Basics
What PSS Stands For
Professional Selling Skills
The Four Common Objections
1. Indifference
2. Misunderstanding
3. Skepticism
4. Drawbacks
Using Open Probes Only Can Do This
Open - Lacks focus and direction, cannot confirm details.
Propose an agenda
State the value to the customer
Check for acceptance
The Objective Of PSS
To make informed, mutually beneficial decisions
Steps To Overcoming Indifference
Acknowledge their situation
Request permission to probe (stating the value to the customer)
Use Open and Closed probes to explore for opportunities or circumstances
Confirm the existence of a need
Advance to supporting
Using Closed Probes Only Can Do This
Closed - Feels impersonal, transactional, doesn't allow for enough information.
CLEAR Understanding Of Needs
Identifying the stated need, the specific need, the need behind the need, and the circumstances related to the need.
Definition Of A Need
The desire to obtain, improve, or change something
Steps To Overcoming Skepticism
Acknowledge the concern
Provide relevant proof
Check for acceptance
Definition Of A Feature
Feature - A characteristic or trait of a product or service.
COMPLETE Understanding Of Needs
Knowing all the customer’s needs and understanding the priority of each.
3 Examples Of The Language Of Needs
"I want", "I need", "It is important to me", etc.
Steps To Overcoming Misunderstandings
Probe to confirm the misunderstanding
Acknowledge the misunderstanding
Support with relevant features and benefits
Check for acceptance
Definition Of A Benefit
Benefit - The “so what” of the feature—how it addresses the customer’s needs.
Steps To Supporting A Need
Acknowledge the customer’s need.
Support the need with relevant features and benefits.
Check for acceptance.
4 Core Elements Of PSS
1. Opening
2. Probing
3. Supporting
4. Closing
Steps To Overcoming Drawbacks
Probe to confirm the existence of a drawback
Acknowledge the concern
Propose you and the customer step back and re-focus on the bigger picture
Review previously accepted features and benefits to try and overcome the drawback
Check for acceptance
Examples Of Basic Open Probes
"Tell me more about that."
"What do you mean by that?"
"Can you clarify that?"
"Can you elaborate on that?"
"What’s important to you about this?"
Steps To Closing
Review needs/accepted features and benefits.
Propose the next steps for you and the customer.
Check for acceptance.