Page 71 - engage workbook

8 shape questioning

The 3 Strikes Rule

While the consultant / salesperson should always be mindful of the other person’s
preparedness to discuss a particular topic, we sometimes see the consultants / salespeople
moving on too readily when a buyer does not respond as hoped to video
a particular line of questioning.

For example, the buyer says:
“The market will pick-up at some point and we need to be
well positioned against our competitors.”

We observed the following response:
“Is this issue also on the radar of others or are they very
much caught up with more short term responses?”

In responding this way, the consultant / salesperson does two
things:
1) They redirect a future-positive line of thought around the market picking up
into a current-negative “issue”.

2) They miss the opportunity to expand the conversation.

Instead, let’s try a Paint question:
“In what areas of the business do you think you need
additional resources to gain maximum benefit from the
upturn when it comes?” Strike 1

A positive Paint question, but suppose the response is:
“Honestly, we’re more focused on cost containment at present.”

Now you have a choice. Let the line of questioning drop, or persist.
If you started down this track, you did it for a reason, so maybe
you should be persistent and politely ask a second question, staying with your topic, as
opposed to giving up too easily. You might say:
“I can understand that, but I also think you’re right to
prepare for the market picking up. In which areas of the
business do you see the greatest potential when things
pick-up?” Strike 2

You might get a better response this time. Or you might get another negative response
such as:
“It is difficult to say at the moment because we’re reducing
headcount and destroying some capability in the process.”

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