From Integrity Solutions at the Bank Trainers 2018 Conference. Is your current sales training compounding the problem of people’s belief that selling is a “bad word”? What if your team didn’t have all that negative baggage about sales? What if they viewed the role of asking better questions as uncovering and fulfilling customer needs? We look at the benefits of asking better questions in strengthening customer relationships, and how to overcome the fear of asking them.

1. Could Better Questions
Lead to More Wallet
Share?…That’s a Good
Question!

2. Objectives
 Discover how mindset and beliefs impact sales
success
 Introduce a simple model to ask questions that
uncover the customer’s situation
 Share how to position value and build confidence
asking question to uncover needs-keeping
customers from going elsewhere
 Understand how service and selling go together to
understand needs, fill those needs, and add value.

3. Challenges
What are the
greatest sales
challenges
your teams face that keep
them from performing at a
higher level? (from CSR’s,
teller’s to loan officers..)

4. “Successful people ask better questions – and as a
result, they get better answers.” Tony Robbins
Why don’t they ask?
 Relationship- “friend-zone”
 Don’t know how to ask? “Salesy”
 Don’t know the products well enough
 Fear (of failure, and all above points)
Asking Better Questions

5. Sales Congruence
Congruence releases energy
and achievement drive.
Gaps create conflict
and disengagement.
View
of
Selling Commitment
to
Activities
Values
View of
Abilities
Belief
in
Product
Congruence
™
Rate a top performer and low
performer 1-10 (10 is best)

6. “Selling is simply uncovering a need, filling that need,
and adding value.” Ron Willingham
Meaningful Interactions:
 Put the customer at ease
 Get them talking and you listening
 Listen for challenges/opportunities
 Help fill the need … refer or show how
our products can fill that need
Clarifying Customer Needs

7. Writing Questions
 Write 2 questions
you or your people
currently ask on
sticky notes
 One question per
sticky note.

8. The GAP Model™

9. Current Situation Questions
Current
Situation

10. Basic Question: Where are you now?
 What are you currently using to…?
 What are you currently experiencing with...?
 What are you facing/experiencing with…?
What does the Current Situation look
like, sound like and feel like?
Current Situation Examples

11. Desired Situation Questions
Current
Situation
Desired
Situation

12. Basic Question: Where would you like to be?
 What is your goal for …?
 If you could make significant improvements,
what would be different?
 What outcomes would you like to accomplish
that you are currently not experiencing?
What does the Desired Situation look like,
sound like and feel like?
Desired Situation Examples

13. Risks/Concern Questions
Current
Situation
Desired
Situation
Risks /
Concerns
GAP

14. Basic Question: What are the risks of staying
in the Current Situation?
 What concerns you about continuing your
current approach?
 What risks would you like to eliminate or
reduce?
 What might be the cost over time of staying
with your current plan?
What is the potential risk of the status quo?
Risks/Concern Examples

15. Benefits/Rewards Questions
Current
Situation
Desired
Situation
Risks /
Concerns
Benefits /
Rewards

16. Basic Question: How could the situation be
improved?
 If you could make the improvements
mentioned, how would that help you?
 How much better would you feel if you could
make the changes you suggested?
What would be the benefit of being in the
Desired Situation?
Benefits/Rewards Examples

17. Urgency/Importance
Urgency / Importance
Current
Situation
Desired
Situation
Risks /
Concerns
Benefits /
Rewards

18. Basic Question: How important is it to move
in the direction of the Desired Situation?
 Where does this fit in terms of your priorities?
 How important is it for you to make
improvements in this area?
 How open are you to make significant progress
related to the things we have discussed?
Is it so important that you would like to take
action or make a change soon?
Urgency/Importance Examples

19. Post Your Questions
 Please take sticky
notes and place
them on appropriate
place on your flip
chart sheet.

20.  Differentiate you from competitors by the
quality of your questions
 Help you be perceived as a person who brings
value to each discussion
 Create dialogue about the issues that are more
likely to influence a buying decision
GAP Model™ Summary
Using the GAP Model as a Guide Will:

21.  Understand each customer’s definition of value
 Differentiate from competitors
 Recognize how relationships influence the
buying process
 Understand your customer’s business
environment and challenges
Demonstrating Value
Value is the intrinsic worth customers receive from
you beyond products. To sell value requires you to:

22. Practice Active Listening
When you totally focus
on what your customer
is saying, you will often
learn something that
shifts the discussion
away from price.

23. Insights and Actions
• What is your key learning from
this workshop?
• What commitments will you
make to apply the concepts?

24. Could Better Questions
Lead to More Wallet
Share?...That’s a Good
Question!
Thank You!