TQL Basics
This is the first piece of information you must confirm before sending a TQL.
What is the customer’s name and contact information?
The first step in uncovering an HRO is asking this type of question.
What are open-ended probing questions?
When a customer says, “Microsoft 365 is too expensive,” what’s the first thing you should do?
What is acknowledge and empathize?
After probing, this is the next step before giving a recommendation.
What is paraphrasing or confirming needs?
Customer wants professional email with 50GB mailbox — which plan fits?
What is Exchange Online Plan 1?
Customers are more likely to accept a TQL when you position it as this type of service.
What is a free VIP consultation from a Microsoft Partner?
“Are you currently experiencing delays in project delivery?” is an example of this type of question.
What is a funneling question?
“Microsoft 365 replaces multiple tools, saving you money in the long run” is an example of this objection handling step.
What is reframing?
Instead of saying “Do you want to buy now?”, you should use this style of close.
What is an assumptive close?
Customer has 300 employees, needs Office apps + Teams + SharePoint — which license fits?
What is Microsoft 365 Business Standard or Premium?
If a customer says, “Why can’t you just help me now?” the best response is…
What is, “Partners specialize in your industry, so they can give you deeper, customized support at no extra cost”?
If a customer says, “We’re growing fast and struggling with file management,” which products might you recommend?
What are SharePoint and OneDrive?
If a customer is worried about cloud security, you should mention these Microsoft features.
What are multifactor authentication, encryption, and advanced threat protection?
Asking the customer to “stay on the line for a short survey” is part of this step.
What is the CSAT spiel?
Customer wants phone system integrated into Teams — which add-on do they need?
What is Business Voice/Teams Phone?
These are the 2 partner categories you can offer.
What are Best Match and Most Responsive?
A customer with 1,000+ employees asking about email security is likely this type of opportunity.
What is an Enterprise HRO?
This is how you’d respond if a customer says, “We won’t use all the features.”
What is, “You can start small with the tools you need and expand later”?
The “Hold Procedure” must always set this type of expectation.
What is the transfer time (up to 5 minutes) and reattempt process?
A nonprofit asking for advanced security and compliance would benefit from this plan.
What is Microsoft 365 Nonprofit Premium (E5 equivalent)?
The maximum number of partners you can connect a customer with.
What is 3?
This NEPQ technique helps turn surface-level needs into deeper business pain points.
What is asking “How does that impact your business/team/customers?”
The three-step objection handling formula we use in NEPQ.
What is Acknowledge → Reframe → Tie Back to Value?
This part of the flow makes customers feel heard and reduces cancellations.
What is the recap step?
A customer with 5,000 employees asking about analytics and compliance would need this license.
What is Microsoft 365 E5?