Your prospect shares, \u201cIt\u2019s a manual process.\u201d<\/p>\n
You reply, \u201cDoes it typically go smoothly? What happens when someone is on vacation?\u201d<\/p>\n
\u201cIt\u2019s a mess! We literally have tickets piling up on people\u2019s desks\u2026!\u201d divulges your prospect.<\/p>\n
Congratulations! You\u2019ve just deepened and broadened your prospect\u2019s pain using the essential discovery skill of Expansion Questions. So, what are they, how do you use them, and when?<\/p>\n
Expansion Questions are a series of interrelated questions designed to span five of the seven discovery skills levels, from uncovering pain to reengineering vision. They are a simple, yet essential skill to master in doing discovery, enabling you to extend, deepen, and quantify your prospects\u2019 pains and related impacted areas.<\/p>\n
Las Preguntas de Expansi\u00f3n aprovechan sus experiencias con otros clientes potenciales y clientes, proporcion\u00e1ndole listas de posibles \u00e1reas problem\u00e1ticas, impactos y resultados que explorar con nuevos clientes potenciales.<\/p>\n
Un ejemplo<\/strong><\/p>\n Let\u2019s return to the conversation above. A skilled vendor and their prospect are talking about the prospect\u2019s current workflow that handles customer requests and issues. Let\u2019s listen:<\/p>\n El cliente potencial comenta: \"Es un proceso manual...\".<\/p>\n El vendedor responde: \"Siento o\u00edrlo, \u00bfqu\u00e9 pasa hoy?\".<\/p>\n Prospect explains, \u201cWell, each request is entered, reviewed, processed, escalated, and closed in a series of steps, with each step done manually by an individual, then passed to the next person in line.\u201d<\/p>\n The vendor asks an Expansion Question, \u201cDoes it typically go smoothly? For example, what happens when someone is on vacation?\u201d<\/p>\n El vendedor sabe, bas\u00e1ndose en experiencias anteriores con clientes potenciales similares, que las vacaciones suelen tener graves repercusiones negativas en estos flujos de trabajo.<\/p>\n El cliente potencial responde: \"\u00a1Es un desastre! Tenemos literalmente billetes amontonados en las mesas de la gente...!\".<\/p>\n El vendedor responde: \"\u00bfQu\u00e9 pasa entonces?\".<\/p>\n Prospect ofrece: \"Como m\u00ednimo, provoca retrasos en el tiempo de respuesta, lo que repercute en la satisfacci\u00f3n del cliente\".<\/p>\n Nuestro vendedor toma nota de que volver\u00e1 sobre esta declaraci\u00f3n de impacto m\u00e1s adelante, pero por ahora se centra en el tema actual:<\/p>\n Vendor asks, \u201cI see\u2026 How many folks are involved on your team?\u201d<\/p>\n Prospect says, \u201cWe have a total of 12 people doing this, and it is far too many!\u201d<\/p>\n Vendor pursues, \u201cUnderstood. And what would you like to reduce this to?\u201d<\/p>\n Prospect states, \u201cI\u2019d love to get this down to two people. There\u2019s plenty on the team\u2019s plate that needs to be done in addition to this process!\u201d<\/p>\n Note that our vendor has quantified a desired outcome \u2013 a Delta \u2013 reducing the number of people in the workflow from twelve to two. Next, knowing that manual processes typically result in errors, our vendor introduces another Expansion Question\u2026<\/p>\n You can enjoy the balance of this article here:<\/p>\n