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Chapter Module Four o Sales Communication as a Process Types of Questions o Verbal Communication: Questioning Strategic Approach Control the flow and direction of conversation Uncover information o Types of Questions: Controlling Amount and Specificity of Information Ask open-ended questions
Win7Guru's note: Beginning
Ask close-ended questions
Win7Guru's note: Closing
Ask multiple-choice questions
Win7Guru's note: Would you like option a or option b
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o
Strategic Purpose Probing Clarification request Please elaborate Ask for verification Evaluative Open and Closed-End questions to: Gain confirmation Reveal attitudes, and opinions preferences Tactical Used to bring the buyer back and to redirect their focus Reactive Use previous information, in other words clarification Verbal Communication: Questioning Strategic Application of Questioning Create buyer involvement Provoke thinking Collect information Clarify and emphasize Be interested Gain confirmation Advance the sale Types of Questioning Refer to Slides 11-14 Listening Look at chart SIER Hierarchy of Active Listening Sensing Interpreting Evaluating Responding Verbal Communication Organize thoughts Paint a picture
Win7Guru's note: WORD PICTURES
Watch Grammar