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NEPQ By Jeremy Miner by Mind Map: NEPQ By Jeremy Miner

1. Extras

1.1. Mindset

1.1.1. Think like a buyer not like a seller.

1.1.2. Selling is the art of finding and solving problems by asking skilled questions and listening for the answers.

1.2. Personalised Intro

1.2.1. You know how a lot of people are looking for new ways to get a consistent flow of warm leads on their calendar? Well, we teach people how to create the kind of engaging content that positions them as an expert and builds trust, so that their potential clients reach out to them when they are ready to do business. Tell me, what do you do?

1.3. Objections

1.3.1. Talk to my Spouse

1.3.1.1. Yeah that's not a problem.

1.3.1.1.1. Tell me, how does your wife feel about your company getting more leads so that you can make more profit in the business.

1.3.2. Why are you asking so many questions?

1.3.2.1. Oh. I'm sorry. Well, the reason I'm asking so many questions is because frankly, I'm not even sure we can help you yet.

1.3.3. Calendar Committment

1.3.3.1. Would it be inappropriate to put a follow up call on the calendar?

2. NEPQ QUESTIONS AND PROCESS

2.1. Two Truths

2.1.1. It sounds like things are going fairly well for you...

2.1.1.1. Is there anything you'd like to change about the way you're getting engagement?

2.1.1.2. Is there anything you'd like to change about the way you're getting inbound leads?

2.2. Probing and Clarifying Questions Use when Appropriate

2.2.1. Probing questions

2.2.1.1. Probing questions

2.2.1.1.1. NAME, I sense you might be frustrated by this.

2.2.1.2. Has that had an impact on you?

2.2.1.2.1. In what way though?

2.2.1.3. How tough a position did that put you in?

2.2.2. Clarifying questions

2.2.2.1. Can I ask you why you... said that?

2.2.2.2. What do you mean by that?

2.2.2.3. When you say that, how do you mean by that?

2.2.2.4. When you say that...Can you tell me more about that?

2.2.2.5. When you say that... How do you mean, exactly?

2.2.2.6. How do you feel about that?

2.2.2.7. Can I ask you why you want that, though?

2.2.2.8. More clarifying questions

2.2.2.8.1. Can you tell me more about?

2.2.2.8.2. Could you elaborate more on that?

2.2.2.8.3. Hold on, I’m not sure I understand.

2.2.2.8.4. How does your spouse feel about that?

2.2.2.8.5. How does your boss feel about that?

2.2.2.8.6. Why do you say that?

2.2.2.8.7. Hold on. Why now, though?

2.2.2.8.8. Is there anything else I should know about that?

2.2.2.8.9. Why do you feel that way, still?

2.2.2.8.10. So what you’re saying is...

2.2.2.8.11. Hold on. Can you help me better understand that?

2.2.2.8.12. How though?

2.2.2.8.13. What do you mean by...?

2.3. Personalised Introduction

2.3.1. Not for inbound calls.

2.3.2. You know how a lot of people are looking for new ways to get a consistent flow of warm leads on their calendar?

2.3.2.1. Well, we teach people how to create the kind of engaging content that positions them as an expert and builds trust, so that their potential clients reach out to them when they are ready to do business. Tell me, what do you do?

2.3.3. 1. Connecting Questions

2.3.3.1. 1. What was it that motivated you to reach out?

2.3.3.2. 2. Just so I understand, what were you hoping to get out of this call?

2.3.3.3. So I was just curious, how did you come across Shay in the first place?

2.4. The Three Paths of the Engagement Stage.

2.4.1. Do you like... (Insert current solution here)?

2.4.1.1. 1. Yes

2.4.1.1.1. Oh, what do you like about it?

2.4.1.1.2. What do you enjoy?

2.4.1.2. 2. No. We actually don’t like it.

2.4.1.2.1. Oh, what don’t you like about it?

2.4.1.2.2. What don’t you enjoy?

2.4.1.2.3. We don’t like....

2.4.1.3. 3. Well, we do, but....

2.4.1.3.1. You don’t sound very sure, what don’t you like about it?

2.5. 1. Situation Questions

2.5.1. Just as "engagement" is the getting to know each other stage before marriage, in sales it has a very similar meaning. Trust only revolves around relationships.

2.5.1.1. The engagement stage is the core of the NEPQ method. It's 85% of the new model of selling.

2.5.2. Your prospects will buy from you first based on your skills of listening, being understanding and asking them the right questions at the right time in that conversation.

2.5.3. Your goal is to help your prospects find out:

2.5.3.1. What their problems are.

2.5.3.2. What caused those problems

2.5.3.3. How the problems are affecting them.

2.5.4. What are you doing now ... ?

2.5.5. What are you using now ... ?

2.5.6. How long have you been ... ?

2.5.7. What got you involved with ... ?

2.6. 2. Problem Awareness Questions

2.6.1. Four Great Problem Awareness Questions

2.6.1.1. Do you like what your......?

2.6.1.2. Why do you like/don’t like....(plug in what they do like or don’t like here)

2.6.1.3. Is there anything else you like/don’t like about......?

2.6.1.4. Why do you like/don’t like.....(plug in what they do like or don’t like here)

2.7. 3. Solution Awareness Questions

2.7.1. 4 Reasons to Use Solution Awareness Questions

2.7.1.1. 1. Prospects tell you what they see as the benefits and advantages of solving their problem.

2.7.1.2. 2. An understanding of how your prospect thinks and feels about their situation and what they are prepared to do.

2.7.1.3. 3. Their ideas become part of the solution and they’ll tell you how the changes will make them feel.

2.7.1.4. 4. They’ll attach their emotions to the outcome of their own problem solving

2.7.2. 6 Questions to get started

2.7.2.1. What have you done about changing this?

2.7.2.2. What have you done to *Plug in their previous answer*?

2.7.2.3. What worked?

2.7.2.4. What didn't work?

2.7.2.5. Why did you work with that company?

2.7.2.6. What criteria would you use if you wanted to do business with somebody else?

2.7.3. Pretend questions

2.7.3.1. Do not say

2.7.3.1.1. When do you want to start?

2.7.3.1.2. How many do you want?

2.7.3.1.3. How many do you need?

2.7.3.2. Ask prospects to imagine the future

2.7.3.2.1. John, how do you see your life being different than it is now?

2.7.3.2.2. So, solving THIS ISSUE... how do you see your life,... maybe being different than it is now?

2.7.3.3. THREE RULES

2.7.3.3.1. 1. Use conditional language

2.7.3.3.2. 2. Remove the sales person

2.7.3.3.3. 3. Remove the company and product name.

2.7.4. More examples.

2.7.4.1. Usually ask 2 or 3 solution awareness questions after we have asked the Problem awareness questions.

2.7.4.2. Kevin, what have you done about it, if anything?

2.7.4.3. What did you find?

2.7.4.4. How did that work for you?

2.7.4.5. What would you do about it if you could?

2.7.4.6. What is that though?

2.7.4.7. What’s prevented you from making a change in the past?

2.7.4.8. What’s preventing you from changing your situation?

2.7.4.9. In which ways would this help you?

2.7.4.10. Are there any other ways you can see this helping you?

2.7.4.11. Why do you think it would be a good time to do this now, though?

2.7.4.12. What would you do to change your situation?

2.7.4.13. What have you done about changing your situation?

2.7.4.14. What would you do about it if you could?

2.7.4.15. Have you been out there looking for anything that would give you what you’re wanting?

2.7.4.16. Why is that?

2.7.4.17. Why is that important to you now though?

2.7.4.18. How do you see the advantages of actually solving the problem?

2.7.4.19. What’s prevented you from changing your situation?

2.7.4.20. What would you do to change your situation?

2.7.4.21. Have you looked for anything that would give you what you’re looking for?

2.8. 4. Consequence Questions

2.8.1. WARNING! (The Story of the Knives!) Understand what your prospect means before you just rattle off an answer. Your previous experiences might not be what your prospect is thinking.

2.8.1.1. How sharp are your knives?

2.8.1.1.1. They're really sharp bla bla bla...

2.8.1.1.2. Clarifying Question

2.8.1.2. Does your company accept returns

2.8.1.2.1. Well, a few years ago we bla bla bla....(This is a no before knowing what the prospect actually means.)

2.8.1.2.2. Clarifying Question

2.8.1.2.3. Oh. Last year we got stuck with a lot of items with torn labels and broken boxes....

2.8.1.3. How to answer in a way that shows you respect the prospects question but you don't fully understand the question. This gives you an opportunity to ask more questions.

2.8.1.3.1. Generally, yes.

2.8.1.3.2. Generally, no.

2.8.1.3.3. It depends.

2.8.2. Average sales people like to use the customers problems in a manipulative way to bully the customer into buying a product or service.

2.8.2.1. Empower the customer to realise that they have the power to change the situation by going with your solution

2.8.2.1.1. Sally, what if you don’t do anything about this and your situation gets even worse?

2.8.2.1.2. Amy, what if the product or service you’re thinking of doesn’t get you the results you wanted? What would you do then?

2.8.3. Two Ways to Sequence Consequence Questions

2.8.3.1. 1. Ask a question that gets them to think about problems they might not realise they have. Sometimes your experience in the industry from customers you've already helped allows you to see problems they might not see yet.

2.8.3.1.1. Example. One of your clients is thinking of leaving your company and going to a competitor.

2.8.3.2. 2. Ask these questions right after you ask a few solution awareness questions because they will always come at that point. Your goal is to get them tp picture in their mind, what will happen if they don't take a pro-active action. Consequence questions will create urgency to get them to change their situation now.

2.8.3.2.1. Have you considered the possible ramifications about not doing anything about your situation, John?

2.8.3.2.2. Have you thought about what would happen if you don't do anything about this, Kevin?

2.8.3.2.3. (Sigh) Jim, I mean what if you don't do anything about this and your heating bill keeps going up the next 3, 6 or even 12 months?

2.8.3.2.4. (Sigh) George, I mean, what are you gonna do if nothing changes, I mean if you keep using this product and you're getting the same results the next three, six or even 12 months?

2.8.3.2.5. More questions to respectfully challenge or motivate your prospects to want to solve their problems, and do that with you.

2.9. 5. Qualifying Questions

2.9.1. Qualifying Questions How important is it for you to...

2.9.1.1. Ask qualifying questions so you don't waste the prospects' time or yours by finding out if they're ready to move forward in the sales process or not. Towards the end of the engagement stage, go ahead and ask a couple of qualifying questions, especially if they haven't been very engaged throughout the conversation. We ask qualifying questions throughout the conversation but there are three main areas of the conversation. Qualifying questions help people to commit. Many of these questions will subliminally qualify them but... Sometime's it's not necessary to ask qualifying questions.

2.9.1.1.1. 1. At the beginning of the conversation if you pick up on clues they might not have the funds.

2.9.1.1.2. 2. During the conversation but before the presentation. These are light, tactful, qualifying questions designed to tactfully motivate them to move forward with you.

2.9.1.1.3. 3. If they haven't been very engaged throughout the conversation.

2.9.1.1.4. 4. If they already seem qualified you could ask a solution awareness question like...

2.9.1.1.5. WARNING! Cardinal sin number 101 in sales. Never start a qualifying question like these examples. This puts the focus on you and your agenda. Now it's up to you to prove with logical facts and features that your solution will work for them. Don't create a wall of sales pressure between you and your client.

2.9.2. Sequencing Consequence and Qualifying QuestionsQuestions

2.9.2.1. Well, based on what you've told me, what we're doing would actually work for you because you know how you're saying right now that your sales are down like 30-40% because the leads you're getting are not very qualified, and it's causing you to feel, I think you'd mentioned, a little bit of stress

2.9.2.2. Examples

2.9.2.2.1. Lead generation Services

2.9.2.2.2. Real Estate

2.9.2.3. Well, based on what you've told me, what we're doing might actually work for you because you know how you said... And because of that it's making you feel .... Well this is what I do and this is how it would work for you.

2.9.2.4. The Transition

2.9.2.4.1. If you say....

2.10. The Engagement Stage

2.11. 6. Transition and Presentation

2.11.1. 1. Briefly summarize the main logical and emotional problems they are having.

2.11.1.1. John, you know how you told me.... (repeat back what they told you they want) and because of that it's making you feel (repeat back the emotions they told you they're having *frustrated, sad, depressed, over my head*)

2.11.2. 2. Briefly explain what you do.

2.11.2.1. Well what we do is...

2.11.3. 3. Go over your solution that will solve their problem

2.11.3.1. And what this means to you and your company is... (here you describe the advantages of your product or service to meet the logical side of heir problem)

2.11.3.1.1. Which will allow you to... (describe the specific benefits of your product or service that will meet their personal side or their emotional side)

2.11.4. 4. Ask a qualifying question (If appropriate)

2.11.4.1. Sally, does that feel... as though it might be, maybe what you're looking for?

2.11.4.1.1. Always ask a probing question at this point.

2.11.5. Addressing Concerns

2.11.5.1. EXAMPLES

2.11.5.1.1. "Objections" are not a rejection of you as a person. DON'T take it personally. DON'Tgo back into selling more. Try to understand your potential customer and put yourself in your potential customer's shoes.

2.11.5.1.2. You have to know what the customer actually means when they throw out an objection.

2.11.5.1.3. These TVs are too expensive for our company to buy in bulk.

2.11.5.1.4. It's just too much for us to pay.

2.11.5.2. Ask More Clarifying Questions

2.11.5.2.1. How did you arrive at that?

2.11.5.2.2. Can you tell me more about that?

2.11.5.2.3. Why do you feel that way?

2.11.5.2.4. Why do you say that?

2.11.5.2.5. Can you tell me what you mean by that exactly?

2.11.5.2.6. When you say that, what do you mean by that exactly?

2.11.5.2.7. I'm curious John, why did you ask me that?

2.11.5.2.8. Sally, can I ask you where you got your information from?

2.11.5.2.9. Be sure to feed back to them exactly what they said to you.

2.11.5.2.10. Never assume that you know what they mean.

2.11.5.2.11. If you understand their objections you are far better prepared to ask them the right questions to help them overcome their concerns.

2.11.5.3. One or Multiple Concerns

2.11.5.3.1. Perhaps there are concerns from outside the scope of your conversation. From the CEO, family members, etc.

2.11.5.3.2. Sally, let's suppose we could resolve that issue with you. I know it's not resolved right now, but let's suppose we could... Are there any other issues you might have that you would want to see resolved?

2.11.5.3.3. Breakdown!!!

2.11.5.4. Addressing Demands

2.11.5.4.1. Repeat what your prospect wants.

2.11.5.4.2. Include here their objection or interest.

2.11.5.4.3. Turn down their request by giving them an explanation.

2.11.5.4.4. At this point you can ask these questions.

2.11.5.5. Diffusing Questions: Helping Your Prospects Overcome Their Concerns

2.11.5.5.1. We have reached the point where prospects will begin to tell you how they feel they can resolve their concern because they are emotionally involved with their problem at this point due to the questions that you have asked them and they are emotionally involved in wanting to solve those problems.

2.11.5.5.2. John, let's suppose it wasn't what you thought it was?

2.11.5.5.3. Sally, suppose you could...

2.11.5.5.4. What if we could...

2.11.5.5.5. Amy, what if you could...

2.11.5.5.6. Example, Health Coaching Services. The client has tried weight loss programs before but he didn't have success because he felt he didn't have the support he needed.

2.11.5.5.7. At this point we are checking for agreement before asking committing (closing) questions.

2.11.5.5.8. We can't AFFORD IT!!!

2.12. 8. Commitment Questions

2.12.1. 4.01 Words that Trigger Sales Pressure

2.12.1.1. I'm just calling to see if you would be interested in...

2.12.1.2. Can I come by and show you what we can do for you?

2.12.1.3. How about we schedule another call to move this forward?

2.12.1.4. I can meet you tomorrow at noon or Friday at three. Which works for you Mr Jones?

2.12.1.5. Do you still want to move this forward?

2.12.1.6. When should I follow up with you to make sure we meet your needs?

2.12.1.7. All of these examples trigger sales resistance.

2.12.1.7.1. Would you use this language with friends or family? Probably not!

2.12.1.8. JUST SIGN THE CONTRACT HERE, SIR!

2.12.1.8.1. This makes the prospect feel like they are getting locked into something.

2.12.1.8.2. Just authorise the agreement here.

2.12.1.9. Adopt a more neutral and natural tone. The goal is to be more human and less salesy. Using these questions diffuse sales pressure. It gives your prospect the message that you genuinely want to see if you can help them. This will make them view them differently from the stereotypical salesperson.

2.12.1.9.1. John, you know what, I love our conversation this is going to work out great for you. Let's schedule another conversation and move this forward for you.

2.12.1.9.2. Mr Prospect, you know, with your permission we can set up another appointment to see if what we're doing would work for your situation. Would that be appropriate?

2.12.1.9.3. Would it be appropriate for us to talk on the phone again to see if we could actually help you?

2.12.1.9.4. Would it make sense for us to talk again to see if what we're doing would fit into what you're looking for?

2.12.1.9.5. How do you want to proceed from here, Mr Jones?

2.12.1.9.6. Where do you think we should go from here?

2.12.1.9.7. What do you see as the next step Mrs Jones?

2.12.1.9.8. What would be the next step, or how would you like to proceed from here?

2.12.1.9.9. Would you be open to having another conversation to see if we could possibly help you?

2.12.2. 4.02 Traditional Closing Questions

2.12.2.1. Are you going in for the KILL? Are you using the Always Be Closing Mantra?

2.12.2.1.1. Old School Guru Quote You gotta close baby so you can make more cake!

2.12.2.1.2. Have you ever considered that in the post-trust era, your prospects can sense when you're trying to push them and close them.

2.12.2.2. ABC Always Be Closing Arrogant Bastard Closing

2.12.2.2.1. The Option Close

2.12.2.2.2. The invitational Close

2.12.2.2.3. The Assumptive Close

2.12.2.2.4. The Choice Close

2.12.2.2.5. The Demonstration Close

2.12.2.2.6. Conclusion

2.12.3. 4.03 Committing Questions

2.12.3.1. Definition

2.12.3.1.1. Commitment is the last of the prospects many logical conclusions in the sales convesation.

2.12.3.1.2. Commitment can take two forms.

2.12.3.2. Examples

2.12.3.2.1. John, do you feel like this is something you can do to get you where you want to go in your life?

2.12.3.2.2. Financial Services

2.12.3.2.3. Life Insurance

2.12.3.2.4. Real Estate

2.12.3.2.5. Calendar

2.12.3.2.6. Start Date

2.12.3.3. Four Ways to Generate Next Steps

2.12.3.3.1. The next steps can vary depending on the situation and in many cases the next step is the first stage of implementation and it requires a series of tasks from both the salesperson and the potential customer..

2.12.3.3.2. If concerns block the next step you'll need to commit to any next step that will keep that dialogue going while helping your prospects resolve their concern by asking your skilled NEPQ questions.

2.12.3.3.3. 1. Actions the potential customer offers to take.

2.12.3.3.4. 2. Actions the potential customer wants you to take

2.12.3.3.5. 3. Actions you offer to take.

2.12.3.3.6. 4. Actions you want the potential customer to take.

2.12.3.4. Final Tips

2.12.3.4.1. Avoid sales pressure. There should be ZERO sales pressure.

2.12.3.4.2. Using mirroring and positive body language.

2.12.3.4.3. Keep checking in with your prospect to make sure any suggestion is appropriate.

2.12.3.4.4. Any conditional decision can be treated as a decision.

2.12.3.4.5. Use the word "agreement" instead of "contract".

2.12.3.4.6. Not "sign the contract", "authorise the agreement".

2.12.3.4.7. Address any other concerns your prospect wishes to discuss.

2.12.4. 4.05 Commitment Stage Summary