ability to concentrate on specific wants, desires, or problems customers are experiencing in order to present viable options to suit the specific situation.
What is Probing
100
"Did you"
What is "When will you"
100
measures the gap between satisfaction and dissatisfaction
What is Loss
100
bundle of tools to help you provide quality service
What is service tool kit
200
these allow the discussion to grow into a dialogue
What are Open Questions
200
By doing this, you can determine what your customers want or need
What is asking the right questions
200
"Have you"
What is "Why have you"
200
characteristics of a product or service that are concrete or real
What are Tangibles
200
First tool in the tool kit
What is comprehensive knowledge
300
These typically have yes/no or short responses
What are Closed Questions
300
By being able to pay careful attention to answers the customer gives in response to your questions, you should be able to make educated recommendations to meet ______.
What are needs
300
"Will you"
What is "Tell me how you will"
300
arise from factors that are somewhat more elusive. many cases, simply and idea, can rarely be measured.
What are Intangibles
300
describe functions of an item/product/service
What are features
400
Questions not to use to sell
What are Closed Questions
400
_______ are probed by sales people using high level questions
What are Senior Executives
400
"Was it"
What is "Which one was it"
400
There are ____ types of loss.
What is 2
400
Ways features enhance the value of the product or service to the individual.
What are benefits
500
Questions you want to use when selling
What are Open Questions
500
You must first determine the _________ before you are able to deal with the impact of the it.
What is problem
500
"Can you"
What is "Describe how you can"
500
Appreciate the ________ & _________ _______ your customers may experience and try to minimize them.