Don't Get Stuck In Your Script! What You Need Out of the Questions You Ask

All right.

Howdy. Howdy. So I'll give a quick introduction. So my name is Christian. I primarily, for the past three years, have sold coaching. Before that, I sold B2B SaaS. So I've been on a few different offers, specifically when it comes to coaches. So I've worked with, you know, ad outreach, Alec Heck scaling with systems, Ryan Pineda for a bit as well, stock navigators. But the last two years been with Jeremy Minor at seventh level, and then I've also been coaching at seventh level as well. And one of the biggest questions that I keep running into, or one of the biggest things I see people fall into is they're too much in their script and they want to really know, like, how to get out of the script so they can actually listen to what the prospect's saying so we can have better conversations. And one of the biggest things is understanding what do we actually need out of each phase, what do we actually need from our questions and breaking down the discovery process. So what I'm going to do is just take you through what my mindset, what I'm looking for in the discovery process, and then so we have a better understanding of when we can actually move forward. So that way we're not stuck in the script and we're asking unproductive questions.

Okay.

So when we're talking about the engagement stage, the discovery process, it's going to be broken down in a couple of stages. So there's connection, situation, problem awareness, solution, awareness, and consequence. Step number one, and one of the most overlooked phases of the NPQ process is going to be how do I actually connect with the prospect. So, number one, I need to be able to diffuse. I need to be able to lower their guards. If I sound like a salesperson, I'm going to get treated like one. Then from there, I need to put the focus on them. If the focus is on me as a salesperson, I'm in a bad situation. Then I go in convince mode. I need to put the focus on them so we can understand what their actual problems are. And then the last thing is, I need an overarching goal or me personally, I need a problem and I need a real problem. If somebody comes to me like, okay, I want to get better at sales, that's not a real problem.

Okay?

But if they come to me with, I need to work on my tonality to lower people's guardians so I can stop getting objections at the end, that's a real problem.

Okay?

So that's the difference. So you might need to clarify A little bit more in your connection questions to then go into your actual situation. Okay, next is going to be situation. So situation is going to flow right off the back of the connecting. So if we've done connecting right, situation is super, super simple. Now, depending on what you actually sell, it's going to vary. If you sell something that's more technical, you're going to need to understand more of their situation. If you, if you sell something that's not as technical, then you're going to ask less situation questions. Typically when it comes to more B2C less technical things, it's going to be about 3 to 5. When it comes to maybe more complex, you might have to do more. It just really is going to depend on what you need to know. But typically it's just going to understand what their current situation is. Like what are they currently doing for that area that they're looking for help with, how long have they been doing it and what's that, like why? What actually caused them to do it that way? Okay, so that's going to be the basic situation questions. Now again, if you sell something more technical, it's going to be different. Then after we know their situation, we need to dive into what the actual problem is. That's what problem awareness is for. Problem awareness. What we need to get out of problem awareness is we need to understand what problems they're having, how long that they've been having those problems, what's causing those problems, and what is the impact that those problems are having. So this is when we really start to widen the gap in their mind. Now, depending on what you sell, it's going to vary what those problem awareness questions look like. But that's why we need to really understand what we actually need to get out of problem awareness. After problem awareness, then we dive into solution awareness. So a couple things we really need to understand in solution awareness, like what have they done in the past? If they haven't done anything, why haven't they done anything? If they have, why didn't it work? Or what do they need? Additional, what do they actually need? What does that get them tangibly emotionally? Okay, then last is going to be consequence. This one's probably going to be the most important as far as like really understanding and pushing urgency and getting people to create that internal tension inside themselves. I personally like that consequence to be very visual and make sure it hits hard. But it's really just understanding what happens if their situation does not change. Okay, so that's going to be a breakdown of the different Phases there. So that's going to be all of it. Right. So here is, you know, from beginning to end, what that actually looks like and what we need out of each of the individual phases. Why this is important is so we don't have to be a slave to a script and we can actually listen to the prospect. So I might need to ask different type of questions that's not specifically on my script to get the same type of result and get the same type of thing out of my actual prospect.

Okay.

I need to be in the conversation. And the only way I'm able to be in. In the conversation is if I actually understand where I'm going and what I actually need out of each of the different phases so I'm not stuck in the script.

Okay.

So I can actually drop this doc in the. In the. In description, everything here. So you have that and let me know if you have any specific questions on it. Next, what we can do is we're going to dive into the. A coaching session that I had earlier today where we went over this specific concept.

Right.

So you can see it more with role play and live action. I pause. Do. Do you see how, like, that, that question hurt you?

Yeah.

Like, do you. What do you look like at that point? Like, we're kind of taking a step back. He had already told you, you know, he was just wanting more leads, more consistency. So it's like that extra step, like, isn't needed. Now if we want to clarify a bit more as far as, like, what he means by consistency or like, what have you actually seen, like, in your business that would even have you looking for maybe, like, more consistent lead flow? Like there, there are some questions we can ask there to get them to open up more. But, like, that question right there would be taking a, A step back.

Right.

I think I'm more. Yeah, I'm definitely more concerned, like, reading off the scripts, like, look, doing it as like a checklist and not, like, listening to the actual conversation.

And that's why it's important to make sure you memorize the questions. Right. So, like, when you go into it, it's just like we want it to be, like, natural. Like, that's the biggest thing. And then we just need to know what do we need out of the connection phase.

Right.

And then once we get it, we check it off and we can move on.

Okay.

And that would be just to ultimately disarm him, right?

Yeah.

So it's, it's to disarm and we need an overarching goal of, like, what he's actually like looking for.

Okay.

So it's like I need an overarching goal, like me personally. Like I need a problem.

Right.

Then everything else is going to be around that problem.

So even in the connecting, you're looking for a problem.

Yeah.

So I need a problem then I need to understand like, okay, what are they doing about the problem now? And like. And then understand like what's causing the problem.

Right.

So then it's going to make problem awareness like a lot more pointy.

Right.

Like a kill. Like we'll role play real quick.

Okay.

Be the same type of prospect and I'll run you through like what that typically looks like.

Okay. Would it be from the beginning?

Yeah.

Hey kill. It looks like you went ahead, you booked in about, you know, possibly getting some help, you know, increasing your leads, all that fun stuff. Ju. Just so we're on the same page, like what attracted you to want to go ahead and book in the call in the first place?

Yeah, I mean I seen the guy has appointments coming in, so just really wanted to see how I can make that work.

Yeah. Know what it comes. Does for less employments.

Right.

But I guess like for. For you specifically, do. Do you know what type of help you're actually like looking for?

Yeah, I'll just say just, just the consistency when word of mouth isn't. Yeah, isn't. Isn't there for me.

And when you, when you say consistency because that can mean something a little bit different to everyone. Like how do you mean by that?

You know, just word of mouth during those times, the winter, the winter months, and it gets slow a little bit. You know, just having the system there to help me pick up appointments until it gets warm again.

I'm pretty much flowing from there.

Yeah.

So like. Cause like what, what type of process do you actually have in place now to I guess like generate leads like when, when things are a little bit slower?

Oh, I don't have anything. Just kind of why I'm.

I guess like how. How long have you not like had anything?

Since I've been in business, which has been about five years. So kind of.

Yeah.

Kind of wanna.

So.

So I guess like what's actually been coming up for you that like, that has you even maybe looking for something that is more consistent.

You know. Now it's just this has gotten to the point where I need the money coming in during those three months.

Yeah.

Okay, well what like what would change?

New kid, you know, just got married, so, you know, gotta.

Well, congrats. Yeah man. Because like I. I don't want to assume.

Right.

But, like, how often does that happen when things slow down?

I mean, it's usually the winter. Sometimes it creeps into the spring because even to get rolling your spring, it still takes like one or two months. So.

Yeah.

You're like.

Yeah.

And.

And when it does slow down, like, what, like, what impact does that actually have on the business?

Less revenue. Could only hire about one or two guys instead of three, four, five guys.

Yeah. Yeah.

And I mean, I, I run my business. I don't. I don't run yours, but once things slow down, we're not able to hire the guys and I guess, like, how does that actually, like, feel on your end? Sucks, man. Definitely.

Just, you know, you're home, you're there with the wife, can't work. You know, it's just feel stagnant as a business owner.

Stagnant?

Yeah, you just, Just standing still, waiting for. Waiting for. Yeah, waiting for a job to come in instead of, like, being proactive, which is why I want to get help.

Yeah.

No, and I can appreciate that.

Right.

But besides, obviously, you know, just wanting more leads, I guess, like, what would be the. I guess, like, the main reason you'd really be looking for, like, outside help to help you streamline that process rather than just, you know, trying to figure it all out on your own.

I can't.

Like, what.

What do you mean?

I. I can't. I can't get the appointments on my own. I. I need help.

Yeah. Yeah.

Because, like, in those slower months.

Right.

And then from there I can go into, like, actually, like, the numbers. I don't know what the numbers would be like for that.

But.

But do you see how I, like, I took them down? Like, I'm just staying on the actual problem.

Yeah.

Can I, Can I say something?

Yeah.

So I was. I was trying to be combative with you, but it's. It's odd. Like, I felt tension and I wasn't. And I'm just trying to think of something like, I couldn't even be compatible. Yeah, it's hard for sure.

Right?

Like, it's like we do. Like, you want to do it in a way to where again, like, you're in the conversation. I want to listen to what he's actually saying, and then I'm only going to ask irrelevant questions for him that, like, builds that gap in his mind. So it's like, if I already have what I need.

Okay.

I'm not going to go back and then, like, take a step back.

Okay.

Because of what that's going to do, it's going to cause resistance. Why? Because it doesn't seem like you're listening to him. So I feel like, oh, I came here, I need more consistency, more leads. What are you looking to get out of this call? More consistency, more. Right. So it's like, I. I don't. I never want to fall into that trap. So once, like. So that's why it's really important to understand, like, what we actually need out of each phase and connection. I just need a problem. Problem or overarching goal.

Right.

I want to make, I want to scale my business. Fantastic. That's what we do.

Right?

So then it comes down to what has he seen so far that would even make him want to even look into that? What is he currently doing now? And then what are the problems around that?

All right.

What impact is that having on his business? And if you feel confident enough, ask him how it feels. I always like that field question because it really allows them to go below the surface and you can understand what the real problem is.

Yeah, absolutely.

Does that make sense?

Yeah.