  Powerful tools for internal sales, service |
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(In your custom version, your company name
and logo replace the graphics above)
20 SalesQuestions Back to website (DEMO VERSION) The right words at the right time! To learn more about how the program works, click on the introduction, otherwise just jump in and try it out! The categories are listed left to right in the order likely to be used in a call. Under each category heading are typical issues or questions likely to come up at that stage of the conversation. But you can move to ANY item as the need and the conversation dictate. Try starting with First Contact. [Introduction] (Details about the program) (Start with
First
Contact, then click to other links as needed. Categories are listed
at the top and also at the right.)
(INBOUND) Hello, and thank you for calling [company
name]. My
name is __________ and I promise to take good care of
you.
(OUTBOUND) My
name is…..with 20 SalesQuestions…we market the
20 SalesQuestions web-based customer service tool.
Is it OK if we chat a
minute or so? I
have been reading about your company and I thought we might
have some things to offer each other. Since you are in the
sales business, I'm wondering what kinds of tools your sales
and customer service people use to help customers. I'm
pretty sure our product would help your reps respond to
inquiries more professionally and credibly. Would you mind if
I ask you a few questions to see if we would be a good fit?
Leave
a
Voice
Mail
Consultative Questions
TOP
Where
do your reps get the info they share with prospects or
customers? What kinds of gaps result when they can't come up
with the right answer or maybe don't present it well? Have
you received any feedback from customers or prospects that you
are not as responsive as they'd like? What
kinds of information do your people access most? How is that
information stored? Is
the information available readily or do they have to look
things up a lot? What
kinds of "suggested language" do you provide
for them to use in responding to customers or prospects? When
they just talk from experience or product knowledge, are there
gaps in what they say or how they say it that bother you? Do
they sometimes forget key information? How
much time is being spent training reps? Do you know what
that is costing you? If
there was a way to speed up that learning curve or reduce
training costs would that interest you? Next
question
Next
question
I
wonder if I might ask... Would
you mind if I dropped by so we can put a name with the face?
How is tomorrow afternoon for you? Would morning be better? I
would like to get to know you better and learn what some of
your priorities are. Would that time work for you? I
would like to give you some information about the product and get to
know your company better, Would it be ok if I bring that by
later this week? How about Wednesday afternoon? We
are both busy but I think it would be worth our while to visit
a few minutes. Do you have your calendar handy? Would
(day/date/time) work for you? I
don’t want to waste your time or mine, but I would like to
meet with you or the appropriate person in your shop to see if a partnership makes sense for us.
Would you be willing to help me arrange that? I need about 45 minutes. I'd
like to set a time for _________, our Sales Manager, to
visit with you and see how we might work together. Would you
be available this Friday..... or is Monday better?
Leave
a
Voice
Mail
Consultative Questions
TOP
I
wonder if I might ask... What
are the problems you hear sales and customer service people talking about most? What
do you hear from customers or prospects about concerns or
issues? How
do your reps determine exactly what to say to a prospect or
client? It
sounds like you are successful with what you are doing, but
what would you like to be different about that process? What
kinds of things keep you up at night, so to speak, about your
company’s service issues? If
you could make some changes in the way things are getting
done, where would you start? How
long does it take generally to get a sales rep up to speed? If
you could save some of that training money, where would you
feel good about spending it? Have
you done a needs analysis to see what kinds of issues are on
the minds of your sales and customer service reps? Your custom question here
Your custom question here
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... It
sounds like you feel the need to wait a while to get started
on this.
Other than budget, what keeps you from going ahead? If
the money were there, would this still be an immediate priority for
you? I
understand you thinking that this might be better done later.
What do you think it may be costing you if you delay? [What
about missed
opportunities, lost sales, etc...] We
have found there are usually pressures to delay as well as
pressures to
press ahead. What do you think are the pressures on both sides of that
equation? Typically
problems linger on until there is some pressure to do
something. What pressure is there to do something sooner rather
than later? There
are some obvious benefits to moving ahead on this; what do you
think are the costs of not fixing the problem now?
What
kind of timetable would make sense both to you and the budget
people?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... What
would be a win-win for everybody that would allow you to move
ahead rather than postpone? Typically
this sort of problem lingers on until there is some pressure
to do something. Where is the pressure point to move
ahead--customers, sales volume? There
are some obvious benefits to moving ahead on this; what do you
think the costs are of not moving ahead? For
our purposes, we can be flexible about starting…we need only
about 3 weeks notice; what difficulties does that create for you? Postponing
can sometimes be a good thing if you think your people are not ready...What do you think needs to happen before they will
be ready?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... Other
than budget….what are the factors making you feel you need
to re-evaluate the project? What
would need to change for you to feel like it makes sense to
move ahead? Do
you think the issues urging you to re-evaluate this are real or
are they perhaps covering up some other concerns people may
have?
Is
your concern that you are uncertain about whether this is the
best approach or whether this product is the best solution or
is there something else on your mind?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask...
Do
you personally believe this should be a priority now?
What
do you think is going on with those folks who are not ready to
move yet? What do they see as a higher priority?
We have a saying in this business, "You pay for good customer
service and sales training whether you do it or not...." What
that means is that you pay for it in other ways--like lost
sales, upset customers, quality or safety issues. You know how
that goes, right? I
wonder if you have any issues around turnover or motivation of
your team.
We know that training and having the right tools has a lot of impact on that.
Is that an issue in your situation?
I'm
sensing a lack of urgency on this issue...is that the message
you're getting from others in the organization? Do you agree
with them? How have you tried to communicate some urgency on
this issue? What has been the result?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... Is
there money set aside which can be used for this purpose? Is
the money available now for moving ahead? Do
you feel confident this issue will get financial support to
get it rolling? Usually
funds can be moved around when the leadership sees real value.
How does that apply to this project? I
know you said there was some delay on the funding. Do you
think this is going to be a short term thing or what do you
expect? What
value would your people need to see to get them excited enough
to free up the funding relatively soon?
Remember to
PARAPHRASE back what you
heard.
I
wonder if I might ask... If
this is a priority, why do you think money hasn't been set
aside for this purpose? Do
you feel your someone else in the company could help get financial support to get this
rolling? Who would that be? Usually
funds can be moved around when the leadership sees real value.
Do you think this might be the case on this project? I
know you said there was no funding at the moment. Do you think
this is going to be a short term thing or not?
What
value would your people need to see to get them excited enough
to free up the funding?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... Do
you have some figures from other companies which makes you
think the investment is too much? Would you tell me how we stack
up? We
make a real effort to be in the middle price range for firms
our size. If we are way out of line, we'd like to know that.
Can you tell me more about what you have found? When
we hear concerns about price, we feel we haven't done a good
enough job explaining the value you will be getting--because
usually price isn't an issue if you believe you are getting
good value. What would you need in order to feel there is really good
value here--enough to support this tool? There
are numerous ways we can work with you on this that would
impact cost: we can do all of the editing ourselves, your
people can do some of that to
reduce costs or there may be some other resources you already
have that would help us. How does that sound to you?
Remember to
PARAPHRASE back what you heard.
We discount our fees to local government and non-profits and I
can check on how much that would reduce the cost. Would that
be helpful? I know local government sometimes feels it has to get by on
fewer resources. We feel local government employees deserve
BETTER resources, because the demands are tougher--you're in a
political environment, working in a fishbowl...and everyone is
a critic.
I
wonder if I might ask... I'm
confident you can find a less expensive resource. How would
you evaluate them side by side to really know what you're
getting? So
what features might be missing in the less expensive
approach that are important to you? We
make a real effort to be in the middle price range for firms
our size. If we are way out of line, we'd like to know that.
Can you tell me some more about what you have found as far as
price goes?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... Where
is the extra expense you were not expecting? We may have
misunderstood what you wanted. There
are probably some ways we can reduce costs once we know more
about the details of your requirements and how much you can do
in-house. We'll try to make sure we add
value to every thing we recommend.
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... You
certainly should try to use any internal resources you may
have, but remember that takes them away from other tasks as well. What
we have found is that we can offer an "additional pair of
hands" in many cases and some experience from other
companies which helps a lot.
Just a reminder: we're going to give you language that has
been tested and we know works, You would want to make sure you
don't give up something really important.
I
wonder if I might ask... Is
this something you can sign off on or do you need to check
with someone else? If
this was shown to be a profit maker instead of an expense would
that make approvals easier? What would you need to see? Will
you be comfortable recommending this to _____ (your manager)
(decision maker)? I'd
be interested in meeting with _____. Is that something you
could set up? Who
are the people who will want a say in this? Would you be able
to pull that group together? What do you think their
priorities will be regarding this? I
like to know who will benefit most from this and share with them
some of the ideas we're talking about here. Would that work?
Could we set up a zoom meeting?
We
have found it is helpful to get everyone affected by this to
get their fingerprints on it so they can own it. Who should we
include in that list? Could you convene that meeting?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... I
know you can't approve this without checking with some other
people. Are you comfortable recommending this or do you have
some other concerns I can help with? Is
it convenient for you to introduce me to the others who need
to sign off on this to get their input?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... I
know you can't approve this without checking with some other
people. Are you comfortable recommending this or do you have
some other concerns I can help with? Is
it convenient for you to introduce me to the others who need
to sign off on this to get their input?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... Could
you help me identify the best person to talk to? [Get and
verify contact information.] It
sounds like there might have been some reorganization since I
last talked to you.....who should I be talking to? Could you
introduce me? I
would really appreciate your help in identifying the best
person to be talking to about this issue? Would you do that
for me?
I
wonder if I might ask... We
are VERY interested in any issues concerning quality. We pride
ourselves on superior work and our reputation supports that.
But if your experience is different, please tell me more.
I'd like to know everything you can tell me about any quality
issues so I can chase them down.
Remember to
PARAPHRASE back what you heard.
Your custom question here Your custom question here Your custom question here Your custom question here
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... Would
you like to see some more details about what we would
recommend and what that would cost?
Remember to
PARAPHRASE back what you heard.
I
wonder if I might ask... Which groups would
you see implementing this first? When could we
assume everyone would be using this routinely? Would there be some
real advantage in moving on this before the next crunch time
you mentioned? When this goes
live, what would you expect to see happening differently? How long does the
budgeting approval process normally take on something like
this? How can we build in
some cross training for new hires on this, as far as
scheduling goes? It sounds like this
is going to link nicely to your existing databases and sales
aids. What do you need from us?
Trial
Close: (Issue)
TOP I
wonder if I might ask... Your custom question here Your custom question here Your custom question here Your custom question here
Trial
Close: (Issue)
TOP I
wonder if I might ask... Your custom question here Your custom question here Your custom question here Your custom question here
Minor
Point:
(Location)
TOP I
wonder if I might ask... Would
we be doing the training of your people on site or some other location? Your custom question here Your custom question here
I
wonder if I might ask... Your custom question here Your custom question here
I
wonder if I might ask... Your custom question here
(Inbound)
PARAPHRASE
agreements/appointment time, etc.] So I want to thank you for
your patience while we got all this nailed down and thanks for
calling [company].
It has been a delight talking to you. A reminder: you'll be
getting a survey from us asking how we did. I'd appreciate
any feedback you might have. Again, my name is [your name].
Let me know if you need anything else. Thanks again for
calling [company name] and I hope you have a wonderful day.
(Outbound) So
the process to bring this on board starts where exactly? It
sounds like the next step is for us to do ______ so you can do
________. Is that right? How
soon can everyone sign off on this once you have the cost
proposal, which we can email today?
Thanks for
taking my call. I hope we get to talk again soon.
Again, my name is [name]. Let me know if you need
anything else. Thanks again for your time and I
hope you have a wonderful day. Your custom question here
[Leave a voice mail that is conversational and
offers something appealing and sounds enthusiastic. Include (as
appropriate):] My
number is 704.577.0427. Our website has a working demo of this
web-based program, it is at 20salesquestions.com.
I'd be interested in your feedback--positive or
negative. We've
got some successful companies about your size using this. Do
you think it would help for you talk to some of them?
I
would appreciate a call back, just so we can get to know each
other at least on the phone. I'll make it worth your time. My number is ...
I
know you do not feel you need our services now but...
Would
you mind if I plan to call you back in 90 days or so just to
see if anything has changed or to update on what we are doing?
When
we talked last you asked me to follow up in 90 days, so I'm
checking in to see how things are going and whether there are
some new things happening with you that might put you in a
better position to use 20 SalesQuestions
I
noticed we have not talked in several weeks, so I thought we
might chat just a minute to catch me up on what you are doing.
I
can see that is a concern for you....
That
is a valid concern. I appreciate you telling me how you feel
about that. Tell me something, if that were no longer an issue
would you be in a position to move ahead on this?
Help
me understand this issue a little better...exactly what is
your concern about that? [[LISTEN, then repeat back, ask,
"Is
that what you said?" Do so until they agree
with your assessment of the concern.]] Then say...
I
promise that I will look into that and find out more about it
and call you back by the end of the day with an answer.
Tell me something, if that were no
longer an issue would you be in a position to move ahead on
this?
DISCLAIMER
Remember to
PARAPHRASE back what you heard. Objection
response (custom) Objection
response (custom)
Objection
response (custom) Objection
response (custom)
Objection
response (custom) Objection
response (custom)
Remember that no quote is final until you have signed the
acceptance document.
Be sure to complete the agreement page and initial any changes
Thanks
so much for the opportunity of talking with you. I believe we
can work together well. I look forward to chatting with you
again soon. I
know you are busy so I appreciate your taking so much time
with me. I'll call back as we agreed on ________ and I will
look forward to that. Before
I go, could I get your email address so I can send you the
fact sheet about how this can pay for itself.
Let me make sure I understand.....What you're saying is
[paraphrase]. Did I get that right?
I want you to know that I heard your concern. Here's what
I think you said. [paraphrase] Is
that right?
You said something really important there. You said....[paraphrase]
Is that correct?
Remember to
show empathy to the customer's situation and
PARAPHRASE back what you heard.
Angry
:
TOP
Remember to
PARAPHRASE back what you heard.
Remember to show
Remember to
PARAPHRASE back what you heard.
Remember to show
empathy
for the customer's situation before you try to solve the problem.
Remember to
PARAPHRASE back what you heard.
Remember to
PARAPHRASE back what you heard.
Remember to
show empathy to the customer's situation and
PARAPHRASE back what you heard.
Remember to
show empathy to the customer's situation and
PARAPHRASE back what you heard. Empathy
TOP I know that must make you feel really bad. Let's see if we can't
get things sort out.
Remember to
PARAPHRASE back what you heard.
20 SalesQuestionsTM 704.577.0427 Introduction
[Home]
20salesquestions is the only sales tool
you will need There are custom approved questions for
the rep to use with prospects or customers based on your knowledge
of your business and the “hot button” issues important to your
customers. Category based, sequential consultative questions to
ask using approved language to diagnose sales needs or solve
customer service issues by providing critical (bulleted) points
(but not a script which can sound canned). Simple web link-based design makes it
easy to get to appropriate information and the right language
to use Every response your CSR uses is a
response you have approved and tested. No ad-libbing or
inaccurate information Accurate Information Instantly! All
your price lists, documentation, special libraries,
disclaimers, etc. are instantly available to your Sales/CSR
reps with built-in POWER TOOLS We provide well written accurate
information for all your Sales/CSR reps! The robust tool we
use is always current, always accurate, always uses approved
language because we develop it in conjunction with you. No fumbling around to find sticky notes,
scattered files or
scraps of paper. Instead, the right information, organized
by category or specific situation, pops up instantly with every
click. Move quickly from topic to topic following along with
the prospect/customer--always with relevant, factual
prepared information delivered professionally. Even new people will
sound authorative, professional. Reminders to include disclaimers or
other legally required disclosures in every interaction Customized links to your internal price
sheets, product details, schematics—whatever the rep needs to
diagnose problems or close sales Cross-selling reminders and
product/service links to boost add-on sales A logical,
structured approach to sales or problem solving to delight
customers, save time and improve efficiency
If you’ve ever cringed at something
your rep said or how he/she said it, you know how important it is
to get it right and say it right! No overstated promises or
crudely stated pitches.
Once your system is set up, reps can
use it in the field just like in the office. Everything is
accessible all the time to make sales/service calls successful and
productive.
We can keep your information up to date
or we can train your people how to do it–including adding new
information. Either way, you can be confident of how your product
or service is represented. The information
your rep shares is formatted in bullet format, making it easy to
select the best points to be made. And, no sing-songy reading of
canned information, since it is coming from notes, not a script! Benefits to your company In addition to boosting sales and keeping
customers happy, you’ll
benefit by: Faster learning curve for sales reps Reduced
handle time for each call Knowledgeable sales/customer service
representatives Increased credibility with customer Resolution of customer service issues
with one call in most cases Efficient use of sales representatives’
time and therefore reduced “hold” time Consistency in how your product or
company image is presented to prospects and customers How
20SalesQuestions™ works
20 SalesQuestions™
is a simple web-based sales/customer service tool providing easily
accessible links to all the basic
information sales and customer service representatives need to put
your product or service in the best light with customers and
prospects, handle potential concerns or objections--and close sales!
Since 20 SalesQuestions™ is web based, it integrates seamlessly into your
internet/intranet applications. Anything which can be accessed by
web links can be incorporated into your custom 20 SalesQuestions™
package. Since the basic template is already prepared, your
custom application is quickly developed and implemented. We
provide you with basic suggested categories and customer friendly
language which you tailor or edit to your unique environment, with
our assistance as needed. We
incorporate your suggestions into the template and you are ready
to begin using the service. And since it is web based, future
modifications can be made quickly and inexpensively.
When you're
ready, we'll walk you through how to get the most of this
program...or you can just start.
demo Implementation/How to get started Here are the steps to implementing this in
your company: Contact us expressing your interest We provide a custom cost estimate You designate who will work with us on
this project We meet with your designate and people
who will be using the product to learn what the content will
be We provide recommended questions and
responses to include in your customization Together we finalize content We install the product on your
computer/shared server You start making money!
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