CALL SEQUENCE (PIRSMA/PORSIA)
CALL PROCESS (PERFORM)
PRE CALL PLANNING
EXPLORING NEEDS
HANDLING OBJECTIONS
100
What does PIRSMA or PORSIA stand for?
PIRSMA Planning Introduction Retail Check Sales & Engage Merchandise Action PORSIA Planning Open Re-Cap Sales & Engage Implement Admin
100
At what stage of the PIRSMA/PORSIA call sequence does PERFORM come into play?
S - Sales & Engage
100
What does S.M.A.R.T Objective stand for and at what stage of the PIRSMA/PORSIA Call Sequence is this set?
S = Specific……M=Measurable…..A=Ambitious…..R=Realistic…..T=Timely…… It is set during the P stage of the call sequence (Planning)
100
Customers needs exist on both AM and FM frequencies. In real terms, what are these 2 frequencies?
Emotional Needs and Financial Needs
100
What does the ABC model of Handling Objections stand for?
Acknowledge & Ask Bundle Counter & Close
200
Describe what you are doing during the I (in PIRSMA) and the O (in PORSIA) stage?
You are making your presence known, greeting the customer briefly, focusing on a strong connection, differentiating yourself, gaining permission to do your review but you are NOT yet engaging the customer in the call
200
What does PERFORM stand for?
PERFORM Purpose of the Call Explore Needs Respond with Solutions Feedback on Progress Objections Handled Resolve by Closing Make it Happen
200
Is the following a SMART Objective... and if not, what part/s specifically is missing? "“To gain 1 permanent secondary location beside the express checkout .”
No it is not…. It is not Specific (secondary location for what exactly???) and it is not Timely (ie by when?)
200
What are the 3 core Questioning types used in the Questioning funnel and state them in correct order?
Open…Closed…Summary
200
What are the 5 types of objections that you can be faced with? State atleast 3 of them!
1. Scepticism 2. Indifference 3. Misunderstanding 4. Try On 5. Real
300
Describe 4 effective ways of "Opening with Impact"?
I have something new to talk to you about today…….. $$$ (money making ideas)….. Last time we met….. Sincere Compliment
300
In the 1st R stage of PERFORM (Responding with Solutions), describe in your own words what a Benefit, Advantage and Feature is?
Benefit = The end result or outcome for people or businesses……… Advantage = What the feature does, or doesn’t do……… Feature = What it is or has in the product/service itself…an indisputable characteristic or attribute
300
List 3 key reasons why Pre-Call Planning is so crucial to the success of your call?
You are clear in your mind with the "WHAT" and the "HOW", Satisfy the customer’s needs Improve results achieved Save time; make our job easier Demonstrate professionalism Personal challenge, sense of achievement etc...
300
Outside of the 3 core types of questions (Open, Closed, Summary), there are 4 additional advanced Questioning types that can be used to more effectively explore and uncover needs. What are they?
1. Discovery Shortcut 2. Menu 3. Tie Down 4. Conditional
300
Why is it important to uncover "objections" during a call? Give me atleast 3 reasons.
1. Signpost to the "sale" 2. Indicates progress 3. Highlights important customer needs 4. May be a buying signal 5. Gives us an opportunity to close
500
When should you commence your Retail Check or Re-Cap and why?
The Retail check should only be commenced after you have completed the Introduction and gained permission to 'walk the store' and certainly before you engage the customer. This is important because it will allow you to reconfirm your objectives set earlier and your plan for the call. With the Re-Cap stage in PORSIA, you are wanting to list the action items that resulted from the last visit, responsibilities and outcomes, establish whether any item(s) is/are still outstanding, establish any new items that may arise and determine action points as required and then reconfirm your objectives before engaging
500
In the 2nd R stage of PERFORM (Resolve by Closing), describe 5 of the 8 types of closes?
Recommendation…..Direct Question….. Assumptive…..Attractive…..Concession…..Immediate Gain…..Risk of Loss…..Summary of Benefits
500
What are the key things we should plan for as part of the Pre-Call Planning Process? List a minimum of 3!
1. Objectives: “SMART” – Primary & Secondary 2. Questions to establish needs 3. Benefits of our proposition/product 4. Proof to support benefits 5. Potential objections/problems and their solutions 6. Potential closes
500
What is a "menu/a la carte" type question or what is a "conditional" type question and provide me with an example?
Menu questions offer the customer choices in what matters most to them. They help the customer feel in control. Conditional Questions are used to get action or an agreement or commitment to do something in return for something I do for "If I…. Would you". It can be used on a stated need, or on a question, or on an objection or on a demand! Menu Q Example - "We’ve had some recent success with campaigns designed to target new subscribers, win back old ones and another targeted at increasing frequency of existing subscribers. Which would interest you most?” Conditional Q Example “If I could show you how external signage plays a role would you like me to detail the many options we could look at for your store?
500
Within our model of handling objections, describe to me each of the 3 key stages you would undertake in dealing with an objection?
Acknowledge and Ask - Let them express their concern (s). Listen! Validate their concern early on (but don't agree). Ask questions to find out more about how they interpret the issue. Bundle - Bundle together the issues so we can agree what we need to agree! It’s a summary question. Counter and Close - Use powerful facts and benefits to outweigh the objective
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