PSS

Question 1

What is the Goal of an opening?

Answer 1

Agree on what will be covered

Question 2

When do you open?

Answer 2

When you and the customer are ready to conduct business

Question 3

How do you open? (3)

Answer 3

Propose an agenda
State the value to the customer
check for acceptance

Question 4

What is the goal of probing?

Answer 4

To build a clear, complete, mutual understanding of the customer’s needs

Question 5

When do you probe?

Answer 5

When you want to elicit info from the customer

Question 6

How do you probe?

Answer 6

By using open and closed probes until you have a clear a complete understanding of the customer’s needs

Question 7

What is the goal of supporting?

Answer 7

To help a customer understand specifically how you can satisfy a need

Question 8

When do you support? (3)

Answer 8

The customer has expressed a need

You both clearly understand the need

You know how the product will address the need

Question 9

How do you support? (3)

Answer 9

Acknowledge the need
Describe relevant features and benefits
Check for acceptance

Question 10

How do you close? (3)

Answer 10

Sum it up
Propose next steps for you and applicant
Check for acceptance

Question 11

When do you have to overcome customer indifference?

Answer 11

When the customer expresses satisfaction with their circumstances

Question 12

How do you overcome customer indifference? (4)

Answer 12

Acknowledge the customer’s point of view
Requests permission to probe
Probe to create customer awareness of needs
Explore the customer’s circumstances for:
Opportunities
Effects
Confirm the existence of a need

Question 13

What is skepticism?

Answer 13

Doubts a feature/benefit you’ve described

Question 14

First step to overcoming skepticism?

Answer 14

Probe to understand the concern

Question 15

When do you start to resolve skepticism?

Answer 15

When it’s clear the customer doubts a feature/benefit you’ve described

Question 16

How do you resolve skepticism? (3)

Answer 16

Acknowledge the concern
Offer relevant proof
Check for acceptance

Question 17

What is a misunderstanding?

Answer 17

The customer think you can’t provide the feature/benefit that you can provide

Question 18

What is the first step to resolving a misunderstanding?

Answer 18

Probe the concern

Question 19

When do you need to resolve a misunderstanding?

Answer 19

When it’s clear the customer thinks you can’t provide a feature/benefit that you can provide

Question 20

How do you resolve a misunderstanding? (3)

Answer 20

Acknowledge the need
Describe relevant features and benefits
Check for acceptance

Question 21

What is a drawback?

Answer 21

When the customer is dissatisfied with the absence of a feature/benefit

Question 22

What is the first step to resolving a drawback?

Answer 22

Probe to understand the concern

Question 23

When do you need to resolve a drawback?

Answer 23

When it’s clear the customer is dissatisfied with the absence of a feature/benefit

Question 24

How do you resolve a Drawback? (4)

Answer 24

Acknowledge the concern
Refocus on bigger picture
Outweigh drawback with previously stated benefits
Check for acceptance