Theartofaskingquestions160908 1229039602347339 1

The Rule of Change
SalesChannel Europe
If you do what you have always done You will get what you have always had
2008 SalesChannel Europe SARL. All rights reserved 2
Traditional Execution of Strategy
Make sense of an ambiguous, uncertain situation
Make revisions by incorporating new information that execution has produced
Make choices. What to do. Equally important. What not to do.
Make it happen. Execute for that iteration
SalesChannel Europe
"We must be the change we wish to see in the world."

- Gandhi
2008 SalesChannel Europe SARL. All rights reserved
COMMUNICATION
7
Communicate
10
11
LISTENING
12
Thats the stupidest idea I ever heard!
The Art of Listening

Why Listen?
Uncover needs
Rational Emotional
SalesChannel Europe
Identify Style Create a Positive Impact Learn
4 Levels of Listening:
To Confirm Selectively Politeness To Learn
14
The Art of Listening

SalesChannel Europe
Keep asking questions Ask a lot of questions Shut up and listen Gentile follow-up questions Clarify ambiguity Summarise what you have understood Earn the right to ask PAIN questions When you need help ask for it
Listen for what is different, not what is the same
15
Listen!
16
SalesChannel Europe
17
Communicating with Emotion

Emotion = Energy in Motion
SalesChannel Europe
Speak in
Technicolor
Communicating with Emotion

Energy
Enthusiasm Body Language Questioning Listening Note Taking Sincere Interest Emotions move people to action
SalesChannel Europe
Must have conviction: People make decision based on emotion and justify with rational reasons Must give them both emotional reasons and rational arguments
The height of your accomplishments will equal the depth of your convictions. - William F. Scolavino
LEADING CHANGE
20
MOTIVATIONAL DRIVERS
21
SalesChannel Europe
23
SalesChannel Europe
24
The Psychology of Change*

SalesChannel Europe
Positive
Positive Present
Positive Future
Sustain
Negative Present
Attain
Negative Future
Negative
Change
www.primeresource.com
Avoid
*Source: The Prime Solution by Jeff Thull, Dearborn 2005
Present
Future
25
SalesChannel Europe
Asking Questions in Colour

SalesChannel Europe
White Questions Current situation
Facts, data & information white snow: pure, cold hard facts
Green Questions
Desired situation future state Grass, trees, growth, can become Obstacles important, powerful Dark, night time, cant see in the dark. Turn on the light to see what stands between current situation and desired situation. Feelings fire, explosive color, highly emotional If Stan doesnt do something he wont be able to get there by himself. Stan needs to talk to you.
Black Questions
Red Questions
27
SalesChannel Europe
No one cares how much you know, until they know how much you care.
Ralph Waldo Emerson
28
GETTING RESULTS THROUGH OTHERS

29
Close Knit team
30
Questions Drive Our Actions

Observable Results
The Outcomes
SalesChannel Europe
Behaviours
Our Habits
Invisible
Emotions
What We Feel
Thinking
What We Think
The Conversation Directional Compass

SalesChannel Europe
Philosophical Conversation Directional Compass Problem Focused Solution Focused
Detailed
Asking vs Telling
Ask Tell Quadrants
Ask
SalesChannel Europe
Problem
Solution
Tell
Questions?
SalesChannel Europe
You can tell a man is clever by his answer

You can tell a man is wise by his questions
SalesChannel Europe
Seek first to understand, then to be understood

- Stephen R Covey
QUESTIONING MINDSET
36
Why Ask Questions?

SalesChannel Europe
Uncover needs
Rational Emotional
Identify Style Create a Positive Impact Learn
37
Questions
SalesChannel Europe
Closed Questions: Is Are
Open Questions: Who What Where
Was
Were
When
Why How Tell me about Give me an example Describe for me. Give me a wish list
Have
Has Will Do Does Can Would
Please explain to me
Could
38
Questions, Questions, Questions

Questions Funnel
SalesChannel Europe
Broad Needs
Specific Needs
Leverage Questions
High Yield Needs
Drill down to find those high yield questions

CURIOSITY
40
Why Ask Diagnostic Questions*?

SalesChannel Europe
1. Facts
2. Opinions 3. Feelings
*Source: Based on Diagnostic Selling from the book Exceptional Selling by Jeff Thull, John Wiley & Sons Inc. 2006
www.primeresource.com 2009 SalesChannel Europe. All rights reserved 41
3 - Level Questioning
SalesChannel Europe
Question Area 1
1. 2. 3. 1.
Question Area 2
1. 2. 3.
Question Area 3
2. 3.
42
43
TELL YOUR STORY

44
SalesChannel Europe
Tell me a fact and I believe. Tell me a truth and I learn. Tell me a story and it will live in my heart forever.
Mark Twain
45
CREDIBLE
46
IN CREDIBLE
47
48
Creating Ideas that Stick

SalesChannel Europe
Persuasive (sticky) ideas:

Sticky = understandable, memorable, and effective in changing thought or behaviour
Six Principles:
S U C C E S Simple Unexpected Concrete Credible Emotions Stories
49
Creating Ideas that Stick UNEXPECTED, STORY

SalesChannel Europe
50
Creating Ideas that Stick

SalesChannel Europe
Get People to Act : Remember how SUCCESS helps people to:

Pay attention Unexpected Understand and remember it Concrete Believe and agree Credible Care Emotional Be able to act on it Stories
51
CREATE Insights
SalesChannel Europe
The Brain
SalesChannel Europe
Sales Performance Motivation

David R Ednie President & CEO SalesChannel Europe SARL Ph: +33 676 600 925 Fax: +1 501 639 0126 Email: david@saleschannel-europe.com Blog: http://saleschannel.blogspot.com Website: www.saleschannel-europe.com

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The Rule of Change

Traditional Execution of Strategy

Make sense of an ambiguous, uncertain situation

Make revisions by incorporating new information that execution has produced

Make choices. What to do. Equally important. What not to do.

Make it happen. Execute for that iteration

"We must be the change we wish to see in the world."

2008 SalesChannel Europe SARL. All rights reserved

Thats the stupidest idea I ever heard!

The Art of Listening

Identify Style Create a Positive Impact Learn

2008 SalesChannel Europe SARL. All rights reserved

The Art of Listening

Listen for what is different, not what is the same

2008 SalesChannel Europe SARL. All rights reserved

2008 SalesChannel Europe SARL. All rights reserved

Communicating with Emotion

Communicating with Emotion

2008 SalesChannel Europe SARL. All rights reserved

2008 SalesChannel Europe SARL. All rights reserved

The Psychology of Change*

*Source: The Prime Solution by Jeff Thull, Dearborn 2005

2008 SalesChannel Europe SARL. All rights reserved

Asking Questions in Colour

White Questions Current situation

2008 SalesChannel Europe SARL. All rights reserved

2008 SalesChannel Europe SARL. All rights reserved

GETTING RESULTS THROUGH OTHERS

Close Knit team

Questions Drive Our Actions

2008 SalesChannel Europe SARL. All rights reserved

The Conversation Directional Compass

Philosophical Conversation Directional Compass Problem Focused Solution Focused

You can tell a man is clever by his answer

2008 SalesChannel Europe SARL. All rights reserved

Seek first to understand, then to be understood

2008 SalesChannel Europe SARL. All rights reserved

Why Ask Questions?

Identify Style Create a Positive Impact Learn

2008 SalesChannel Europe SARL. All rights reserved

Closed Questions: Is Are

Open Questions: Who What Where

2008 SalesChannel Europe SARL. All rights reserved

Questions, Questions, Questions

High Yield Needs

Drill down to find those high yield questions

Why Ask Diagnostic Questions*?

www.primeresource.com 2009 SalesChannel Europe. All rights reserved 41

2008 SalesChannel Europe SARL. All rights reserved

TELL YOUR STORY

2008 SalesChannel Europe SARL. All rights reserved

Creating Ideas that Stick

Persuasive (sticky) ideas:

2008 SalesChannel Europe SARL. All rights reserved

Creating Ideas that Stick UNEXPECTED, STORY

2008 SalesChannel Europe SARL. All rights reserved

Creating Ideas that Stick

Get People to Act : Remember how SUCCESS helps people to:

2008 SalesChannel Europe SARL. All rights reserved

Sales Performance Motivation

2008 SalesChannel Europe SARL. All rights reserved

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