Issue 276 - Using the Right Questions By Ron LaVine

Open-ended questions are used to gain
information and begin with such words as
"Who?" "What?" "Why?" or "How?" Closed-
ended questions are used to confirm what was
said and gain agreement for action.

Close-ended questions are typically answered
with brief answers such as "yes or "no". They
can also be used to confirm what you have
heard. This is where your childlike curiosity and
news reporter skills come in handy.

These are some examples of opened and
closed ended questions.

EXAMPLES OF OPEN-ENDED QUESTIONS:

HOW do you see it? I get the picture."

HOW do you currently handle...?

HOW do you currently use the XYZ
equipment?

HOW do you go about acquiring this
type of solution?

HOW is it used?

WHAT are you doing in the area of...? Or WHAT
are your plans in the area of...?

WHAT are you planning to migrate too?

WHAT do you do when....occurs? WHY is that?

WHAT do you do?

WHAT do you feel is a fair price? WHAT did you
want to pay?

WHAT has been budgeted for this project?

WHAT do you think?

WHAT do you use most?

WHAT else are you using besides...?

WHAT happens when...?

WHAT solutions are you using?

WHAT'S next? Or WHAT'S the next step to
have you look at our solution?

WHY did you decide to buy from that
organization?

If someone wanted to speak with someone who
uses our solution and likes it, WHO would they
speak to?

WHO are the biggest users?

WHO will be involved in the evaluation or the
decision making process?

WHO do you call when you have a problem
with...?

WHO does that person report too?

WHO is in charge of the overall...?

WHO is on the ___________ side of the
business?

WHO is responsible for the solutions?

WHO is the main user of___________
solutions or tools?

WHO replaced that person?

WHO would know that?

Out of curiosity, WHY did you decide to go in
that direction?

EXAMPLES OF CLARIFYING, CLOSE-ENDED
QUESTIONS:

So what you are saying is... RIGHT?

So if I understand you correctly, you are
saying...is that RIGHT?

Let me see if I understand you correctly. You
said you were... CORRECT?

So what we're going to do is... OKAY?

Help me understand. You said you are using...
RIGHT?

EXAMPLES OF AGREEMENT FOR ACTION
QUESTIONS:

So you'll be part of the final decision making
team. CORRECT?

So you're going to do.... and I'm going to do... by
next Wednesday. RIGHT?

So we'll speak next Tuesday at 10 am. PST. is
that RIGHT?

Notice these are all direct questions. Avoid using
preceding words such as Can you... or Would
you possibly... or Might you be able to...

Remember the person that asks the questions
controls the direction of the call. You want the
prospect to ask questions however you also
want to maintain the direction of the call.

If the prospect asks a question, you answer it
and then turn it around by asking "Let me ask
you a question." And you redirect the
conversation in the way you want it to go.

Try some of these out and let me know what you
think.

Accelerated Sales Results, Inc.
Helping You Develop More Business Through Live Cold Calling Sales Training Workshops(tm)
638 Lindero Canyon Road, Suite 283, Oak Park, CA 91377
1-818-991-6487 PST Office | 1-818-519-3852 Mobile | 1-818-991-5938 Fax
rslavine@asr-incorp.com | www.ast-incorp.com

Member of the American Society for Training and Development
(c) 2008 by Accelerated Sales Results, Inc. - Live Cold Call Sales Training Workshops. All rights reserved. www.ast-incorp.com

Are cold calling and prospecting giving your telesales,
inside sales or field sales team trouble?

Are you a sales manager that needs telesales training or sales training to
expand your market share by cold calling and selling into a Fortune
1000 companies?

Do you have telesales reps or a field sales team who cold call to sell
Technology related products and services?

What would setting up a significant number of increased, well
qualified, face to face, web demos and phone appointments, be worth
to your organization in terms of increased sales and a shortening of
your sales cycles?

Want more details on how to solve these problems?

Send an mailto:results@ast-incorp.com with
Results in the subject line and I personally will contact you shortly.

Wow! Great stuff! Thanks again. Those live cold
calls were jaw dropping
Brian B., Marketing Development Manager

I liked everything. It got me to see what I do in a
totally different way.
Margaret A., Market Development Manager

I really liked hearing the 'live' calls. It was real
life and shows how it takes patience and
persistence.
Ann D., Marketing Development Manager

Greatly benefited. Walked away with various key
takeaways. Really enjoyed it. Very practical and
informative.
Fernando P., Marketing Development Manager

Honestly I was skeptical but I was really
impressed.
Beth C., Market Development Manager

Very best workshop I have seen!
Bill R., VP East

Much more impactful than traditional methods.
Jeff B., Marketing Development Manager