Questioning Cheat Sheet Flashcards
(111 cards)
1
Q
When making a cold call:
Would it be OK to take 30 seconds
A
Would it be OK to take 30 seconds to tell you why I called, and then you can decide whether it makes sense to continue? Are you comfortable with that?
2
Q
When making a cold call:
What have I said so
A
What have I said so far that sounded interesting?
3
Q
When making a cold call:
Other than you
A
Other than you, who should I speak to?
4
Q
When making a cold call:
I’m gonna give myself a note…
What should I do?
A
I’m gonna give myself a note to call you again in {time}. Is that OK?
{answer}
What should I do if I can’t get ahold of you at that time?
5
Q
When making a cold call:
This is a cold call.
A
This is a cold call. Shall I hang up first or you?
6
Q
For building rapport:
Thanks for inviting me over today. Since we spoke
A
Thanks for making some time with me today. Since we spoke last, has anything changed?
7
Q
For building rapport:
Do we still have 30 minutes
A
Do we still have 30 minutes to try to understand whether or not we might be a good fit?
8
Q
For building rapport:
Will you be comfortable with me asking you lots of questions about
A
Will you be comfortable with me asking you a few questions about your sales funnel? You can ask me anything too of course. Is that fair?
9
Q
For building rapport:
Help me to see the world through your eyes.
A
Help me to see the world through your eyes. What key things can you tell me about your business to help me get a better feel for it?
10
Q
For building rapport:
When we get to the end of the meeting, if we’re both happy to move on to the next, stage let’s agree to
A
When we get to the end of the meeting, if we’re both happy to move on to the next, stage let’s agree to scope it out and set a date on our calendars. Then we can be sure and stay on target. Does that sound fair?
11
Q
To start the ball rolling:
So why have you agreed to a meeting today
A
So why have you agreed to a meeting today and how are you hoping I might be able to help you?
12
Q
To start the ball rolling:
Most of our new clients tell us that they’ve never bought this kind of thing before.
A
Most of our new clients tell us that they’ve never bought this kind of thing before. Would it make sense for me to tell you a little bit about our organization and how we do things, and then you can tell me about yours? Are you comfortable with that?
13
Q
To start the ball rolling:
When we spoke you mentioned that {blank} is an issue for you.
A
When we spoke you mentioned that {blank} is an issue for you. How long have you been thinking about dealing with that?
14
Q
To start the ball rolling:
Most of our time is spent helping businesses like yours.
A
Most of our time is spent helping businesses like yours. Can you tell me a little bit about how you go about dealing with {blank} at the moment?
15
Q
To start the ball rolling:
Would it make sense to start by telling me the single thing
A
Would it make sense to start by telling me the single thing that gives you the most concern about {blank} right now?
16
Q
Near the beginning:
What were you hoping
A
What were you hoping that I could do for you?
17
Q
Near the beginning:
When did you first decide
A
When did you first decide that you should look into {blank}?
18
Q
Near the beginning:
If you would imagine just one or two key things that you didn’t like
A
If you would imagine just one or two key things that you didn’t like about your current solution or provider, what would they be?
19
Q
Near the beginning:
How would you rate things with {blank}
A
How would you rate things with {blank} at the moment: From 1 - disaster to 10 - perfect?
{they answer}
OK why?
20
Q
Near the beginning:
If I didn’t think that I could help you
A
If I didn’t think that I could help you would you be OK if I told you so? And will you be OK extending the same courtesy to me if you ever feel that I’m not the right fit for your needs?
21
Q
Understanding the pain:
How serious would you say
A
How serious would you say the problem is today?
22
Q
Understanding the pain:
What’s the real, real,
A
What’s the real, real, real problem?
23
Q
Understanding the pain:
Have you ever considered giving up
A
Have you ever considered giving up on solving this issue?
24
Q
Understanding the pain:
If the situation didn’t improve or even got worse,
A
If the situation didn’t improve or even got worse, how concerned do you imagine you or the business would be?
25
Understanding the pain:
| What do you think this issue has cost
What do you think this issue has cost the business over, say, the last 6 months?
26
To test understanding and a dig deeper:
| I don't suppose you could
I don't suppose you could give me a good example, could you?
27
To test understanding and a dig deeper:
| Just tell me a little bit
Just tell me a little bit more about it, can you?
28
To test understanding and a dig deeper:
| What do others in the office
What do others in the office say about this issue?
29
To test understanding and a dig deeper:
| What surprises or upsets
What surprises or upsets you most about this issue?
30
To test understanding and a dig deeper:
| Would it be fair to say that this issue
Would it be fair to say that this issue is very difficult to objectively measure?
31
Near the middle of the sale:
| Where do you see
Where do you see the biggest need for improvement?
32
Near the middle of the sale:
| I don't suppose you've given much thought
I don't suppose you've given much thought to what performance standards you'll be using to measure success in this issue have you?
33
Near the middle of the sale:
| What few things do you imagine would prevent
What few things do you imagine would prevent you from improving your current issue?
34
Near the middle of the sale:
| What thought have you given to actually implementing
What thought have you given to actually implementing a different solution?
35
Near the middle of the sale:
| Let me take a moment to summarize what I think
Let me take a moment to summarize what I think I've heard so far and you can tell me if I'm on the right page. Does that sound fair?
36
When trying to understand the budget:
| Typically, when we get to this stage our clients
Typically, when we get to this stage our clients tell us that they have no money in the budget for this kind of stuff. Am I right in assuming that this is the situation here too?
37
When trying to understand the budget:
| I don't suppose you've given any thought to what it might take
I don't suppose you've given any thought to what it might take in terms of investment to get this fixed for you, right?
38
When trying to understand the budget:
| Think of hotels - are you imagining a 3-star, 4-star, or 5-star budget
Think of hotels - are you imagining a 3-star, 4-star, or 5-star budget to get this fixed?
{answer}
And that means what in terms of a range of price points?
39
When trying to understand the budget:
| Where do you imagine the money for this
Where do you imagine the money for this kind of investment will come from and whose money is it?
40
When trying to understand the budget:
| Who controls the budget for this kind of issue,
Who controls the budget for this kind of issue, and shouldn't that person be involved in this process also?
41
When you're trying to understand who else should be involved:
In my house there are some decisions that are mine, and
In my house there are some decisions that are mine, and some that are ours, if you get my drift. How would you describe this decision for me?
42
When you're trying to understand who else should be involved:
When a company such as yours usually buys this kind of stuff
When a company such as yours usually buys this kind of stuff for this kind of money, involving this sort of issue, or these many people, who has the final say?
43
When you're trying to understand who else should be involved:
Who authorizes these kinds of decisions around
Who authorizes these kinds of decisions around here and how long does it usually take? Is it like trying to get an octopus into a string bag?
44
When you're trying to understand who else should be involved:
I don't suppose you have any idea who else
I don't suppose you have any idea who else we should talk to about this, before I go away and spend my time and resources in putting a proposal together do you?
45
When you're trying to understand who else should be involved:
Tell me how to make sure that everyone that needs to
Tell me how to make sure that everyone that needs to see this or comment feels that they've had a chance to be heard. What should I do?
46
When you're trying to understand the time scales:
| What time frame are you
What time frame are you working towards?
{answer}
Why so soon?
47
When you're trying to understand the time scales:
| Have you seen an increase in these types of issues
Have you seen an increase in these types of issues over the last few months?
{answer}
Help me to understand if things are getting worse, and if so, how quickly?
48
When you're trying to understand the time scales:
| If I said that we couldn't possibly deliver
If I said that we couldn't possibly deliver this before {blank}, what do you think you'd do?
49
When you're trying to understand the time scales:
| What's more important cost or
What's more important cost or speed?
{answer}
How about quality or speed?
50
When you're trying to understand the time scales:
| When, in terms of a date would you like to start
When, in terms of a date would you like to start to see or feel the benefits of implementing this new solution?
51
When you want to get back on track when the sales interview was wandering:
Can you tell me again
Can you tell me again about {blank}?
52
When you want to get back on track when the sales interview was wandering:
What does your boss
What does your boss think about this situation?
53
When you want to get back on track when the sales interview was wandering:
To be sure to get all of your agenda items
To be sure to get all of your agenda items on the table, what's the next thing that's concerning you most?
54
When you want to get back on track when the sales interview was wandering:
Looking at the time we agreed
Looking at the time we agreed upon for this meeting, what should we discuss next?
55
When you want to get back on track when the sales interview was wandering:
I bet you can't guess what surprised me
I bet you can't guess what surprised me most about what you said earlier - what do you think it is?
56
Near the end of the sale:
| Of all the things we've discussed
Of all the things we've discussed so far, what am I missing? What have we left out?
57
Near the end of the sale:
| So far in our discussion,
So far in our discussion, what one thing has most surprised you?
58
Near the end of the sale:
| Why, and under what circumstances,
Why, and under what circumstances, would you consider giving us the opportunity to address these issues for you?
59
Near the end of the sale:
| What would you say if I thought
What would you say if I thought you could be doing things better?
60
Near the end of the sale:
| Let's pretend that you are also planning
Let's pretend that you are also planning to discuss this issue with some other suppliers. Who would you call? Why?
61
To figure out if an existing account is at threat:
| Looking back over the last 6 months
Looking back over the last 6 months - off the record - what is the worst thing that we did that made you want to throw us out of here?
62
To figure out if an existing account is at threat:
| I'm sure over the last year
I'm sure over the last year we haven't been perfect - when did we come closest to you canning us?
63
To figure out if an existing account is at threat:
| Can you take a moment to tell me the good
Can you take a moment to tell me the good the bad and the ugly of last year in terms of your satisfaction with us?
64
To figure out if an existing account is at threat:
| Tell me, what's the one thing we can do
Tell me, what's the one thing we can do better for you next year to make your job easier?
65
To figure out if an existing account is at threat:
| Let's be straight with one another. You've given us business
Let's be straight with one another. You've given us business over the last year. Was it worth it?
{answer}
where did we let you down?
66
Strategic questions for senior executives:
| Let's pretend that these issues were somehow magically
Let's pretend that these issues were somehow magically solved right now, today; from your perspective alone, how much better would the next one, three, and five years look?
67
Strategic questions for senior executives:
| Do you think this is mainly a strategy,
Do you think this is mainly a strategy, structure, systems, or sales issue?
68
Strategic questions for senior executives:
| How much would you guess the problem has cost your business in terms of money,
How much would you guess the problem has cost your business in terms of money, profit, time, resources, energy, people, meetings, consultants, and so on over the last {three} years?
69
Strategic questions for senior executives:
| How critical is it to fix this
How critical is it to fix this thing? And how would you rate its importance?
70
Strategic questions for senior executives:
| When you look back five years, did you expect to be
When you look back five years, did you expect to be ahead of where you are today? If so, how far ahead in which specific ways?
71
For meetings involving groups:
| Which have you called or arranged the meeting
Which have you called or arranged the meeting for us all today? Would it make sense for you to start by sharing what you might like us to address, think about, or discuss most today?
72
For meetings involving groups:
| What's the one key issue that the group
What's the one key issue that the group all believes needs addressing first?
73
For meetings involving groups:
| Typically when groups are involved in decisions such as this
Typically when groups are involved in decisions such as this it's sometimes difficult to reach a timely consensus. I'm curious, and I hope you don't mind me asking: who's really in charge or has the casting vote?
74
For meetings involving groups:
| Is the decision going to be determined by a vote, or if not,
Is the decision going to be determined by a vote, or if not, what other method will you use to decide who gets assigned this project?
75
For meetings involving groups:
| It's hard to present to a group. Can I ask who's
It's hard to present to a group. Can I ask who's really making this decision today? I'll try to keep taking that individual's temperature most. Is that fair?
76
When presenting your solution:
| Before we continue, can we agree what the next
Before we continue, can we agree what the next step would be if you like what you see? And by "like" I mean a solution that addresses all of the main points we've discussed.
77
When presenting your solution:
| How would you feel if I could show you
How would you feel if I could show you a really perfect fix for this problem today?
78
When presenting your solution:
| Before I show you our {blank}, let's take a few
Before I show you our {blank}, let's take a few moments to recap everything that you've said so far. Is that fair?
79
When presenting your solution:
| I don't suppose you've imagined what
I don't suppose you've imagined what you'd like to see from me today, right?
80
When presenting your solution:
| Is what you've seen close
Is what you've seen close to what you had hoped I might show you?
81
If the buyer wants to think it over:
| That's totally understandable. Most of our customers need
That's totally understandable. Most of our customers need time to think it through. Could it be that you're worried about the cost, the implementation program, or not being too sure about what you've heard from us?
82
If the buyer wants to think it over:
| Hmm… if I believed you're making
Hmm… if I believed you're making the wrong decision, how might I tell you that without you getting upset?
83
If the buyer wants to think it over:
| Most of the time I hear, "Let me think about it,"
Most of the time I hear, "Let me think about it," what I'm really hearing is, "no thanks." Can you tell me - is that what's happening here today?
84
If the buyer wants to think it over:
| Ok, well that makes sense. I think I'd be saying the same
Ok, well that makes sense. I think I'd be saying the same to you about now. What should we do next so that I properly understand when and if I should just close the file and move on?
85
If the buyer wants to think it over:
| Makes sense. Tell me, if I don't hear
Makes sense. Tell me, if I don't hear back from you by {blank} what should I do?
86
When you feel the buyer is shopping your price/expertise:
| Are you looking for the cheapest
Are you looking for the cheapest price or the cheapest cost to get the problem fixed?
87
When you feel the buyer is shopping your price/expertise:
| Are you likely to choose the lowest
Are you likely to choose the lowest cost provider in this instance?
88
When you feel the buyer is shopping your price/expertise:
| If you could only have two,
If you could only have two, are you looking for a good, fast, or cheap solution?
89
When you feel the buyer is shopping your price/expertise:
| I don't suppose you could share with me
I don't suppose you could share with me what prices you've had from others so far, could you?
90
When you feel the buyer is shopping your price/expertise:
| If we can't get to within say 15% of your target price,
If we can't get to within say 15% of your target price, what will you do next?
{answer}
What is your target price and where did it come from?
91
When the buyer gives you the "go ahead" (or order):
| What do you imagine your bosses
What do you imagine your bosses might say when you tell them you've recommended us for the project?
92
When the buyer gives you the "go ahead" (or order):
| How do you feel about giving
How do you feel about giving us the order, are you nervous about it at all?
93
When the buyer gives you the "go ahead" (or order):
| What was the single best
What was the single best thing that swung it for us?
94
When the buyer gives you the "go ahead" (or order):
| What do you imagine your biggest three
What do you imagine your biggest three internal barriers to implementation might be?
95
When the buyer gives you the "go ahead" (or order):
| When would be the best time to meet
When would be the best time to meet to talk about the next similar issue on your radar?
96
When you think it's a "no":
| I get it, it's over, let's call off
I get it, it's over, let's call off the dogs. Just before I go, where did I go wrong?
97
When you think it's a "no":
| I'm getting the feeling
I'm getting the feeling that it's all over. Am I right?
98
When you think it's a "no":
| Sounds to me that no matter what I said or whatever
Sounds to me that no matter what I said or whatever our solution could do for you it still wouldn't make any difference. Am I right?
99
When you think it's a "no":
| I'm getting the impression that you're going to either choose another supplier, or
I'm getting the impression that you're going to either choose another supplier, or do nothing at this time. No hard feelings, such is life. What is the one thing you wanted to see that we couldn't do for you?
100
When you think it's a "no":
| Thanks for telling me "no." I really appreciate
Thanks for telling me "no." I really appreciate the honesty. When would be best for us to talk again?
101
For any and all selling situations:
| Does that mean that you're not
Does that mean that you're not open to new ideas?
102
For any and all selling situations:
| What do you like best about your current or
What do you like best about your current or past supplier?
103
For any and all selling situations:
| Why is it that what you already have
Why is it that what you already have is not doing the job properly?
104
For any and all selling situations:
| What do you wish you had known
What do you wish you had known about this issue 6 months ago?
105
For any and all selling situations:
| What's your family say you should do about
What's your family say you should do about all this when you mention it to them over dinner?
106
For any and all selling situations:
| Good question why
Good question why do you ask?
107
Questions to ask yourself:
| What am I my most grateful
What am I my most grateful for today?
108
Questions to ask yourself:
| What's my biggest single goal
What's my biggest single goal for the next 24 hours?
109
Questions to ask yourself:
| What did I learn yesterday
What did I learn yesterday that can help me most?
110
Questions to ask yourself:
| What one habit am I working
What one habit am I working on strengthening to help me best succeed?
111
Questions to ask yourself:
| What's the one single belief
What's the one single belief I'm going to laser-focus on today?
