Closing general session keynote presented by Orvel Ray Wilson, CSP for the Malaysian Airport Holdings Berhad annual Concessionaires Conference, September 12, 2013, at the Sama-Sama Hotel in Kuala Lumpur.
4. Orvel Ray Wilson, CSP
• Why Ask Questions?
– It forces you to focus
– It flatters the customer
– You’ll pick up their Buying
Strategy and their Criteria Words
– You’ll hear buying signals
you’d otherwise miss.
5. Orvel Ray Wilson, CSP
• Why Salespeople Don’t Ask Questions?
– They’re afraid the customer will say “no”
– They’re afraid the customer will feel pressed or
pressured.
– They’ve never been taught how.
8. Orvel Ray Wilson, CSP
• One question you should never ask:
“May I help you?”
9. Orvel Ray Wilson, CSP
• One Very Important Question:
– “What time is your flight?”
10. Orvel Ray Wilson, CSP
• Questions to soothe an upset
Customer:
– “Want could we do to make this right?”
– “If you were in my position, what would you do?”
– “How might we avoid this problem in the future?”
11. Orvel Ray Wilson, CSP
• 5 Fundamental Questions, & one to
avoid:
– Who?
– What?
– When?
– Where?
– How?
– Avoid asking “Why?”
12. Orvel Ray Wilson, CSP
• Vocal Mirroring
– “I’m looking for a gift for my daughter.”
“What sort of gift do you think
your daughter would enjoy?”
28. Orvel Ray Wilson, CSP
19. Is there anything else you’d like to see?
“What else can I get
you?”
29. Orvel Ray Wilson, CSP
20. How much would it be worth to you to
solve this problem?
21. What would it cost, ultimately, if things
remained as they are?
37. Orvel Ray Wilson, CSP
31.Who else, besides yourself, will be involved
in making the decision?
38. Orvel Ray Wilson, CSP
32. On a scale of 1 to 10, how confident do you
feel doing business with us?
What would it take to get that up to a 10?
39. Orvel Ray Wilson, CSP
33. Are you working against a deadline?
34. How soon would you like to start?
35. When would you like to take delivery?
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36.When should we get together to discuss
this again?
41. Orvel Ray Wilson, CSP
37. Is there anything else you’d like for me to
take care of?
42. Orvel Ray Wilson, CSP
• Just Ask:
– Ask the right person
– Ask someone else
– Ask for the right things
– Ask for more
– Ask for less
– Ask three times
– Keep asking until they say, “No.”
74. Orvel Ray Wilson, CSP
• Send your questions to:
OrvelRay@GuerrillaGroup.com
• Link up on LinkedIn
• Follow on Facebook
• Tweet me @OrvelRay
• Call with your questions:
00 1 303-642-0510