Dirkjan: Created page with "Problem questions aim to explore problems, difficulties and dissatisfactions that your customer is experiencing with an ''existing'' situation. They are essential to make the..."

2020-08-25T10:27:40Z

Created page with "Problem questions aim to explore problems, difficulties and dissatisfactions that your customer is experiencing with an ''existing'' situation. They are essential to make the..."

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Problem questions aim to explore problems, difficulties and dissatisfactions that your customer is experiencing with an ''existing'' situation. They are essential to make the sale because:
* People only buy if they have needs
* Needs almost always '''start with a problem, difficulty or dissatisfaction'''
* The clearer and more explicit the need, the more likely the buyer is to buy.

The power in problem questions is to:
* '''''reveal''''' the buyers [[Implied Need|Implied Need]]s
* '''''clarify''''' the buyers difficulties and dissatisfations
* '''''Gain shared understanding''''' of the buyers problems
Most essential you need to ''uncover problems'' that you can solve so you can offer something useful to the buyer.
=Definition=
Asking about ''problems, difficulties or dissatisfactions'' that the buyer is experiencing with the existing situation
=Examples=
* ''What makes this operation difficult?''
* ''Which parts of the system create errors?''
* ''How satisfied are you with your present system/suppliers?''
* ''What prevents you from achieving that objective?''
* ''What problems are you experiencing in this area?''
* '''''How long does it take''''' for your current service provider to respond when you have a breakdown
=Impact=
More powerful than [[Situational Questions|Situational Questions]]. People ask more problem questions if they get experienced at selling
=High and low risk areas=
High risk:
# Sensitive areas, where the buyer has a personal involvement
# Recent major decisions, when probing may be seen as presumpuous or critical or where your questions might build resistance against your product.
# Your own product or service, where the buyer already uses your product and asking the problem questions may create/trigger dissatisfaction.
Low risk
# Early in the selling sale, make sure you have established a relationship and the buyer gives signs of wanting to explore together
# In significant areas, which might be important to the buyer
# When you can offer a solution.
=Practical tips=
* Think of your products or services in terms the solve for buyers, not in terms of the details of characteristics that your product possesses|
* '''Do your homework first'''. Prepare your problem questions well.
* '''Do use variety'''. Ask problem questions directly, indirectly and through '''''linking''''' phrases
* '''Do follow up'''. Ask clarifying problem questions when your buyer begins to reveal problems, dissatisfactions or difficulties.
* An important use of problem questions is ''clarifying'' the problems that your buyer identifies. '''''Follow-up questions''''' help you clarify [[Implied Need|Implied Need]]s you should focus on. Example:
** I want to be sure about which kind of [problem] you're having; could you tell me more about [problem]
** How often does [problem] happen? Do you have that trouble all the time or just once in a while?
** It sound like you are quit concerned about [problem]. Is that the issues that concerns you most?
* Asking ''"Why?"'' can help you:
** Better understand the reasons behind the buyers dissatisfaction
** Uncover related problems or effects
* Uncover several problems before asking an [[Implication Question|Implication Question]]
[[Category:sales]]

Problem Questions - Revision history

Dirkjan: Created page with "Problem questions aim to explore problems, difficulties and dissatisfactions that your customer is experiencing with an ''existing'' situation. They are essential to make the..."