Power Questioning for Sales Professionals, part II

Power Questioning for Sales Professionals, part II

3. Alternative Choice Close-Ended Questions
Alternative Choice Close-Ended (ACCE)
ACCE questions limit your chance of receiving a 'No' response. The best times to use ACCE questions are, setting appointments, asking for an order, pin pointing needs, and clarifying understanding.
You can probably tell, by the name, these questions begin with what is called 'close-end starters'.
Close-end starting words:
Is
Are
Can
May
Could
Would
Should
Do
Does
Take the close-end starter and couple it with an either/or scenario, this creates the alternative choice. You are asking someone to pick between two choices.
Let's take a look at some sample uses of ACCE questions:
Would you prefer to have it delivered on Monday or Thursday?
Is saving time or saving money most important to you?
So, did you want this project rolling by September or did you need to wait until the new year?
Let me make sure I understand you correctly. Did you want the 5,000 btu or the 2,500 btu system?
Do you need a two or three bedroom apartment?
Remember in the world of psychology, giving people a choice between something and nothing will almost always result in a choice of nothing. So you must always give two choices. Be weary of offering too many choices, because you can cause confusion in the mind of the buyer. Usually two or three choices are significant. Anything more than three will be over doing it.
4. Single Outcome Close-Ended (SOCE)
Single Outcome Close-Ended (SOCE) questions are overused in the wrong place more often than any other question. Too many sales people start conversations out with SOCE questions. Just as the name states, the SOCE question creates only one possible outcome.
In training salespeople, I hear sales professionals often asking prospects, "Would you be interested in. . .?" I know what my answer would be -- A quick "No." Or how about the infamous "Did you get the brochure I sent?" with a quick "no" from the prospect, recovery is difficult.
As with all close-end questions, they begin with a close-end starter.
Example:
Is
Are
Can
May
Could
Would
Should
Do
Does
The benefit to using SOCE questions is they are directive. When you are looking for a yes or no response, you will get it. SOCE questions are best used after rapport is built with a client. And when you know confidently that a 'no' answer will not harm your opportunity. They should be used the same way a doctor would use them, to diagnose a problem.
Example SOCE questions:
Do you use 4-color print in your brochures?
Are there other divisions who help fulfill the orders?
Do you expect a market shift in the use of PDA's with your clients?
SOCE questions also have 'closing the sale' benefits. Trial closing is a process that helps a salesperson find out where a prospect is in the commitment to buy. The goal of the questions is to receive a 'Yes' commitment and move forward the sale.
The easiest way to formulate a trail close question is an 'If/Then' scenario. For example, "If we can do this for you, then you'll do this for us?"
Example Trial SOCE question:
If we can ship 15,000 tons of iron to you by Tuesday, November 12, then you'll put your order in with me today?
Sales Success
How well you question determines your success in sales. Remember to keep your questions open-end, so you give the power of talking to your client.
The time to use close-end questions is when rapport has been built and you are diagnosing a situation.
I recommend before every meeting and telephone call you set an agenda. Decide what information you need to receive from the person you are meeting. If you get lost for open-end questions, try starting a question with 'Tell me about...' and follow it up with any pertinent idea related to the call.

Good Luck & Good Selling
Let’s Make A Difference! Dennis R. Kyle, CEO