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Types of Questions
Connecting Questions
Put the focus on the prospect
Have you found what you're wanting, or are you still looking for... ?
I was just curious, what exactly was it about the... that piqued your interest?
Was there anything else that attracted your attention?
Was there anything else that attracted your attention?
Was there anything else that attracted your attention?
Cold Open Questions
You don't know this person and they did not reach out to you.
How's business with everything going on right now?
How's the last X months/years been treating you at Y company?
I've helped X number of clients hit (desired goal) in (average time) without (pain point).
Is that something that interests you?
With everything going on right now, I'm giving away (lead magnet) that helps (audience) (desired goal) - especially for (common audience topic of interest).
Is that something that interests you?
Just curious - are more interested in X or more interested in Y?
Are you guys doing X or more Y?
Situational Questions
What's the prospects current situation?
What are you doing now... ?
What are you using now... ?
Who do you use for... ?
What sort of... ?
What sort of... are you... ?
How long have you been with... ?
What got you involved with... ?
What got you involved in... ?
Can you tell me about your past experience with... ?
Past Situation Questions
Understand your prospects behaviors & priorities.
Can you tell me some of the things you like and possibly dislike about the agent/company you’re using now?
If you could do this over again (plug in the issue) what would you do differently from before?
What were some of the expectations you had for the agent/company when
you started with them? Have those changed over time? How so?
Can you tell me about the changes your finances have gone through
recently? Have those impacted you? In what way?
Problem Awareness
Does the prospect like their situation & what's their past experience like?
Do you like what your... ?
What exactly do you like about... ?
If you had to find something you didn't like... what might that be?
Why do you like... ?
Why do you not like... ?
... and what else?
Would you be open to sharing with me your top challenges you are having now? Of these two which one is the most
important to solve? Why is it so important to you now though?
What’s causing the problem? Tell me more….
What were your expectations when you went with your current advisor? What results are they getting you? What results do you actually want, if you could get them though? Can I ask why?
What’s your biggest hiccup you’re facing right now that’s preventing you from solving this problem?
If you could change one thing about your advisor, what would that be? Why is changing that important to you, though?
How much time are you spending each day dealing with this problem? If you were able to solve it, what would you be able to
do? What would that mean to you though to do that?
How is the problem affecting your bottom line? In what way?
How are these issues affecting other areas of your life?
Probing/Clarifying Questions
What will the prospect do, if they don't change their situation?
How do you mean exactly?
What’s causing this issue?
What’s causing this to happen?
What’s prompting you to look into changing this?
Can I ask what originally led you to this decision in the first place? What is making it important to you now, though?
Can you be more specific? Give me an example …
What would this do for you personally? In what way?
What are you hoping to accomplish by us possibly working together?
What would it mean for you to be able to solve this problem?
How long has this issue been going on for? Has it had an impact on you? In what way?
Walk me through the criteria you use to make a decision on something like this?
Describe for me what you’re possibly looking for just to see if I could help you
What would it do to you personally if you were not able to solve this problem? Are you willing to settle for that?
Can you give me a specific example so I can understand this better?
Explain that to me in more detail just so I understand …
And did that work?
Can you go over with me the qualities you look for when choosing an agent/company to work with?
If you were able to solve this, what would it mean for you? How would it make you feel though?
Consequence Questions
What will the prospect do, if they don't change their situation?
Have you thought about what would happen if you don’t do anything about this?
What are you going to do if nothing changes, if you keep doing the same thing for the next 5-10 years?
What if you don’t do anything about this and you keep …? (plug in what they said they don’t want to keep happening)
What if you don’t do anything about this problem and your situation gets even worse?
Transition Questions
Based on what you've told me, what we do, 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 the advantages and benefits of how your solution can solve their problem)
Does that feel as if it might be what you’re looking for?
Why do you feel like it is though?
Solution Awareness
What would the prospect change about their current experience, if they could?
Have you been out there looking for anything that would give you what you’re wanting?
What have you done about changing this, if anything?
Have you gotten help with this in the past?
What’s prevented you in the past from changing your situation?
How did that work for you?...
How would that make you feel?
What would you do about it if you could, though?
Relationship Disrupting Questions
If your prospect is working with someone already...
Can I ask how does your ideal situation compare to what you have now with this agent you are using?
Back when you chose to work with that agent/company, what was your selection criteria, if you don't mind me asking? In what ways have your criteria changed as you look at your needs today, though? Mind if I ask what you'd change if you had magic wand?
If you could change one thing about who you use now, what would that be?
So to me, it sounds like things are going fairly well for you with what you’re using now, is there anything you would change
about your (what you sell) if you could?
Relationship Building Questions
Monitor your relationship with your customers.
How do you feel we are helping you the most? Why though?
What type of changes do you feel we could make to help you achieve even greater results?
What goals would you like to see us help you get to within the next quarter/year?
How do you see us being different than your former agent/company you were working with? Why do you feel like we are though?
How could we make your life easier? Tell me more …
What do you feel we are doing the best for you that’s helping you get where you want to go?
Would you be open to giving me some advice on how we could do better for you?
Qualifying Questions
How important is it for the prospect to change their situation?
How important is it for you to change your situation and start …?
Why is that important to you now though?
How would that make you feel to do that?
If you could … what would it do for you personally?
How important is it for you to change your situation and start … ? (repeat back what they want)
It sounds like your frustrated with … (repeat back what they told you they don’t like.) So if you could get what you want, how important is it for you to do that? Why now?
If you could … what would that do for you?
How do you see this being beneficial to you and your company?
Committing Questions
Move the prospect to commit and take the next step.
Do you feel like this could be the answer for you?
Why though?...
Do you feel like this could be what you are looking for?
What specifically makes you you feel it is though?
Really, the next step is we block out some time to go through your (whatever information you need) and at that point we will... (tell them the next steps after that meeting).
Pre-Sales Questions
Use when you're waiting for someone else to join the meeting. (chitchat)
How long have you been with the company?
How has your job (OR responsibilities) evolved since you started here?
What's your favorite part about your work?
What would your customers say is the biggest reason why they do business with you over someone else?
What makes you say that?
Decision Making Questions
Gets prospects in a results-based mindset.
If you can get emotions from your prospect, then value outweighs price.
Can you walk me through the criteria you use when picking an agent/company to solve these issues you had talked about?
How do you measure success with who you use now? (current agent/company)
Let’s suppose you are looking at several different agents/companies who all meet your criteria, including price. How would you then decide what to do?
You had mentioned that the most important thing to you is cost, can I ask how that compares to you actually getting results and being able to solve this problem though?
Let’s suppose we were able to make these changes for you and get you that type of increase - what would you do with all the extra money? What would that do for you personally though?
You had told me that your budget is______ to fix this problem. Can I ask how that was determined?
Do you feel the budget you have been given is sufficient to solve this problem?
Based on what we just went over, what resonates with you the most? Can I ask why?
Tips & Tricks
Turn your statements into questions that involve the prospect and make them feel part of the process
Ask questions to help the prospect overcome their own concerns and objections
Ask questions to get the prospect to think about the consequences of not making a change
Ask questions that help the prospect persuade themselves to make a change.
Create a two-way conversation and avoid a classical sales pitch.
Help the prospect see problems they never thought they had.
Ask questions to help the prospect feel like you are a "trusted authority" or "trusted advisor".
Common Objections
Tips & Tricks
Objections are only concerns a prospect has.
Objections can arise from not asking the questions, in the right way.
Do NOT take objections personally.
Use the same words the prospect does.
Labeling negative emotions, defuses negative emotions. ("It seems like, feels like, sounds like..").
Clarify the objection - Discuss the objection - Diffuse the objection.
Never agree to being available outside of your working hours.
Nothing late at night and no weekends. If you don't agree to this, your perceived value will drop like a rock and you'll be commoditized, "just another salesperson trying to sell something they don't need."
"I need to think it over."
What they really mean: "I have real concerns and feel sales pressure, but I don't want to tell you"
Why did they say it: You have not asked the right questions at the right time to help them clearly see what their problems are, the root of the problem, and how it will effect them if they don't do anything about it.
How to respond:
You: "No problem! What's your timeframe on getting back to me in the next day or two so I can see if I'm free?"
Schedule a time
You: "Before I jump, can i ask what you were wanting to go over in your mind? Just so i know what questions you might have when we talk on -scheduled time-"
Hopefully, now is when they tell you the real concern they have.
Label their concern (clarify), ask a diffusing questions, then talk about it like two friends figuring out an issue.
How to prevent it: Asking the right questions will get the prospect to tell you why they need to change their situation now.
Which questions to use: Clarity & Transition
Tips & Tricks
Create a gap in their mind between where they are now (current situation), compared to where they want to be. Gaps can only be created by the questions you ask. Having an intimate understanding of your audience will help you word your questions in a way the prospect emotionally agrees with you and creates urgency.
When you can explain someone's problem back to them in a more clear way than they could explain to you: you win.
"Can you send me references?"
What they really mean: "I don't trust you."
Why did they say it: They don't trust you can get the result they told you they want because you didn't ask questions that create certainty you are the expert and trusted authority in their mind.
How to respond:
You: "Yeah, no problem! Just out of curiosity, though, what would you like to ask them when you reach out?"
Variation
You: "Yeah, no problem! So I send the right people your way, though, mind if i ask what questions you have for them?"
Prospect: I just want to know...
You: "Gotcha - and when do you think you'll reach out? I just want to give them a heads up, hopefully they're available for you."
Prospect: "maybe tomorrow?"
You: "Sweet, I'll shoot a message to them! Real quick - lets pretend they said incredible things about how we solved the same sort of situations you're having.. where do you think we should go from there?"
How to prevent it: Using the same language the prospect does, talking about situations the prospect might be in right now, telling stories of past clients with the exact same issues and how you solved them.
Which questions to use: Situational & Qualifying
Tips & Tricks
If you just give out references without a commitment on what the next step is after talking to your references -- you'll probably never hear from the prospect again.
"Can you send me some information?"
What they really mean: "I don't know if I actually want to change my situation"
Why did they say it: Often times a knee-jerk reaction
How to respond:
You: "Sure! Just so I put the best info together, what specifically are you wanting to see?"
Prospect: I just want to see how you ...
You: "Got it - and who/what are you using now for... ?"
Prospect: xyz
You: Situational questions to uncover their problems and engage with you.
How to prevent it: No good way to prevent this one besides qualifying leads harder, which introduces more friction points.
Which questions to use: Situational & Qualifying
Tips & Tricks
Figure out if the prospect is serious about changing their situation before sending anything.
Find out what the prospect wants to talk about before getting on a call.
"Can you call me later?"
What they really mean: "I'm not interested in talking right now."
Why did they say it: Busy or they are not interested in the conversation.
How to respond:
You: "No problem - if it helps, Ill give you my number and just text me later today to see if I'm available for you - fair enough?
You: "...and just real quick, what's your timeframe on getting back to me later, just to see if I'm going to be around?"
Prospect: I don't know.. probably some time next week honestly.
You: "Ahh alright, well, possibly I suppose - it might be harder to randomly get a hold of me with my schedule - how about this, if you have your calendar with you, Ill pull up mine so you can book a specific time with me and then you won't have chase me down and vice versa... fair enough?"
How to prevent it: No good way to prevent this one.
Which questions to use: Committing questions
Tips & Tricks
Asking the prospect what their timeframe on getting back to you increased your perceived value and trusted authority.
If the prospect doesn't call you back on the scheduled time -- wait 2 or 3 minutes -- call twice, leave a voicemail, and a text; "Hey <prospect> its <your name>, we had agreed to chat today at <time> - I hope everything is okay on your side, give me a call when you're free!"
"I need to talk to my spouse/partner."
What they really mean: "I have concerns and I don't want to tell you"
Why did they say it: Your questions are not pulling any emotions that help the prospect see their problem and/or they genuinely just discuss these topics with their partner before making a decision.
How to respond:
You: "Haha, smart - I do the same thing. How does your spouse feel about ...? (repeat what they said their goal was)
Prospect: They probably would feel...
You: "Hmm.. well - what will you do if you go to them and they don't want you to ... ? (repeat the benefit of your offer, and what they said they wanted)
Prospect: *answer*
You: How will you ... (repeat what they said they wanted) if they don't let you get the funds so you can XYZ (repeat the end result they want)?
Prospect: *answer*
You: Clarity & Probing questions
Prospect: *answer *
You: "I understand -- what's your timeframe on getting back with me in the next day or two just to see if I'll be available for you?"
Prospect: I'm not sure, ill call ya in a few days
You: "ahh well I'm not sure if I'll be randomly available like that with my schedule.. What I can do, if this helps, is if you've got your calendar on you, I can pull up mine, so you can book a specific time in the next few days, that way you don't have chase me down and vice versa, fair enough?
How to prevent it: No way to prevent this, but asking about their decision-making process early on is helpful.
Which questions to use: Clarity & Probing
Tips & Tricks
Sometimes, whatever their spouse/partner would say, is the real objection. "
"What do you think they would say?"
"Oh, probably that its too expensive" <- that would be the real objection.
"I don't want to commit to anything."
What they really mean: "I have concerns that I don't want to tell you."
Why did they say it: Something you said or did not ask is causing uncertainty in their mind and triggering them to say this to you.
How to respond:
You: "How do you mean?"
Prospect: I want to see if the market turns around
You: "Ahh gotcha. Can I ask you something though?"
Prospect: Sure
You: "Okay, going off script here... how would I be able to communicate to you, that you may be making the wrong decision, without upsetting you?"
Prospect: ... I won't get upset.. What were you thinking?
You: "Well, you told me you wanted to ... (repeat what they want), and you're having a hard time ... (repeat their current problem), which has caused you to miss out on (repeat the pain of not solving the problem), right?..."
"I guess what I'm thinking is: would it be more risky for you to get the funds together to solve this, be able to (repeat what they want) and (positive outcome of solving the problem)...
OR
"Would it be more risky for you to just sit tight and see if the market turns, all the problems stay the same, you (repeat their current problem) and (repeat the pain of not solving the problem), like you said..."
"What do you think?"
How to prevent it: Having an intimate understanding of your audience goals and current situation, to know how to ask questions using the right words that gets the prospect to trust you're the authority that can help them achieve their goal.
Which questions to use: Clarity & Situational
Tips & Tricks
"I don't want to commit anything" is not an objection, so you need to clarify what they really mean by this statement.
"I've tried XYZ they just haven't worked for me!"
EX: strategy, plan, program, process
What they really mean: "I'm afraid of getting stuck with something that doesn't meet my needs"
Why did they say it: They've had negative experiences XYZ in the past and are hesitant to try again.
How to respond:
You: "Wait, when you say XYZ didn't work for you, what XYZ did you try?"
Prospect: *answer*
You: "Ahh.. and specifically, what parts of those do you feel didn't work for you?"
Prospect: They/it didn't do this or that
You: "hmm.. were other people getting results or do you know of other people getting results?"
Prospect: Yeah i know some people getting results but *excuse*
You: "Ahh I totally get that... So if you know other people that were/are getting results, what do you think held you back from the same sort of result?"
Prospect: Well I wasn't a fan of ABC and then my wife/friend/cousin and I blah blah blah
You: "Ok got it, so ABC is important to you?"
Prospect: ..yeah!
You: Got it - and what else?
How to prevent it: Ask about their past experiences to understand their concerns early on in the conversation.
Which questions to use: Clarity & Situational
Tips & Tricks
When they tell you the last thing they got involved with didn't have great X, do NOT say "Oh don't worry, we have the BEST X here, that wont happen!" That's what every sales person has ever told them.
Do whatever you can to NOT sound like every other sales person they've ever talked with.
"This is just too expensive!"
What they really mean: A million different things...
Why did they say it: A million different reasons...
How to respond:
You: "How do you mean by it's too expensive?"
Prospect: Well, this other thing I'm looking at is only X price...
Prospect: Well, actually I just don't want to spend the money...
Prospect: Well, actually I just literally don't have the money...
Prospect: Well, this will be to expensive when we're also doing XYZ.
Prospect: Well, when we add X on Y date like we planned, this will be too expensive.
Prospect: Well, the most we could pay for this is X a month max and you're quoting Y a month right now.
Clarity, Situational, Probing, Consequence questions
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How to prevent it: Ask about their budget and priorities earlier in the conversation.
Which questions to use: Clarity, Situational, Probing, Consequence
Tips & Tricks
Your questions should bring to light what it will cost to not make the decision now.
Asking skilled questions about their concerns will help you get more specific information on their REAL concerns. When you know what the real concern is, you can begin finding a solution.
Your questions can help prospects think and overcome their own concerns.
Defuse concerns with: "If there was a way you could... Would that help you?"
"We don't have the money for this"
What they really mean: A million different things...
Why did they say it: A million different reasons...
How to respond:
You: "Got it - well, let me ask ya.. if you did have the money/funding, would this be something that would work for you?"
Prospect: Of course it would
You: "Mind if I ask why you feel it would work for you?"
Prospect: Because of XYZ... but honestly, we don't have the money..
You: "I hear ya, it sounds like the money is the big sticking point for you right now... How do you think you can resolve that where you can find the money so you can (repeat what they said they want)?"
How to prevent it: Ask about their budget and priorities earlier in the conversation.
Which questions to use: Clarity, Situational, Probing, Consequence
Tips & Tricks
You want to steer the conversation so that if they don't figure out a way to find the money, they won't get what they need; they will come up with a solution to be resourceful.
If they cannot get resourceful: "What other paths do you have to find the funds so that (repeat something they said they wanted)."
Make it clear the only way to get what they want, is for them to find a way to get the money using consequential questions.
"How can I trust you?"
What they really mean: "I don't know you and I'm concerned about your credibility and reliability..."
Why did they say it: You're a stranger still.
How to respond:
You: "Haha totally understand that, and I appreciate the bluntness; can I share my experience and credentials real quick? "
Prospect: Sure...
You: "I've been in the (industry) for X years and, specifically, my job is helping people get/do/experience/achieve/have (desired goal) without (negative risk) so you can (positive experience) and (most important outcome)"
Prospect: Yeah, I've heard all that before...
You: "I'm happy to share some references if that would help?"
Prospect: Sure...
You: "No problem! Just out of curiosity, though, what would you like to ask them when you reach out?"
Variation
You: "Yeah, no problem! So I send the right people your way, though, mind if i ask what questions you have for them?"
Prospect: I just want to know...
You: "Gotcha - and when do you think you'll reach out? I just want to give them a heads up, hopefully they're available for you."
Prospect: "maybe tomorrow?"
You: "Sweet, I'll shoot a message to them! Real quick - lets pretend they said incredible things about how we solved the same sort of situations you're having.. where do you think we should go from there?"
How to prevent it: Social media content showcasing your life and work.
Which questions to use: Situational questions
Tips & Tricks
When people say they don't trust you -- it's not a reflection of you. Try to empathize with them understanding they likely have specific reasons for being careful.
Usually, the bigger the bank accounts, the more touchpoints needed for building trust.
You can build the 'know, like, and trust' factor through your social channels by posting about your life; what's a hobby of yours, what's something you love, how do you make your money, and what's a big goal of yours?
Prospecting in Action
These questions should be adapted and modified to fit your audience & offer.
1. What is the Goal?
*Keep asking questions until you get a specific number.
*This number will be used as an anchor point later on in the conversation.
Why Do We Ask: Most people lack clarity on their goals, which hinders their progress. By asking 'what's your goal?' and drilling down to a specific number, we help prospects gain clarity on what they truly want to achieve.
_________
Consider: Their initial goal might be to hire 5 new workers, but -actually- that's just a means to an end. Through skilled questioning, we uncover the true goal: 'I need to increase revenue by $60k to afford new hires and achieve a better work-life balance and spend more time with my family."
_________
You: "So what exactly is your goal here? Where are you trying to grow to this year?"
Prospect: I want to earn 10 new clients
You: "Got it - and how much would you expect to make from 10 new clients?"
Prospect: $150k
You: "Alright - so you need 10 new clients to make $150k"
Prospect: Yes
You: "Would you be fine making $150k from 5 clients?"
Prospect: Sure
You: "Alright, so it sounds like the overall goal here, is for you to make an extra $150k this year, right? "
Prospect: That's right!
2. Where Are You Now, in Relation to that Goal?
*Keep asking questions until you get a specific number.
*This number will be used as an anchor point later on in the conversation.
Why Do We Ask: We need to know exactly where they are, so we can begin to create a mental gap between where they are currently and where they want to be. This question also rolls smoothly into the next one, maintaining a very conversational attitude to this whole process.
_________
You: "Alright, so the goal is extra $150k this year.... where are you at right now? "
Prospect: What do you mean?
You: "Well, how much would you say you've made in the last 6 months? In terms of cash..
Prospect: $30k
You: "Got it -- you want to hit $150k and you're at $30k right now"
3. What's the Hiccup?
*Figure out what's stopping them.
"What's not working quite right?"
"What's getting in your way of hitting that goal right now?"
NOTE: We would not recommend using the word 'obstacle'
Why Do We Ask: We need to know what they think is the main problem. Their answer will also gives us some insight into how they view different strategies and processes.
_________
You: "Got it -- you want to hit $150k and you're at $30k right now"
You: "So what's not working quite right? What's getting in the way?"
Prospect: I'm not booking enough calls
You: "hmmm -- on average, how many calls are you generating a month right now?"
Prospect: Maybe, like, 10
You: "Nice! How much are you making on average off those 10 calls?"
Prospect: I can usually close at least 3 or 4 and on the low end, maybe make $10k?
You: "Got it - so to make the $150k, we need to be booking 2x or 3x more calls, if your sales conversions stay the same, right?"
Prospect: Yup!
4. What Have You Tried So Far?
*Keep digging until you have specific strategies or examples.
*This is a very important question to ask.
Do NOT offer solutions right now.
Get as much information about their past experience as you can.
Why Do We Ask: We have to know what they have tried already, so we know how to reframe our offer or simply make a different offer.
_________
Consider: If the prospect tried Facebook Ads, but they were not successful - and you don't ask what they have tried in the past - and then offer Facebook Ads to them, you've lost credibility.
If your offer is something they tried and failed at - reframe the offer to put the blame on the person/company/process they were using: 'Ahh, yeah most people get these things wrong, its not your fault ...'
_________
You: "Got it - so to make the $150k, we need to be booking 2x or 3x more calls, if your sales conversions stay the same, right?"
Prospect: Yup!
You: "What are you doing right now to book those calls?"
Prospect: I tried Facebook Ads, I tried posting online, I tried sending emails - nothing works, I wasn't able to book any new calls, everything comes from referrals right now.
You: "Hmmm - alright"
5. Have You Gotten Help for This in the Past?
*Keep digging until you can get some specifics.
Why Do We Ask: To see how big of a priority it is to solve this problem - if they are coachable - if they got burned by another company in the past - gauge their available time and resources dedicated to solving this issue - and get more information on their mindset towards 'help.'
_________
You: "Have you ever gotten help for this in the past?"
Prospect: Yes
You: "Can you give me a specific example so I can understand better?"
Book the Call
*Stay casual, conversational, and friendly
You: "Can you give me a specific example so I can understand better?"
Prospect: I signed up for a coaching program in the past, but then my wife had a baby and we were moving to a new state, so I couldn't really take advantage of it.
You: "Gotcha - totally understand"
You: "Honestly, I think its worth a chat... I can take a peek at what you've got going on right now, try to find a few gaps - then ill just show you what I would do/what's been working for me. Fair enough? "
Prospect: Sure, sounds good
You: "Cool, do you see a time on this calendar that works for you?"
NOTE: Make sure they book that day - follow up within an hour or two if they do not
IMPORTANT NOTICE: The sales statistics presented on this website pertain to individual sales outcomes and marketing achievements. It is essential to recognize that these figures are not representative of typical results, and we are not suggesting that you will replicate them. Our advantage stems from having engaged in financial marketing for over 5 years and building a massive log of data as a result. It is important to note that the average person who acquires any "how-to" program may not diligently apply the teachings, and therefore, we cannot assure any specific outcomes. These references are provided purely for illustrative purposes. Sales results will inevitably differ and will be influenced by numerous factors, such as background, experience, and work ethic. All business endeavors involve risk, as well as significant and sustained effort and action. If you are unwilling to accept these conditions, this opportunity may not be suitable for you.
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