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blog | February 28, 2018

The Art of Asking Good Questions with CRM

“What do we hate most about salespeople?”…..they simply, never stop talking. How many salespeople have come into your office, sat down and proceeded to tell you every benefit about...

By WorkWiseSoftware

“What do we hate most about salespeople?”…..they simply, never stop talking. How many salespeople have come into your office, sat down and proceeded to tell you every benefit about what they are selling, without ever knowing what you need?

Typically, they don’t ask the questions, but rather tell you what they want you to know. So, the result is, a frustrated prospect who feels as if their needs have not been met. Difficult as it may seem, this very common problem can be addressed rather simply by just asking questions and listening effectively, then recording comments using a CRM software.

By doing these simple tasks, the prospect will tell you what they are looking for and more than likely, the sales rep will close the sale.

Develop a Good Questioning System

First, a good questioning system is essential. If questions are asked properly and answers logged in your CRM system, you should never have to close a client.

Your objective on an initial call should be to find out what they are currently doing, what they like about it, and what would they improve. Be sure to create an activity using your CRM software to record this information.

Some ways to encourage the prospect to continue talking would be to use phrases such as:

These phrases will allow you to get more specific information by encouraging the prospect to really think about your questions and talk through them in more detail.

Do some Research

The goal should be for each question to generate 3 pieces of information that allow you to move to the next step.

Prior to that first face to face meeting, you want to find out some of their challenges and log them into your CRM software so that you can refer back to your CRM notes before your initial meeting, allowing you to confirm their biggest challenges and what some potential solutions might be. This will allow you, the salesperson to move the process forward.

Review Notes and Clarify Main Points

Finally, after you’ve asked the correct questions it is important to review your CRM notes, restate what you have learned and clarify that you have it right. You can do this by restating two or three of the most vital things you learned from your conversation with the prospect and checking for confirmation.

After you’ve gained agreement, go ahead and come up with a solution by using the phrase, “What if we… were to put together a scope document outlining what we’ve discussed today and schedule a time to get back together to confirm what might be some possible solutions.” By using the statement “What if we….” You aren’t assuming anything and you are including the prospect in the decision making process. In addition, this allows for a smooth transition in the sales process, they are basically selling themselves.

The art of asking good questions and incorporating replies into your CRM software is essential to increasing sales and achieving total customer satisfaction. They are definitely going to return to a salesperson that is able to effectively identify their needs and offer solutions that solve their problem. Asking the right questions is not only good sales but outstanding customer service as well. Good questioning should be used in every level of an organization, on an everyday basis.

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