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TABLE OF CONTENTS

Introduction 2

Discovery Questions That Identify Pain Points 4

Open-Ended Questions That Lead to Conversations 10

Close-Ended Questions For Direct Answers 15

Closing Questions That Secure the Deal 19

Answering Your Customer’s Questions 24

Conclusion 27

About Blitz 29

Copyright © 2017 by Blitz Sales Software

All rights reserved. No part of this publication may be reproduced, distributed, or transmitted in any form or by any

means, including photocopying, recording, or other electronic or mechanical methods, without the prior written

permission of the publisher, except in the case of brief quotations embodied in critical reviews and certain other

noncommercial uses permitted by copyright law.

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Have you ever wondered why some salespeople close more deals than others? Why,

even in the toughest situations, with the most difficult customers, they make the sale?

And, furthermore, how does the customer always seem to walk away happy about

buying?

You might say it’s their personality traits. You might believe it’s due to their experience

level. You could point out their enthusiasm, dedication, and passion for their work.

Yes, those factors are important. But even the most enthusiastic, passionate and

hardworking sales professionals find it difficult to close deals. Promising leads need

more time. Prospects suddenly change their minds. Warm conversations turn cold.

Sounds familiar? These things happen all the time.

But there is one defining characteristic that separates “master sales professionals” from

regular “salespeople.” One skill that, despite the most difficult situations, will help seal

the deal...every time.

It’s the ability to ask the right questions.

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High performing sales professionals know that the key to understanding, educating, and

finally “selling” their products or services is by asking questions. They allow the

customer to speak their minds, express their feelings, and ultimately reveal their pain

points.

Depending on situation, a salesperson should have an arsenal of ready-made questions

that assist and guide their prospects into a buying decision. Some questions are used to

open up dialogue; some are used to attain specific answers; and finally, some are

reserved to propel others into action.

In this e-book, we’ve compiled a comprehensive guide to developing better sales

conversions through asking questions. You will find a complete breakdown and analysis

of more than 25 situational questions you can use right now.

We’ve categorized these questions into four different sections, each with a specific goal

and purpose:

➢ Discovery Questions: get to know the pain points.

➢ Open-Ended Sales Questions: cultivate and direct towards action.

➢ Close-Ended Sales Questions: attain clear and specific answers.

➢ Closing Sales Questions: different ways to ask for the sale.

➢ Answering their Questions: how to respond effectively with questions.

In the chapters ahead, you will find that making a sale is not entirely about “selling” the

product. Nor does it have to do with haggling and negotiating discounts. Asking

questions to reveal pain points and engage in dialogue will help you propel customers

closer and closer to a buying decision. If done correctly, asking for the sale will be the

easiest part!

We hope you enjoy!

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Discovery questions are asked when you want to get to know your customer. They help

to build a relationship and breakdown the any emotional or mental barriers. In a sense,

these questions are allowing you to “discover” who she is, what is her main objective,

and why is she considering to purchase your products or services.

Sales professionals understand that emotions are key to making purchase decisions.

People want to feel good about buying something, but they also want to buy from

people they like. So how do you get your customer (a stranger, in other words) to like

you?

Ask them questions about themselves. It’s the oldest trick in the book. Ask about

them, and they’ll think you’re the most interesting person on the sales floor.

Remember: discovery questions are used to “open up” customers and develop a

relationship in a short amount of time. Their purpose is to create conversation, not to

ask for the sale! Keep your mind away from talking about the product, service or

yourself. Focus on getting to know your customer first.

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How’s your day going so far?

This question is the simplest question you can ask, but it’s also an effective ice breaker

that can lead to a more personal connection throughout your sales call. Maybe they’ll

clam up and talk about the weather, but more often, they’ll open up with some personal

details. Maybe they’ll reveal their enthusiasm about a win by their favorite sports team

the night before, which you can play to later in the phone call. Or maybe they’ll reveal

they have a spouse, or a pet, which could present an opportunity to connect your

product to their specific needs further in the conversation. Listen carefully in these first

few minutes.

What do you look for in ____________?

Once you’ve shaken hands verbally, cut right down to the chase with this question. Ask

your customers directly what they look for in a company like yours. Find out who are

they currently working with, and what they like and dislike about the service or product.

Do they want to work hand-in-hand with you when making decisions, or are they

seeking your expertise and trust your instinct? Gather as many details as possible, so if

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the time comes you’ll specifically know what they want from you, compared to your

competitors.

Do you have any hesitations about working with us, so far?

Heavy! But it’s an important question to ask anyone that’s seeking a professional

relationship with you. Ask this mid-way through a sales call or at the end before you

hang up if you feel the call is about to get left up in the air. If you’re working face-to-face

with a customer, this is a great question to ask if you feel that the momentum is starting

to fizzle. Hopefully, you’ll get a positive outcome from asking this question. If the

response is negative, be prepared to respond. For whatever hesitation expressed, calm

fears with a solution.

Can you explain what challenges

you typically face?

Try to get insight into the struggles your customers

are facing on a regular basis. If you think you can

tackle some of the difficulties they face, show what

you’re going to do to alleviate their struggles and

how you are going to accomplish their goals. If you

can’t, sometimes being honest is a great way to

win business through referrals later on.

Do you want to make any changes as of right now?

Similar to the above question, figure out if you can help your clients improve their

situations. Once you have an idea of what changes they hope to address, identify what

you will do to follow through with your promise. If they’re willing to talk about making

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effective, positive changes, it shows that they’re willing to progress and move their

business forward with you.

What’s your timeframe for making this purchase?

Understanding the amount of time, it will take to get to a decision will better help you

figure out how to pitch your prospect. If you know the sale needs to happen in a quick

amount of time, you can play off that need. If you find that the customer has no need to

rush, you can tailor your sales demonstration to show them the most value over a

longer period of time.

Who else is involved in the decision-making process?

If you don’t know who has the power to make decisions, you might be selling to the

wrong person. The amount of time you spend with leads and prospects is an

investment. Don’t waste your time and effort until you know who will will make the final

decision. However, you might find that there are a few levels of decision-makers, and

you’ll need to vary your pitch to each of

them. If you’re working with a teenager

purchasing insurance for her first car, you’ll

need to sell your services to her. You’ll

likely also need to prove to her parents why

you’re the best insurances sales

professional before anyone commits.

What’s your budget?

Budget is one of the most important things

to figure out early in the sales process. When you know what price point the customer is

comfortable with, you can tailor your approach to meet his or her needs. Plus, once the

budget – or cost of your services – is out on the table, it’s easier to communicate.

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Money can be a difficult topic to discuss, so once it’s brought up, both you and your

client will know exactly where you stand.

If you could make your life easier in one way right now, what

would it be?

This discovery question is one way to find out the pain points of

your leads and prospects. If you’re lucky enough that your

prospect lists multiple pain points, take advantage of this

knowledge. Address all issues they may be facing, and you’ll

convince them that you’re the best person to do business with.

Out of the problems you’re experiencing right now, which is

the one most pressing?

This question can be used as a follow-up to the previous one. If you’re working with a

customer, and they’ve mentioned multiple pain points, it may be tough to know what is

the most difficult challenge he or she may be facing. Instead of guessing or trying to

speak to each issue, ask directly what the biggest challenge is. You’ll then be able to

target your customer’s specific need.

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Open ended sales questions aim to elicit specific responses from the customer. They’re

direct questions disguised as an informal ones. “Open ended” means they cannot be

answered with a simple yes or no. Instead, the questions are framed in such a way

that the customer is required to explain their position.

Often times, these questions focus on gaining emotional responses. For instance, many

open-ended questions will be framed as “How would feel if…” or “What would this mean

to you personally?” You’re not asking the customer to think about or consider the

questions –– you’re asking her how she feels.

Through open-ended questions, you can locate the customer’s pain points without

having to dig very deep or conduct research. You can learn more about her true needs,

wants and values. You will get to know her on a personal level and cultivate an already

established relationship.

Above all, by understanding more about your prospects, you will be able to direct them

toward a better future with your company –– as paying customers.

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Can you tell me about your background?

By asking an extremely open-ended question like this, it will broaden the conversation

to a bunch of different areas. The great thing about this question is that it doesn’t

necessarily have to be about sales. You can get to know this person’s background in

their career, family, hobbies, etc. You’ll get to know the prospect as a human and not

sales bait. Plus, the better you get to know your customers, the better you’ll be able to

meet their needs on the sales floor.

How is business going?

This question seems extremely basic, but will open up a wealth of information about

your potential client. You’ll get to know their current financial position while also opening

up a conversation about their work life (of course, if they’re willing to share a lot of

details). Asking about their work will also give you an insight into their general

perspective. While this open-ended question

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Why did it not work out with the last (product or service) you

used before ours?

This is one of the most important open-ended sales questions you can pose. You’re

basically asking about your competitor in an indirect way which will provide you with a

great deal of information. You’ll learn about the other competing product or service,

what this prospect didn’t care for in it, and what they are looking for from you.

If there were no limitations coming from outside factors, such

as your financial position, what would like the future to look

like for you? What would you change or improve?

Throwing money out of the picture will allow you to get to know a prospect’s internal

values and what they really care about.

Do they simply want you to provide them

with a quality service? What kind of plans

do they have to improve their future, and

how will your partnership with them lead

you there? A lot of the answers you’ll

need are hidden in these kinds of open-

ended sales questions.

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What’s your biggest challenge right at this moment?

Not knowing what challenges face your

customers will leave you pitching in the

dark. If you know what their current needs

are, you’ll be able to sell the right type of

value. In fact, when addressing current

needs, you might be presented with ways

to show how your product or services can

benefit them in the future as well.

When you look ahead 1, 5 and 10 years from now, what do you

see?

When you ask a client about their future, it’ll give you a vision of your relationship with

them. Depending on their answer, you’ll have an estimation of your time, and see if

there is potential longevity with your relationship. Do you see yourself with them in one

year? Five years? Ten? Do you think they can sustain a long-lasting relationship with

you? Asking questions that matter to the “here-and-now” is important, but you don’t

want to overlook the relevance of questions that pertain to the future.

What would our (product or service) mean to you personally?

Beyond spending money, asking about what they will personally gain from you will get

to the core of their wants or needs. Your services to them can be direct—you won’t

have to beat around the bush or wonder if what you are doing is right. Plus, it will show

them that you care about their needs more than just making a sale. When they sign, you

can measure yourself accordingly, as well.

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What are some of your concerns?

Asking a prospect about their concerns will bridge

any gaps for you, in terms of how you would do

business with this particular individual. If you do

things a certain way with one client, you’ll know how

to approach this person. Everyone is different. It will

also allow you to keep track of what you should be

wary of when you do business again with existing

clients.

Is there anything else that you have

on your mind that we haven’t yet covered?

Like any other business meeting, it’s always best to finish off a sales meeting with one

of the most open-ended sales questions. By asking this, you’ll allow your customers one

more opportunity to confront anything they’ve had on their mind but haven’t had the

chance to go over. Sometimes meetings can be overwhelming for clients when they are

shopping around for different options; but this chance will give them a “breather” and

allow them time to reassess their thoughts.

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If open-ended questions are a way elicit emotional responses and explanations, then

close ended sales questions get right to the point. These questions will give you clear

answers. Do they want to purchase your product? Are they shopping around with your

competitors? What do they need to make decision today?

In the simplest of terms, “close ended” seeks to attain clear-cut facts. The questions

begin with phrases such as “Are there any…” or “Will you be…” You are positioning

your customers to provide a direct answer. Unlike inquiries that are open ended,

salespeople won’t need to read between the lines.

Not every close-ended question has “yes” or “no” answer. For example, if your customer

has to choose between two different deals you are offering, ask: “Would you like

package A or B?” Invite specific answers as you are preparing to seal the deal.

Each answer to a close-ended question will help map out a strategy to close the deal

and better ensure the client is happy with the end results. Close-ended questions are

excellent tools to use if you want clear communication throughout the sales process,

which is a “win-win” for all parties.

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Do you like this (new/different) feature that our product

provides?

Selling a popular product with a new, unique feature has its pros and cons. While it

bodes well for many customers, it’s a deal breaker for others who prefer simplicity and

familiarity. Find out directly from your customer if they are on board with this product to

move forward with your sales deal. You don’t want to sell them something if they aren’t

totally comfortable with the purchase.

What were you expecting the price to be?

If price is the one thing holding your customer back, and you aren’t sure how to

proceed, start at the beginning again. Ask your customer what he originally expected

from the price. It’s likely he’ll respond with one certain amount. Once you have that

figure, you’ll be able to adjust your selling to get closer to your customer’s needs.

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Were you satisfied with your last

vendor?

There are some instances where receiving “no”

as an answer is positive. If your customer

answers “no,” you’ll automatically see an

opening for a lead client. She’s in the market

and is shopping around for a business that

offers better services. Now that their past

vendor is out of the picture, you’ll have more

room to swoop in and grab another new client.

Does this make sense?

Always double check that your clients are up to speed on what your deal includes. You

want them to keep up with you so that there are no regrets from either party after the

deal is closed. In the kindest possible way, ask and make sure that they understand

what they are getting themselves into before finalizing a deal.

Can you come in again on Monday or Tuesday?

Here is an example of a close-ended question for a sales rep that does not need a “yes”

or “no” answer. Give them a set number of options so that you know what to expect. In

this case, if a client needs room to think about the purchase, give them a limited amount

of time to meet with you again. You’re giving them just enough options to answer the

question.

Are you ready to move forward (with this transaction)?

Asking to move forward is the best way to bookend a sales deal. Be upfront with them

so that they know you’re serious, and you know that they’re serious about doing

business with you. If asked correctly and courteously, this question will put the right

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amount of pressure on your customer. They’ll want to close a sales deal with you and

feel good about it.

Closing sales questions aim to move a deal forward. You can use them to ask for the

sale directly, or as a “trial question” to lead up to the final stage of the process. Either

way, closing questions are always framed so that it’s easy for the customer to say “yes.”

The only way to close a deal is to ask for it. There is no way around that fact. Unless

she asks you, “can I purchase right now?” you’ll have to ask her instead.

Here’s the main issue: most people don’t know how or when to ask for the sale.

95 percent of the sales process is not “selling” at all. It’s developing and nurturing a

relationship with your customer, understanding her pain points, and educating her on

how your product or service can fulfill her wants and needs.

It’s not magic. It’s not manipulation. It’s just guidance: you walk the customer from

cold to warm to hot. Then you close.

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Most salespeople focus on the end goal (making the sale) rather than the journey to get

there. This mindset usually makes the sales process difficult because they rush to the

finish, long before the customer is ready to make a decision. However, if you arrive at

the finish in good fashion, asking for the sale is the easiest part.

So, what are these closing sales questions?

Before you jump into using these questions, you need to understand their makeup.

Here’s a breakdown of the characteristics that allow

these closing questions to work:

● They’re open-ended. (Can’t be answered

with a simple yes or no.)

● Seek to create dialogue with the customer.

● Aim to elicit emotional responses, not

logical.

● Flexible enough to be used in a variety of

situations.

● Framed in such a manner that makes it easy

for the customer to say YES.

Do you notice anything familiar about these characteristics? They’re open-ended

questions with a specific purpose: to close the deal. Also, in order to be more effective,

it’s best to follow these two rules:

● Always state the customer’s name before asking the question.

● Always repeat back to the customer what they’ve stated as the problem they’re

trying to solve.

Depending on your customer’s answers, you’ll be able to figure out how to proceed.

When he clearly expresses a positive cue to buy the product, it’s time ask for the sale.

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Thanks for sharing your struggles/story about _____. I can see

how that could cause a lot of stress, given the situation. May I

ask your opinion on something? Do you feel our services suit

your needs?

Everyone loves to be asked to express their opinions. It shows that the person listening

holds the speaker’s feelings and point of view in high regard. This type of question can

be used in a variety of ways and at different points in the sales process.

Instead of following up with, “How do you feel we can best serve you?”, you may ask,

“How would you feel if I offered you a discounted rate on our services?” or “What can

we do to make you feel comfortable about purchasing?”

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That’s an excellent point you made. It sounds like you need

extra time to consider our policy agreements. If I could walk

you through and explain the terms in an easy and timely

manner, how would you feel about making a decision with us

today?

Sometimes the best closing questions for

sales are simple templates. The basic idea

here is you’re providing a solution to their

problem. You can utilize this template at the

end of a sale (above example) or towards the

beginning or middle.

You’re giving a reason for the potential

customer to consider further options. This template comes in handy especially when

you know their pain points. You can address those issues directly and ask, in less blunt

terms, “If I made your problems disappear, how would you feel about moving forward?”

Thanks for taking the time to express your concerns for ____.

You’ve made it clear that we can help you achieve your desired

outcomes. Based on our conversation so far, how do you feel

about giving us a chance to do business?

You don’t always have to ask for a direct sale. Sometimes closing questions for sales

are best offered in a softer way. In the example above, the salesperson is asking for the

sale, but lightening the load for her customer by asking how they would feel about the

possibility of doing business.

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You’re giving the customer a reason to say yes. Nobody likes to feel pressured to buy –

not consumers, business owners, CEO’s, or Wall Street brokers. But if you can

communicate the benefits of your product and ask for a chance to show you’re the right

decision, it’s likely going to result in “yes.”

I appreciate your willingness to share and discuss your

experiences thus far. If I could lower the initial cost, how

would you feel about giving us a shot at your business?

If the potential customer took a moment of silence after you told him the price of your

service and then sounded disinterested for the rest of your pitch, this question is a great

way to bring their focus back. Listen to the body language, or “phone language” during

sales calls to identify these opportunities.

It sounds like we’re ready to seal the deal. I’ll get together a

proposal with your suggestions over to you this afternoon. Are

you available at 10am next Tuesday for the kickoff meeting?”

It’s easy to end a call with every ball up in the air, especially when you’re sending over a

proposal that you’ll most likely be waiting on for a day, a week, or longer. How many

times have you written a proposal for a client you knew was ready to sign that day, and

then disappeared after the heat of your conversation was over? Get on his calendar

while you still have him on the phone and set a date for the next step.

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Building an arsenal of questions will help you build relationships, locate pain points,

attain clear answers, and lead customers closer to sealing the deal. But what happens

when they have a stern objection? How can you use questions to better understand

objections and figure out a way to move past them?

There are three common objections customers have when they aren’t ready to proceed

in a sale. While the responses to these objections are best tailored for each customer,

it’s important to have an arsenal of responses for common price objections. How would

you respond to any of these?

● The price is too high.

● We don’t have a budget right now.

● Can we get a discount?

● I’m just looking around.

When a customer asks a question, most salespeople respond quickly with their

answers. This makes sense – you want a happy customer. With price objections, take a

moment to ask questions of your clients instead directly answering. Their answers will

give you much more information on how to proceed with the sale.

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Be silent

If you’ve given your customer a price,

sometimes it’s best to be silent and wait

for their reaction. You may hear an

objection to the cost. Often, we think we

need to respond immediately when

objections are raised. Instead, take a

moment to pause and see if your client

mentions anything the reasons why they

are objecting. Sometimes customers will even object, and if you don’t respond they may

retract their immediate objection, agreeing to pay the original price..

If your customer doesn’t explain their objections in more detail during your pause, take a

moment and ask them to clarify. Try using sentences like, “Could you please

elaborate?” or “Would you kindly explain your thoughts in more detail?”.

Ask more questions

Be direct when asking questions related to an objection. Here are some questions you

might want to consider asking. If these don’t work for your situation, try some of the

questions outlined in the previous chapters.

● How did you arrive at that budget?

● What were you expecting the price to be?

● What are you comparing the pricing to?

● If the price were adjusted, would you be willing to finalize the sale?

When you ask, listen closely to the client. When you receive a clear answer from them,

record or write down their answers to each question so that you don’t forget when it

comes time to close a deal.

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Now that you know what questions to ask, are you prepared to ask them? Here are a

few tips to make sure you’re the best-spoken salesperson.

Be confident

Remember, your customers are coming to you because they have a need that needs to

be addressed. They want the salesperson they work with to

Speak clearly

It’s important to be well educated in your company and product. Use a tone that’s

welcoming, and be as educational about your products and its benefits as possible.

Be respectful

No one likes a salesperson who is too pushy or doesn’t seem to respect a client’s needs

or requests. Respect is an important aspect to the sales process. Show respect by

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being early to all appointments, staying organized, and following up with any questions

or concerns in a timely manner.

Be prepared

Sales is never scripted. As much as you may

have certain expectations, anything can

change at any time. If you’ve been listening to

your prospect, you should be prepared for

any objections they may raise.

Know why you’re asking a

question

Whether you’re getting to know your customer with discovery questions, going in for the

close with closing questions, or using open-or-close-ended questions to move a sale

along, asking the right question at the right time will help you get better sales

conversions. But don’t ask a question for the sake of creating a dialogue. Make sure

your questions help you better understand your customers needs and wants, and you’ll

be closing sales before you can even ask, “Are you ready to commit?”

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About Blitz

Sales Automation Benefits

Blitz was designed to help people and companies that struggle or fail to use technology for

their follow-up with leads, referrals, clients, and past clients. The idea is to be able to

implement sales automation into your marketing and other activity follow-up so that you

don’t have to manually remind yourself to follow up properly and close sales.

Since Blitz is web-based software, it can be accessed from any computer or phone with an

internet connection. Contacts can come from websites, mobile devices, spreadsheets, lead

providers or just entered manually.

Since the follow-up process can vary in duration from type of contact (lead, referral, client

and past client), nurturing contacts is a critical process to master. With a system like Blitz,

the process will be promoted by features like scheduling follow-ups and interactions as

contacts move through the process. Also, within the Blitz lead tracking and sales

automation software you can look across a range of criteria to determine which sales

opportunities are producing the highest close rate so that you can change your marketing

strategy to maximize your sales.

● Referral Follow-ups

● Lead Follow-ups

● Client Follow-ups

● Past Client Follow-ups

Learn more about the additional benefits of the Blitz contact management software online at

http://nowblitz.com.