NEPQ Basics - New way of selling

NEPQ Basics - New way of selling

First, questions gather, analyze, and diagnose.

They help uncover what their problems are, if any, and find out if they want to ch
analyze and diagnose problems, their causes, and how these have affected pro

Questions involve the other person

It makes them feel that they are part of the process. When they answer you and
by asking additional questions to go deeper in the conversation, you will gain mo
their ideas, comments, and concerns are respected and validated.

Questions internally persuade your prospect.

By answering your skilled questions, your customers experience a very powerfu
automatically feel like taking action now instead of 'someday'. You don't have to
ask your NEPQ skilled questions that I will give you access to and then listen. Y
into buying from you.

Questions put you in complete control of the conversation.

Not for power or manipulation, but for you to keep the sales conversation on the

Questions persuade the other person.

By asking easy to answer questions, your prospect not only tells you what their
problems (what caused them), and how these are affecting them, but most impo
Their answers can give them a different perspective on why they keep allowing
answers internally motivate them to want to change their situation. Your questio
get in touch with their emotional feelings about their present circumstances to w
want to change and they will want to make that change with YOU. They now vie
good doctor or chiropractor does the same thing. He/she does not just walk in th
(their solution) without first asking you questions about your problem, what caus
Why? Because it would be the doctor's answer, not the patient's. The patient wh
knows the circumstances and will discuss them. They know their pain. The patie
they might not know the solution to their problem, but the doctor will. The patient
and because of that will more than likely accepts the prescription (solution) the d
same thing with you, once you break the 'old model' of selling and learn how to c
Your prospects will discuss their situation with you as a 'trusted advisor'. They w
concerns they might have. They get to see problems they never thought they ha
makes them want to move forward with you. And, at the end, they are more likel
offering them, and will purchase what you sell.

Questions reveal consequences

Your questions will open up your prospects to really think about the consequenc
they be affected if they don't do anything about solving their problems?

Questions create value in you and what you product/service.

By asking the right questions at the right time in the conversation, you automatic
what you represent. Your prospects will buy into you first and the strength of how
listening to their answers. Let's look at an example. Say you sell franchises and
show. Someone comes up and asks you to Level 6 tell them more about what y
sales pitch, find out why they asked. Briefly answer the question with your perso
tell them two to three generic problems they would associate to their industry an
those problems. You could say something like this: "Well, you know how a lot of
to get by with the corporate downsizing, the lack of job security, and the higher c
people set up their own franchise business so they can start taking care of them
control themselves" What should you do next? You would IMMEDIATELY follow
situation question such as ... "Tell me what do you do for a living?" You are now
start asking them situation questions about what they are presently doing, how l
like, what they don't like about it, and how they feel about it. If you know the righ
right time in the conversation, they will look very seriously about changing their s
questions create value in you and what you sell. NEVER assume they are lookin
because they approached you. Find out what they are looking for by asking wha
have those problems, what it's doing to them, and whether or not they want to ch
few more ways questions help you out.

Questions get them to become open to your ideas. Y

You can make suggestions like ... "What if it wasn't what you thought it was? Wo
another perspective?"

Questions help your prospects overcome their own concern

This is key if you want to be at the top in sales in the 'New Economy'. When you
concern, instead of handling it like an objection, address them by asking questio
can understand it. And ask skilled questions to help them come up with their ow
concern. I know this is a lot of information, but just know that all the different type
structure will be broken down for you in a easy-to-understand way later on in thi
when to use them to help you and your prospects to clearly see where they are
problems they have.
HOW TO CREATE A PERSONALIZED INTRO
How To Create Personalized Intro

PROBLEM ----- Start with "Well, you know how..." - then add
2-3 generic BIG problems that your solution will solve. Do
not make the problems too long. Short snappy sentences.

SOLUTION ----- Demonstrates how what you do helps

people solve the problems listed above. Use simple
language. "Well, what we do here at_____ is help/What I do
is help people..."

QUESTION ----- Ask something to turn the focus back to

your prospect. Explore and uncover their problems to see if
you can help. The question is to start the dialogue. (I'm
curious, what type of _____ have you got right now? / What
________ strategies are you using right now?)

The 3 Active Listening Skills You Must Know

1. Becoming aware
- Being present and aware allows you to gather information
about what your potential customer says
-- You then track the information they are giving you.
By doing this, the prospect will take you on a tour of their
world
--- If a customer is a regular, you have to write WHAT IS
THE SAME, not just what is different.

2. Be Curious
- Instant "Solutions" to a problem can make people upset
and causes push back. You don't know enough about their
situation just yet.
-- Instead of coming up with a solution to a problem as soon
as it is presented, you should dive deeper into that problem
first in order to fully understand it.
--- The more questions you ask about their problem and how
it is affecting them, the better.

3. Being Acknowledging
- The biggest breakdowns in a conversation is interpreting
what your customer says based on your own experiences,
feelings, beliefs and ego...
-- Before commenting on anything, i.e "you must feel really
bad about that", ask, "So tell me, how did you feel about
that". "I sense that might have made you upset, is that
correct?"
------- Being SILENT & Pausing
When you ask a question, shut up. It's polite and courteous
to do so.

How To Cold Call

Me - Hi, this is Harlan, I was wondering if you could

possibly/maybe help me out for a moment?

Prospect - "Yeah sure"

Me - Well, I'm not quite sure yet, but I was calling to see if
you would be OPEN to looking at any possible bottlenecks
in your business that might be causing you to lose sales,
work longer hours than you should be and miss out on
revenue?
Prospect - "Who are you? What do you do?"

Me - Well you know how a lot of experienced investors and

wholesalers nowadays are spending money on direct mail
and other traditional methods, and are kinda stuck working
inside their businesses, participating in the day to day? Well,
what we do is help those people get a hands off deal
acquisition system so they don't have to work the long hours
anymore so they can work on the business, make more
money, and spend more time with family/friends. Tell me
NAME, what/how do you invest?

Okay, and before I go into who we are, what we do and all

that kind of boring stuff.... It might be appropriate if I knew a
little more about you and what you're possibly looking for, to
see if we can even help you. (You're kind of down playing
yourself here to take tension away and keep the dialogue
going)

For example, what kind of investing do you do right now?

Prospect - "Seriously, who are you?

Me - Oh, I apologize if I have offended you, and I'm not

actually convinced that I could help you yet. It might be
appropriate if we asked each other a few questions to see if
what we do could even help you, would you be open to that
as a possibility?

Prospect - Yeah sure...

Me - Okay, now what ways does your company generate

leads right now? (you're now in background questions)
How To Call Inbound Leads

7FST Salesperson - "Hi Jane, this is Harlan Ryker, I am with

XYZ company, it looks like you responded to an add
yesterday about (INSERT SPECIFIC ISSUE THE AD HIT
ON) - i.e "about possibly having a coaching system to help
your business".

And I should probably start off by asking you, have you

found what you are looking for or are you still looking for a
coaching system to help you in your business?

Prospect - Well, yes we are stil looking

7FST Salesperson - Okay, and II was just curious, what was

it about the ad that attracted your attention? (connecting
question)

Prospect - Well we liked _____, can you tell me more?

7FST Salesperson Problem Statement - "Yeah for sure and

before I go into who we are, what we do and all that kind of
boring stuff.... It might be appropriate if I knew a little more
about you and what you're possibly looking for to see if we
can even help you." (you're kind of downplaying yourself
here to take tension away and keep the dialogue going)

For example, what kind of business do you own right now?"

(Background question)

1. Connecting Questions (Puts the focus on THEM and

THEIR world):
- Have you found what you're wanting, or are you still
looking for _____ (service or product)?
- I was just curious, what was it about the _____ that
attracted your attention?
- Anything else that attracted your attention?

2. Background Questions (What is the prospects

situation - only ask 2-3 of these):
- What are you doing now ____? (What are you doing now
for a living? How long have you been doing it?)
- What are you using now ____?
- Who do you use for ____?
- What type of ____?
- What type of ____ are you ____?
- How long have you been ____? (how long have you been
with XYZ company)
- What got you involved with ____?
- What got you involved in ____?

3. Problem Awareness questions (Do they like their

present situation, what is their past history?)
Usually ask 3-4 or sometimes even more but it is
circumstantial
- Do you like what you're____?
- What do/don't you like about ____?
- Why do you like/don't you like ____? (Plug in what they do
or don't like here)
- Is there anything else you like/don't like about ____?
- Why do you like____? (Plug in what they do or don't like
here)

Insert 2 Truths Question IF appropriate:

- It sounds like things are going fairly well for you, is there
anything you would change about ____ if you could?
- Why would you change that? OR:
- Why is that important to you now though? OR:
- Has that had an impact on you?
- In what way?
- How would you feel being able to do that?
- What has stopped you from getting what you're looking for
in the past?

4. Solution Questions (What would they change if they

could?)

Involves the prospects ideas and allows them to OWN their

problems emotionally. On average you would probably ask
2-3 solution questions during your dialogue. Sometimes you
can ask more depending on the answers the prospect is
giving to you.
- Have you been out there looking for anything that would
give you what you're wanting?

- Have you been out there looking for ____ that would ____?
- What have you done about changing this if anything
NAME?
- What's prevented you from finding ____ in the past?
- How do you see your life being different than it is now?
- You solving this problem, how would it/your life/your
business be different than it is now for you?
- How would that make you feel?
- What would you do about it if you could though?
- How do you see the benefits of you actually solving this
problem?
- What prevented you in the past from changing your
situation?
- What did you find? How did that work for you?

- What's prevented you from making a change in the past?

- What's preventing you from changing your situation?

5. Consequence Questions (What will they do if they

don't change their situation)
Ask 1-2 of these questions
- What if you don't do anything about this problem and the
situation gets worse?
- What if this product/service you're thinking of didn't get you
the results you thought it would?
- Have you considered the possible ramifications about not
doing anything about your situation?
- Have you thought about what might happen if you don't do
anything about this?
- What if ____?
- What are you going to do if nothing changes, if you keep
doing the same thing for the next 5-10 years?
- What are you going to do if nothing changes, if you keep
using the same product/service you're using now for the next
5-10 years?

6. Qualifying Questions (How important is it for them to

change their situation?)
Ask 1-2 of these questions during the conversation,
HOWEVER, they aren't always necessary depending on the
answers to your other questions the prospect gives back to
you.
- How important is it for you to change your situation and
start ____?
- Why is that important to you now though? OR
- How would that make you feel to do that? OR
- How important is it for you to solve this problem? OR
- How do you see this being beneficial to you and your
company?
- What are some ways this could help you?
- If you could ____, what would it do for you personally?

7. Transition Questions (Bringing up the advantages

and benefits of your solution)

- Based on what you told me, what we are doing might

actually work for you, because you know how you said (Plug
in their LOGICAL PROBLEM) and because of that it's
making you feel (Plug in their EMOTIONAL PROBLEM,
feelings) this is what we do ____ (Briefly describe
advantages and benefits of HOW your solution can solve
their problems)
- Does that feel like it might be what you're looking for
NAME? (Qualifying question)
- Why do you feel like it is though? (Clarifying)

8. Committing questions (Commitment to take the next

steps)

- Do you feel like this could be what you're looking for? OR

- Do you feel like this could be the answer for you? OR
- Do you feel like this is something you could use/have/do
that will get you where you're wanting to go?
- Why do you feel like it is though?
- Well, I don't really have anything else to go over with you, it
looks like we possibly covered what you're looking for, really
the next step if we make some type of arrangement for your
(WHATEVER YOU'RE SELLING). I can have an agreement
drawn up for you to okay. You can then do wire or card, and
at that point we will (Tell them the next steps AFTER they
purchase)
- Would that be appropriate or how would you like to
proceed from here?
NTRO

PROBLEM

SOLUTION

QUESTION
… well, if a business has a hard time managing costs, knowing where a project
up to and communicating accurate deliverables to customers, we fill that gap.

… our scheduling infrastructure has all those items integrated in our app allowin
for real time analysis.

… I'm curious, what system are you currently using or what strategies are in pla
that are helping you stay on top of your customers and projects day to day?

All scheduling processes are integrated in the ERP (basically critcal path scheduling)… (production/warehousing)
Schedule fulling integrated.
Stages ~

Questions ~
 tages ~
Connection Stage
Connection Ques: Puts the focus on them and off of you
Engagement Stage
Situation (Background) Ques: Helps you and the prospect find out their current
situation
Problem Awareness Ques: Opens up the emotional door to finding out what
their problems are, why they have those problems and how it is affecting them
Solution Awareness Ques: Helps them see what their future looks like once their
problems are solved
Consequence Ques: Helps your prospect question their way of thinking and
explore consequences if they do nothing
Qualifying Ques: Confirms how important it is for them to make a change and
take action
Transition Stage
Tansition Ques: Transition to presenting your solution
Presentation Stage
Feedback | Agreement: Demonstrates how the specific advantages & benefits of
your solution will solve their problem(s)
Commitment Stage
Committing Ques: Helps them commit & take the next step towards purchasing
your solution

Questions ~

Why do you like / don't like what you're doing?

Is there anything else you like / don't like about what you're doing?

Have you found what you're wanting, or are you still looking for... ?

I was just curious, what was it about them... that attracted your
attention?

Anything else that attracted your attention?

What are you doing now?

What are you using now?

How long have you been?

What got you involved with?

Do you like what your?

It sounds like things are going fairly well for you, is there anything
you would change about ... if you could?

Why would you change that?

Why is that important to you now though?

Has that had an impact on you? In what way?

How would you feel being able to do that...

What has stopped you from getting what you're looking for?
Before we talked today were you out there looking for ways to solve
this problem/issue or what were you doing about changing your
situation?

What have you done about changing this, if anything?

You solving this problem, how would it be different than it is now for
you? What would it do for you personally though?

How do you see the benefits of you actually solving this problem?

What's prevented you in the past from changing your situation?

What if you don't do anything about this problem and your situation
gets even worse?

Have you thought about what would happen if you don't do anything
about this?

Have you considered the possible ramifications if you don't do

anything about this ... ?

What are you going to do if nothing changes, if you keep using the
same product/service your using now the next 5-10 years?

How important is it for you to change your situation and start ... ?

How important is it for you to solve this problem?

Why is that important to you now though?

Does this feel like it might be what you're looking for? Why though?
How do you see this being beneficial to you and your company?

Based on what you told

Because you know how you said

And because of that it's making you feel a little bit of

Do you feel like this could be the answer for you?

Why do you feel it is though?

Do you feel like this is something you can (have, do) that will get you
where your wanting to go?

Well, it looks like we possibly covered what you are looking for.
Really, the next step is to (tell them the next steps). Would that be
appropriate, or how would you like to proceed from here?

The type of questions you ask when starting an NEPQ conversation?

In an NEPQ conversation 80% of the sale is made in the?

1st part of the engagement stage

2nd part of the engagement stage

3rd part of the engagement stage

4th part of engagement stage

5th part of engagement stage

The 3rd part of an NEPQ conversation?

After the Transition stage you enter the?

Goal of the presentation stage

The final part of an NEPQ Conversation

Goal of connecting stage

Goal of situation phase

Goal of problem awarness

Goal of solution awareness

Post consequence formula

Phases ~
Phase 1: Connection Phase
Focus on prospect | Why are you here | What are you looking for
Phase 2: Situation Phase (Background)
What are you currently doing about "…", repeat what they said in Connection

Phase 3: Problem Awareness Phase

What is the problem | How long has it been a problem | What is causing the problem
| What iimpact is the problem having (bus/personal)

Phase 4: Solution Awareness Phase

What is the ideal solution | What tangible outcome happens when the solution is
achieved | What emotional outcome happens | What are you looking for
Phase 5: Consequence Phase
What happens if you don't achieve your goal
Phase 6: Transition Phase
Transition to presenting your solution

Phase 7: Presentation Phase

Present your pillars | Get commitment

Phase 8: Commitment Phase

Helps them commit to take the next step and purchase your solution
Phase 9: Objection Handling Phase

Problem Awareness Question

Problem Awareness Question

Connecting Question

Connecting Question

Connecting Question

Situation Question

Situation Question

Situation Question

Situation Question

Problem Awareness Question

Two Truths Question

Two Truths Question

Two Truths Question

Two Truths Question

Two Truths Question

Two Truths Question

Solution Awareness Question

Solution Awareness Question

Solution Awareness Question

Solution Awareness Question

Solution Awareness Question

Consequence Question

Consequence Question

Consequence Question

Consequence Question

Consequence Question

Consequence Question

Consequence Question

Consequence Question
Consequence Question

Transition Question

Transition Question

Transition Question

Committing Question

Committing Question

Committing Question

Committing Question

Connecting Questions

Engagement Stage

Situation Questions

Problem Awareness

Solution Awareness

Consequence Questions

Qualifying Questions
Transition Stage

Presentation stage

To gain feedback and agreement

Commitment stage

Figure out why they're here

The problem they're trying to solve & what they're doing to solve it

The problem (if they have one), and what the root cause of it is

Once they have a solution, what the tangible & emotional outcomes are. The
emotional driver as to why they want to change & figure out what they really
are looking to achieve

Commitment to change, transition, then commitment to move forward

Connection Stage
Connecting Question 1
Hey <name> can you hear me okay?

It looks like you booked a call recently...about potentially finding out ho

Now... this first call is... is really more for us to find out... you know...wh

So when you went through the video the other day... other than the abi

Connecting Question 2
What were you hoping to get out of the call today just so we understan
otentially finding out how to... how to generate listings...using social media

nd out... you know...what you have done in the past as a real estate agent...and really w

day... other than the ability to possibly get listings using social media... what was it that...

ay just so we understand?
cial media

tate agent...and really what you're looking for.... Um... just to see if we can actually help

edia... what was it that...attracted your attention?

if we can actually help ... cos there's... you know... there's just some people where there
ome people where there's not much we can do for them... you know what I mean by tha
ow what I mean by that
Situational Awareness Stage
Situation Awareness Question 1
What are you currently doing now to..?

Situation Awareness Question 2

How long have you been doing it that way?

Situation Awareness Question 3

What got you involved in doing it that way again?
Problem Awareness Stage

So with the level of business, you're attracting now...Do

you ... do you like... the results you're getting?

Oh, what do you like about it?

So it sounds like things are going fairly well with what you
have in place now... Is there anything you would change
about your lead generation strategy or the result you're
getting if you could though?

Why would you change that?

How long has that been going on for where you...?

Has that had an impact on the growth of your business?

How could that not have an impact on your growth?

In what way though?

With that in mind... how is that impacting you personally

though?

Just so I can see the rationale, besides.... what's the main

reason why you might be looking for outside help, rather
than just trying to figure it all out on your own?
Solution Awareness Stage
Solution awareness question 1
Before we started speaking today... What have you been
doing to actually reach/attain... (__SALES GOAL__)?

Solution awareness question 2

Were you out there looking for ways to generate leads online
and grow the business... Or what have you been doing?

Solution awareness question 3a - IF THEY WEREN'T

LOOKING
Hold on what's prevented you from doing that in the past?

Solution awareness question 3b- IF THEY DIDN'T GO

WITH THE COMPANY
Ok, what prevented you from going with that company?

Solution awareness question 3c- IF THEY WERE

LOOKING
What did you do?

How did it work out for you with that

coach/company/program?

What do you think held you back from having success with
that strategy/approach?

I guess with what you've done previously, what skills or

pieces do you feel were missing IN ORDER to
CONSISTENTLY get you to (__GOAL__)?
Solution awareness question 4 / Ideal criteria

So...let's say you were sitting next to me in my office right

now... along with my marketing team... and we were
planning out a step by step plan to help you get to
(__GOAL__) what do you really feel like you need from me
and the Team.... What would be your... ideal criteria?

Why that's important to you now though?

Is there anything else you're wanting?

Solution awareness question 5 / Income Goal

So with all this, you want to obviously take home more
money. What's the goal, what do you actually want to
achieve?

Okay so you want to make $x,xxx__ is that right?

and what's the timeframe you want to do that in?

What are you at right now?

Solution awareness question 6 - In the industry for a

long time
How long have you been at this level though?

How many mistakes do you have left to make in your

business before it's too late to make a change?

Solution awareness question 7 - What would happen if

they could make a change
So, let's say we're able to come in and level up your lead
generation strategy... like we do with our all of other
clients.... and you get up to $xxx,xxx in profit in the next 12
months... because now you're talking about (more than
doubling, massive growth, the difference of) what you're
putting in your bank account...What would you do with that...
type of money coming in? (logical answer)

So you being able to do that... rather than just wanting to do

that...because those are two different things... what would
that do for you... personally? (emotional answer)

What do you mean by__?

How long has that been going on?

Solution awareness question 8 - How would it be

different
So how would your life be different than it is now though?

Solution awareness question 9 - How far away

Ok so with the processes you have in place now... just be
real with me... how many months or years would it take
before you get to $xxx,xxx... every single year in profit in
your business the way you're doing it now?

Wh's that

Solution awareness - Expanding on question 9 if needed

MENTALITY/UNCERTAINTY
Well, it just depends if you have the right system or not. If
you're generating consistent leads like...our clients and have
consistent branding our clients just go up. They don't go up
and down.

Do you see the difference with that?

TONE IS SKEPTICAL/DON'T BELIEVE THEY CAN HIT

THEIR GOAL
Do you want to be able to do that?
Consequence Stage
Consequence question 1
What if you don't do anything about this though... if you just
keep doing the same things in your business for the next 5
weeks, 5 months, 5 years?

Well, why is that so important to you now?

Why not do it later?

Consequence question 2 / Focused on negative

outcome
Are you willing to settle for that?

Whose decision is it if you settle or not?

So, do you want to change your situation and start making

more money or would you rather stay where you are at?

Why now though, why not just do it later?

Consequence question 2a / Committed to change

So it's important for you to do something then?

Consequence question 2b / I'll figure it out on my own

Well, can I ask you something? How are you going to figure
it out on your own if you keep doing what you're doing?
If you haven't been able to figure it out in the past, how are
you going to figure it out now?
Consequence stage / Qualifying question

So how important is it for you to change your situation

though and start generating more leads so you can sell more
properties ... (repeat back what they wanted)?

So it could be time to possibly make a change?