| CALL SEQUENCE (PIRSMA/PORSIA) | CALL PROCESS (PERFORM) | PRE CALL PLANNING | EXPLORING NEEDS | HANDLING OBJECTIONS |
|---|---|---|---|---|
|
PIRSMA
Planning Introduction Retail Check Sales & Engage Merchandise Action PORSIA Planning Open Re-Cap Sales & Engage Implement Admin
What does PIRSMA or PORSIA stand for?
|
S - Sales & Engage
At what stage of the PIRSMA/PORSIA call sequence does PERFORM come into play?
|
S = Specific…
M = Measurable… A = Ambitious... R = Realistic… T = Timely… It is set during the P stage of the call sequence (Planning)
What does S.M.A.R.T. Objective stand for and at what stage of the PIRSMA/PORSIA Call Sequence is this set?
|
Emotional Needs and Financial Needs
Complete this sentence... We know Customers buy on emotion and justify with logic, so it is important to have an appreciation of both their ................ needs and ............... needs?
|
- Acknowledge & Ask
- Bundle - Counter & Close
What does the ABC model of Handling Objections stand for?
|
|
You are making your presence known, greeting the customer briefly, focusing on a strong connection, differentiating yourself, gaining permission to do your review but you are NOT yet engaging the customer in the call
Describe what you are doing during the I (in PIRSMA) and the O (in PORSIA) stage?
|
PERFORM
Purpose of the Call Explore Needs Respond with Solutions Feedback on Progress Objections Handled Resolve by Closing Make it Happen
What does PERFORM stand for?
|
No it is not...It is not Specific (secondary location for what exactly???) and it is not Timely (i.e. by when?)
Is the following a SMART Objective... and if not, what part/s specifically is missing? "“To gain 1 permanent secondary location beside the express checkout .”
|
Open…Closed…Summary
What are the 3 core Questioning types used in the Questioning funnel and state them in correct order?
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1. Scepticism
2. Indifference 3. Misunderstanding 4. Try On 5. Real
What are the 5 types of objections that you can be faced with? State atleast 3 of them!
|
|
- I have something new to talk to you about today…
- $$$ (money making ideas)… - Last time we met… - Sincere Compliment...
Describe 4 effective ways of "Opening with Impact"?
|
- Benefit = The end result or outcome for people or businesses…
- Advantage = What the feature does, or doesn’t do… Feature = What it is or has in the product/service itself…an indisputable characteristic or attribute
In the 1st R stage of PERFORM (Responding with Solutions), describe in your own words what a Benefit, Advantage and Feature is?
|
- You are clear in your mind with the "WHAT" and the "HOW"
- Satisfy the customer’s needs - Improve results achieved - Save time; make our job easier - Demonstrate professionalism - Personal challenge, sense of achievement etc...
List 3 key reasons why Pre-Call Planning is so crucial to the success of your call?
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1. Discovery Shortcut
2. Menu 3. Tie Down 4. Conditional
Outside of the 3 core types of questions (Open, Closed, Summary), there are 4 additional advanced Questioning types that can be used to more effectively explore and uncover needs. What are they?
|
1. Signpost to the "sale"
2. Indicates progress 3. Highlights important customer needs 4. May be a buying signal 5. Gives us an opportunity to close
Why is it important to uncover "objections" during a call? Give me at least 3 reasons.
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The Retail check should only be commenced after you have completed the Introduction and gained permission to 'walk the store' and certainly before you engage the customer. This is important because it will allow you to reconfirm your objectives set early
When should you commence your Retail Check or Re-Cap and why?
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- Recommendation…..
- Direct Question….. - Assumptive… - Alternative… - Concession… - Immediate Gain… - Risk of Loss… - Summary of Benefits...
In the 2nd R stage of PERFORM (Resolve by Closing), describe 5 of the 8 types of closes?
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1. Objectives: “SMART” – Primary & Secondary
2. Questions to establish needs 3. Benefits of our proposition/product 4. Proof to support benefits 5. Potential objections/problems and their solutions 6. Potential closes
What are the key things we should plan for as part of the Pre-Call Planning Process? List a minimum of 3!
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Menu questions offer the customer choices in what matters most to them. They help the customer feel in control.
Conditional Questions are used to get action or an agreement or commitment to do something in return for something I do for "If I…. Would you
What is a "menu/a la carte" type question or what is a "conditional" type question and provide me with an example?
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- Acknowledge and Ask - Let them express their concern (s). Listen! Validate their concern early on (but don't agree). Ask questions to find out more about how they interpret the issue.
- Bundle - Bundle together the issues so we can agree what we need t
Within our model of handling objections, describe to me each of the 3 key stages you would undertake in dealing with an objection?
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