Page 67 - engage workbook

8 shape questioning

SHAPE conversations look like this: open and engaging conversations where facts,
challenges, outcomes and next steps are discussed in response to a variety of SHAPE
questions:

This agenda-less presence can be seen, surprisingly, in many
top-performing sales people and client managers.

Stars in these fields do not approach a customer or client with
the determination to make a sale; rather they see themselves as
advisors of sorts, whose task is first to learn and understand the
client’s needs – and only then match what they have to those
needs.

Daniel Goleman, author of
Social Intelligence

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