The Art of Asking Questions
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You can tell a man is SMART by his answers You can tell a man is WISE by his questions
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The Art of Asking Questions
- 2. The Rule of Change SalesChannel Europe If you do what you have always done You will get what you have always had ©2008 SalesChannel Europe SARL. All rights reserved 2
- 3. Traditional Execution of Strategy 3
- 4. Make sense of an ambiguous, uncertain situation Make revisions by Make choices. What to do. incorporating new Equally important. What information that execution not to do. has produced Make it happen. Execute for that iteration 4
- 6. SalesChannel Europe "We must be the change we wish to see in the world." - Gandhi ©2008 SalesChannel Europe SARL. All rights reserved 6
- 8. Communicate 8
- 9. 9
- 10. 10
- 11. 11
- 12. LISTENING 12
- 13. That’s the stupidest idea I ever heard!
- 14. The Art of Listening SalesChannel Why Listen? • Uncover needs Europe – Rational – Emotional • Identify Style • Create a Positive Impact • Learn 4 Levels of Listening: To Confirm Selectively Politeness To Learn ©2008 SalesChannel Europe SARL. All rights reserved 14
- 15. The Art of Listening SalesChannel Europe • Keep asking questions • Ask a lot of questions • Shut up and listen • Gentile follow-up questions • Clarify ambiguity • Summarise what you have understood • Earn the right to ask PAIN questions • When you need help – ask for it Listen for what is different, not what is the same ©2008 SalesChannel Europe SARL. All rights reserved 15
- 16. Listen! 16
- 17. SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved 17
- 18. Communicating with Emotion SalesChannel Europe Emotion = Energy in Motion Speak in Technicolor ©2008 SalesChannel Europe SARL. All rights reserved 18
- 19. Communicating with Emotion SalesChannel • Energy Europe • Enthusiasm • Body Language • Questioning • Listening • Note Taking • Sincere Interest • Emotions move people to action Must have conviction: • People make decision based on emotion and justify with rational reasons • Must give them both emotional reasons and rational arguments “The height of your accomplishments will equal the depth of your convictions.” - William F. Scolavino ©2008 SalesChannel Europe SARL. All rights reserved 19
- 20. LEADING CHANGE 20
- 21. MOTIVATIONAL DRIVERS 21
- 22. SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved 23
- 23. SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved 24
- 24. The Psychology of Change* SalesChannel Europe Positive Positive Positive Present Future Sustain Attain Negative Negative Present Future Change Avoid Negative *Source: The Prime Solution by Jeff Thull, Dearborn © 2005 www.primeresource.com Present Future ©2008 SalesChannel Europe SARL. All rights reserved 25
- 25. SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved
- 26. Asking Questions in Colour SalesChannel Europe White Questions Current situation Facts, data & information white snow: pure, cold hard facts Green Questions Desired situation future state Grass, trees, growth, can become Obstacles Black Questions important, powerful Dark, night time, can’t see in the dark. Turn on the light to see what stands between current situation and desired situation. Red Questions Feelings fire, explosive color, highly emotional “If Stan doesn’t do something he won’t be able to get there by himself. Stan needs to talk to you.” ©2008 SalesChannel Europe SARL. All rights reserved 27
- 27. SalesChannel Europe “No one cares how much you know, until they know how much you care.” Ralph Waldo Emerson ©2008 SalesChannel Europe SARL. All rights reserved 28
- 28. GETTING RESULTS THROUGH OTHERS 29
- 30. Questions Drive Our Actions SalesChannel Europe The Outcomes Observable Results Our Habits Behaviours What We Feel Invisible Emotions What We Think Thinking ©2008 SalesChannel Europe SARL. All rights reserved
- 31. The Conversation Directional Compass SalesChannel Europe Philosophical Conversation Directional Compass Problem Solution Focused Focused Detailed ©2008 SalesChannel Europe SARL. All rights reserved
- 32. Asking vs Telling SalesChannel Ask Europe Ask – Tell Quadrants Problem Solution Tell ©2008 SalesChannel Europe SARL. All rights reserved
- 33. Questions? SalesChannel Europe You can tell a man is clever by his answer You can tell a man is wise by his questions ©2008 SalesChannel Europe SARL. All rights reserved
- 34. SalesChannel Europe “Seek first to understand, then to be understood” - Stephen R Covey ©2008 SalesChannel Europe SARL. All rights reserved
- 36. Why Ask Questions? SalesChannel Europe • Uncover needs – Rational – Emotional • Identify Style • Create a Positive Impact • Learn ©2008 SalesChannel Europe SARL. All rights reserved 37
- 37. Questions SalesChannel Europe Closed Questions: Open Questions: Is Who Are What Was Where Were When Have Why Has How Will Tell me about… Do Give me an example… Does Describe for me…. Can Give me a wish list… Would Please explain to me… Could ©2008 SalesChannel Europe SARL. All rights reserved 38
- 38. Questions, Questions, Questions SalesChannel Europe Questions Funnel Broad Needs Specific Needs Leverage Questions High Yield Needs Drill down to find those high yield questions ©2008 SalesChannel Europe SARL. All rights reserved 39
- 39. CURIOSITY 40
- 40. Why Ask Diagnostic Questions*? SalesChannel Europe 1. Facts 2. Opinions 3. Feelings *Source: Based on Diagnostic Selling® from the book Exceptional Selling by Jeff Thull, John Wiley & Sons Inc. © 2006 www.primeresource.com ©2009 SalesChannel Europe. All rights reserved 41
- 41. 3 - Level Questioning SalesChannel Europe Question Area 1 Question Area 2 Question Area 3 1. 1. 1. 2. 2. 2. 3. 3. 3. ©2008 SalesChannel Europe SARL. All rights reserved 42
- 42. 43
- 43. TELL YOUR STORY 44
- 44. SalesChannel Europe “Tell me a fact and I believe. Tell me a truth and I learn. Tell me a story and it will live in my heart forever.” Mark Twain ©2008 SalesChannel Europe SARL. All rights reserved 45
- 45. CREDIBLE 46
- 46. IN CREDIBLE 47
- 47. 48
- 48. Creating Ideas that Stick SalesChannel Europe Persuasive (sticky) ideas: Sticky = understandable, memorable, and effective in changing thought or behaviour Six Principles: • S - Simple • U - Unexpected • C - Concrete • C - Credible • E - Emotions • S - Stories ©2008 SalesChannel Europe SARL. All rights reserved 49
- 49. Creating Ideas that Stick – UNEXPECTED, STORY SalesChannel Europe ©2008 SalesChannel Europe SARL. All rights reserved 50
- 50. Creating Ideas that Stick SalesChannel Europe Get People to Act : • Remember how SUCCESS helps people to: – Pay attention Unexpected – Understand and remember it Concrete – Believe and agree Credible – Care Emotional – Be able to act on it Stories ©2008 SalesChannel Europe SARL. All rights reserved 51
- 51. CREATE Insights SalesChannel Europe The Brain ©2008 SalesChannel Europe SARL. All rights reserved 52
- 52. SalesChannel Europe Sales Performance Motivation David R Ednie President & CEO SalesChannel Europe SARL Ph: +33 676 600 925 Fax: +1 501 639 0126 Email: david@saleschannel-europe.com Blog: http://saleschannel.blogspot.com Website: www.saleschannel-europe.com ©2008 SalesChannel Europe SARL. All rights reserved