate how what you do helps people solve their challenges
• Use very simple language
• Don’t go overboard, be somewhat generic
Example: “Well what I do is, I help people like that by…”

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6
Q

How do you structure the third part of the personalized introduction?

A

Part 3: The Question
• Ask a question that turns the focus back onto the prospect to explore and uncover what their problems are and if you can help them
Example: “I’m curious, how do you currently meet women yourself?”

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7
Q

The personalized intro is not meant to sell, but…

A

…to get the prospect to engage in a conversation to see if you can help.

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8
Q

How do you get your potential customers to feel like they can trust you?

A

• Let go of your attachment to making the sale
• Focus on wether there is a sale to be made in the first place
• Exclusively focus on their needs and issues

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9
Q

What’s a powerful question to ask a prospect that responded to an ad or a post? Why is it powerful?

A

• What was it about the ad that attracted your attention?
• It’s so powerful because they are telling themselves the answer as well, which starts to get them to persuade themselves to consider your solution.

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10
Q

What are connecting questions?

A

Connecting questions are questions that make it easy to put the focus on your prospect and establish trust. They eliminate anxiety instantaneously.

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11
Q

Name three examples for connecting questions.

A

• Have you found what you’re looking for?
• What attracted your attention?
• Do you know what you’re looking for?

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12
Q

What is the Problem Statement and what is it part of?

A

The problem statement identifies general problems that most people are aware of and can relate to for your industry. It’s part of the personal introduction.

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13
Q

No Trust =

A

No Sales

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14
Q

What are the 5 stages of selling?

A
  1. Connecting Stage
  2. Engagement Stage
  3. Transitional Stage
  4. Presentation Stage
  5. Commitment Stage
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15
Q

What are the 5 types of questions of the Engagement Stage?

A
  1. Situation Questions
  2. Problem Awareness Questions
  3. Solution Questions
  4. Consequence Questions
  5. Qualifying Questions
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16
Q

What are the 5 things that happen during the Engagement Stage?

A
  1. You start building trust
  2. You’ll learn exactly what your potential customer is looking for
  3. You’ll help your potential customer think about their problems or wants, to help them persuade themselves to want to make a change by using your product or service
  4. You’ll find out what emotions they’re feeling and their “why” for looking for a solution
  5. You’ll find out if you can help them by qualifying them
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17
Q

Selling is the art…

A

…of finding and solving problems by asking skilled questions and listening for the answers.

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18
Q

What are the three characteristics of Problem Awareness Questions?

A
  1. They are based on the answers to your situation questions
  2. They isolate the problems and define the potential clients needs
  3. They help the potential client “fill out the picture”
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19
Q

What’s one of the most common mistakes when asking Problem Awareness Questions?

A

Letting your own reality, background and beliefs lead to you reinterpreting what they are saying to you. Instead, you should let the potential client tell you what their situation and their pain is in detail.

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20
Q

While the potential client is telling you their story, what should you be doing?

A

Taking detailed notes

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21
Q

Instead of making statements…

A

…compose your statements into questions.

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22
Q

How do you make suggestions by asking questions?

A

Use the following questions and integrate the statement you want to make:
1. What if…?
2. What do you think about…?
3. Do you think…?
4. If you could…?

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23
Q

Why do you ask questions to uncover & explore what a prospect knows about a subject first before offering a solution?

A

If you tell the prospect the solution right away, they are detached from the process of solving their problem. Involve the prospect in the process of finding a solution. This is far more persuasive because it gets them to internalize their problem.

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24
Q

Name three examples of Probing Questions.

A
  1. Has that had an impact on you? …In what way though?
  2. What bothers you the most about this?
  3. How tough a position did that put you in?
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25
Q

What are Probing Questions?

A

Probing Questions are a specific kind of problem awareness questions meant to clarify an issue further.

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26
Q

What is the tonality you have to have during Probing Questions?

A

Calm, conversational, relaxed.

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27
Q

What’s great about Probing Questions and super-important by this stage in the selling process?

A

These questions don’t intrude on the prospects privacy.

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28
Q

How do you word the following sentence in a neutral way?
“So Mary, just so I can see the rationale behind why you ______ looking for a change…”

A

might be

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29
Q

What will always determine wether a prospect will purchase from you?

A

The prospect’s feelings.

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30
Q

How do you help your potential client find a solution?

A

By asking questions.

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31
Q

Name 7 examples for problem awareness questions.

A
  1. [Name], I sense you might be frustrated by that. Is that right?
  2. [Name], what type of impact has that had on you? … Well, In what way though?
  3. What’s bothering you the most about this?
  4. Why is that so important to you now though?
  5. [Name], I sense this means something to you.
  6. Has that put you in a… [pause] …tougher position? … Well in what way though?
  7. How does that affect you?
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32
Q

How do you use your knowledge to become a top performer in sales?

A

You DON’T simply tell your prospect what you know. Instead, you use your knowledge to ask skilled questions.

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33
Q

Selling is not…

A

…telling! It’s asking skilled questions.

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34
Q

Name three solution awareness questions about the past / a hypothetical situation.

A
  1. Have you attempted to change your situation?
  2. What have you done about changing this, if anything?
  3. What would you do if you could [change your situation]?
35
Q

What is the solution awareness question you can use to find out if the prospect has been actively looking for a solution?

A

Have you been out there looking for anything that would give you what you’re wanting?

36
Q

(Dating Coaching) What solution awareness question can you ask if a prospect tells you that his girlfriend left him and this gave him a deep fear of being left again?

A

[Name], what have you done in the past about getting better at building and maintaining attraction with women so that you’re better prepared for a relationship?

37
Q

The deeper you go beyond the surface when asking your prospect questions…

A

…the more they will persuade themselves they need to make a change in their situation.

38
Q

When you ask a prospect what they have done to change their situation in the past, what questions should follow?

A
  1. How did you get involved with that company / product?
  2. What worked? What didn’t work?
  3. What would you have changed if you could have?
  4. What criteria would you use if you wanted to make a decision to work with somebody else?
39
Q

What is the purpose of the engagement stage? Why do you ask detailed solution awareness questions in particular?

A

By getting the exact picture of their situation and finding out what worked / didn’t work for them, what criteria they have and what their problem is, you know which of the Benefits, Features and Advantages of your product solve the problems they just told you they have. This allows you to focus on these Benefits, Features and Advantages in the Presentation Stage.

40
Q

What should you always do when you ask solution awareness questions?

A

Give your prospect time to think. NEVER jump in and answer the question for them - this is extremely rude and doesn’t allow the prospect to participate and come to their own conclusions.

41
Q

What should you focus on during a sales call?

A

Focus on helping them, not selling them. Help them find out their problems and identify if there is a sale to be made.

42
Q

Name three questions you can ask to probe deeper instead of just moving on to the next question.

A
  1. Why is that?
  2. Why is that so important to you?
  3. Why now though?
43
Q

Which 5 things will happen if you go below the surface with a prospect and pull up emotions they are feeling about the subject?

A
  1. They will persuade themselves to want to change their situation.
  2. They will feel your intent.
  3. They will bond with you.
  4. They will start viewing you as the trusted authority.
  5. They will therefore want to make the change with you.
44
Q

Name 6 solution-awareness questions that are phrased towards the future.

A
  1. What is it that you’re looking for?
  2. How many or how much do you want?
  3. When is the product or service going to be used?
  4. How long or how often is the product or service going to be used?
  5. Who is involved on your side?
  6. Where is the product or service going to be delivered or actually used?
45
Q

What do you need to help many prospects with?

A

You need to help them make a decision.

46
Q

What are Pretend Questions?

A

During the engagement stage, you can interject Pretend Questions to get your potential customer to make smaller decisions to move them forward in the buying process.

47
Q

What is the benefit of Pretend Questions?

A

They take sales pressure of the potential customers.

48
Q

What is a Pretend Question that evokes positive emotions about making a change?

A

How do you see your life being different than it is right now?

49
Q

What combination of Pretend Question & Probing Question can you ask to intensify positive emotions about making a change? (Use when prospect told you they want to make a change)

A
  1. How would it be different for you by making that change?
    -> Answer
  2. How would that make you feel though?
50
Q

What are the three rules of Pretend Questions?

A
  1. Use conditional language
  2. Don’t interject yourself, focus on them
  3. Use calm, relaxed and conversational tonality
51
Q

Name a Pretend Question about a point in time for the sale.

A

[Name], if you were to go ahead with […], when would you do that?

52
Q

Name a Pretend Question about where the prospect will buy.

A

[Name], if you were to go ahead with this, where would you…?

53
Q

Name a Pretend Question about the criteria the prospect has.

A

[Name], if you were to go ahead with this, what kind of [insert the broad category of your solution] would you… [prefer / be looking at / want to]… [utilize to get outcome]?

54
Q

First you see…

A

…then you sell.
1. See their present situation.
2. See their problems.
3. See the cause of the problem.
4. See past attempts to solve the issue.

55
Q

What do you need to find out before answering a prospects questions?

A

What these questions mean.

56
Q

Name 4 reasons to use solution awareness questions.

A
  1. The prospect will tell you what they see as the benefits and advantages of solving their problem.
  2. You will get an understanding of how your prospect thinks and what they are prepared to do.
  3. Their ideas become part of the solution as they start to own their problems and they tell you how the changes would make them feel
  4. They’ll attach their emotions to the outcome of their own solving of the problem together with you
57
Q

What kind of questions is this:
How do you see this working for you in your dating life, [Name]?

A

Solution awareness question

58
Q

What is a qualifying question you can ask at the beginning of the conversation?

A

So [Name], so if you were able to find something that could give you what you’re looking for, what type of funding would you have to put into it?

59
Q

Name 8 qualifying questions you can ask in the middle of the conversation.
Here are the words they start with:
1. Why
2. How
3. Is
4. How
5. How
6, What
7. Well
8. How

A
  1. Why is that so important to you now though?
  2. How would that make you feel, to be able to do that?
  3. Is this important for you to change your situation?
  4. How important is it for you to solve those problems?
  5. How do you see this being benefitial to your [situation]?
  6. What are some ways this could help you in your opinion?
  7. Well if you could, what would it do for you personally?
  8. How important is this for you?
60
Q
  1. How should you never start a qualifying question?
  2. Why?
  3. How do you phrase it in a more neutral way?
A

“If I could show you how to do that”
2. It puts the focus on you. Now you have convince the prospect. This will create sales resistance and put you in a bad spot.
3. “If there was a way I could show you how to [get the outcome prospect is looking for], would you be interested in that?

61
Q

What’s a question you can ask when a prospect has a specific question about your offer to make sure you are answering in a way that’s beneficial to the sale?

A

I’m curious, [Name], did you ask me that for a reason?

62
Q
  1. What are two powerful consequence questions you can ask towards the end of the engagement stage?
  2. What is a qualifying question you can combine with these?
A

1.a What are you going to do if nothing changes and you keep getting the same results [with your current method] for the next 6 months or even the whole next year??

1.b What if you don’t do anything about this though and you keep getting the same results for the next 3-6 months or even a whole year?

  1. Are you willing to settle for that?
63
Q

Why should you downplay the problems effect on the potential customer when incorporating them in a new question?

A

Certain personality types don’t want to look weak in front of other people. By downplaying you prevent them from resisting your wording.

64
Q

What are some examples for how to downplay the effect of the problem on the prospect?

A
  1. A little bit of stress
  2. A little bit frustrated sometimes
  3. A little bit worried
  4. A little bit of anxiety
65
Q

How do you the transition into the presentation?

A

Based on what you’ve told me, what we’re doing will definitely work for you, because you know how you said [goal] and right now [problem] because of that it’s making you feel [pain]?
Well what we do exactly is we help our clients by [brief explanation of method and the focus on features of product that solve the potential clients specific problems].

66
Q

How much of the sale is presenting?

A

10%

67
Q

What are the steps of the Transitional Stage & Presentation Stage?

A
  1. Briefly summarize the main logical and emotional problems they are having
  2. Briefly explain what you do
  3. Go over your solution with its features and benefits that will solve their problem
  4. Ask a qualifying question
68
Q

What are objections really?

A

Concerns

69
Q

What’s the purpose of the Suppose Question? What stage is it part of?

A

The suppose questions uncovers other concerns the potential customer may have.
It’s part of the presentation stage.

70
Q

Say the suppose question out loud.

A

Let’s suppose we were able to resolve that issue with you. I know it’s not resolved right now, but let’s just pretend we could… are there any other issues you might have that you want to see resolved?

71
Q

What are the three steps of handling objections that you can’t meet?

A
  1. Repeat what your prospect wants by starting of with:
    “Let me make sure I understand what you want.”
  2. Explain what their objection or interest would mean for your business: “Give me a second while I put this into your perspective…”
  3. Turn down the request by starting of with:
    “I want you to know why that’s further than I could actually go” and then explaining why it’s not possible.
72
Q

What two questions can you ask after handling a demand that you can’t meet?

A
  1. Would you like to go over what I think would work for you with me?
  2. I might have a possible solution for this, would you like to go over that with me?
73
Q
  1. What type of questions can you ask after a concern your prospect has in the presentation stage?
  2. Name an example.
A
  1. Solution-awareness questions
  2. How do you see yourself being able to resolve your concern?
74
Q
  1. What type of questions can you ask after discussing a prospects concerns?
  2. What is their purpose?
A
  1. Diffusing questions
  2. They will get the prospect to resolve the concern themselves.
75
Q

Name 4 diffusing questions.

A
  1. Let’s suppose that it wasn’t what you thought it was. Let’s suppose… [alternative view]
  2. Suppose you could… [alternative view]
  3. What if we could… [alternative view]
  4. What if you could… [alternative view]
76
Q

Name 6 questions you can ask to check for agreement at the end of the presentation stage, to make sure the prospect overcomes all of their own objections.

A
  1. Would you be comfortable with that?
  2. How does that look for you so far?
  3. Would that work for you?
  4. Would that be appropriate?
  5. Would this help you?
  6. Is there anything else you would like to address with me at this point?
77
Q

What question do you have to ask after resolving your prospects first concern?

A

Is there anything else you would like to address with me at this point?

78
Q

How do you overcome this objection:
“I like your product but I can’t afford it.”

A

If you did have the money, would this be something that would work for you?

-> Prospect: “Yes but I just don’t have the money.”

Why do you feel it would work for you though?

-> Prospect: “We like (aspect)… we just don’t have the money.”

I can appreciate that money might be an issue for you. How do you think you can resolve that where you can find the money, so that you can… (plug in what they said they wanted)

-> Prospect finds a way to finance the product
-> Prospect can’t come up with a way

What other avenues do you have to be able to find the funding?

79
Q

How do you handle the money objection for a home security product?

A

What other avenues do you have to find the funding to protect your home and family? (plug in what they wanted)

80
Q

How do you handle the money objection for a health coaching product?

A

What other avenues do you have to find the funding to join the program so you can get your health back for your and your family? (plug in what they wanted)

81
Q

Name a committing question for dating coaching services.

A

[Name], do you feel like this is something you can do to get you where you’re wanting to go in your dating life?

-> Yes

Probing question to bring up more emotion:
Why though?

82
Q

Name the second committing question after you got a positive response for the initial commitment question.

A

Alright, [Name], so in order for us to do this for you, would it be appropriate for us to get out our calendars and schedule the next steps?

83
Q

What three things should you be cautious of in the commitment stage?

A
  1. The words you use
  2. Not rushing the subject
  3. Not pushing your solution
84
Q

What do you write a prospect that is ghosting you?

A

Hey [Name], tried to reach you a few times but didn’t hear back…

Where should we go from here?

Sales (4 decks)

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