Recording Session: Sales Training - Discovery Questions (2023-02-03 10:14 GMT+8)

Sales Training
Discovery Questions

3 February 2023
AGENDA

1. Sales Funnel
2. Consultative Selling
3. SPICED
4. Role-Play
5. Take-home Assignment
Sales Funnel
 Sales Funnel (Loop)

Awareness Education Consider Commit

Onboard Usage Expand Nurture

 Sales Funnel (Loop)
Sally walks to work every morning. The distance is 3 km and the path is filled with
Awareness gravel. Sally thinks this normal as everyone in her kampong has been walking this
distance. Sally is not aware that this is painful.

Sally is now aware that this is painful and educates herself by exploring all options. To
Education overcome her issue, she could (1) cycle a bicycle, (2) crowdfund a kampong bus, (3) buy
a car, (4) ride a horse.

Sally decides that she wants to buy a car. She speaks with different car manufacturers to
Consider consider her ideal car. It is important that she can travel over gravel without having to
send the car to the workshop often.

Sally commits to purchasing Car X because it provides her with a tyre pressure
Commit monitoring function as well as 10 free servicing sessions. Sally is confident that this
commitment will help her and her family.
 Sales Funnel (Loop)
After waiting for 2 weeks, Sally receives her car. She’s excited and goes through an
Onboard onboarding program conducted by the manufacturer. Sally learns that she can do more
than track tyre pressure. Sally is satisfied as she sees value quickly.

Sally uses the car daily. Once in a while she reaches out to the call centre to ask about car
Usage maintenance. Occasionally, her car breaks down but Sally is constantly taught how she
can better maintain her car.

After completing 10 servicing sessions, Sally decides to purchase another 10 sessions

Expand plus conduct a full vehicle overhaul (wallet expansion). She also decides to add nitro cos
her neighbour’s car is faster than hers.

After successfully completing her car upgrade, Sally starts recommending Car X to all
Nurture her kampong friends. Better still, every time she recommends someone who successfully
purchases a car (nurture), she gets a free servicing. Today, Sally’s whole kampong drives
Car X and is happy.
Consultative Selling
 Consultative Sales

1. Ask (the right) questions 3. Educate your potential customer

● Be curious ● Offer insights
● Lead the conversation ● Be the authority

1. Practice active listening 3. Be authentic

● Let the prospects answers guide you ● Have a genuine conversation
● Manage objections well
SPICED Framework
 SPICED

SITUATIONAL Closed ended questions on facts, circumstances, and background details about
your prospect

PAIN The challenges that brought the prospect your way

IMPACT How you impact your prospect’s business

CRITICAL
Deadline to achieve that impact
EVENT

DECISION The process, committee, and criteria involved in purchasing a solution

 SPICED (example)

SITUATIONAL “How are you commuting to work?”

“How much time you spent everyday going and back from work?”
PAIN
“Walking on gravel daily is painful, how are you dealing with it?”

IMPACT “What happened the last time you arrived at work exhausted with sore legs?”

CRITICAL
“What happens if you continue doing this for the rest of the year?”
EVENT

“What is most important to you deciding on a car purchase?”

DECISION
“Do you need a car loan or purchase by cash?”
 How to Use
SPICED to
Capture
Opportunity
Notes

*Now available in HubSpot

“snippet”
 How to Use
SPICED to
Capture
Opportunity
Notes

*Now available in HubSpot

“snippet”
Example of SPICED
 MERCHANT

MANUAL ORDERING PROCESS [TIME & COST]

1. How do you purchase your raw ingredients?

2. How many suppliers are you purchasing from?
3. How much time you / your staff spent doing this?
4. Does that mean on average, it takes you x time [n of suppliers x time spent each] just to purchase raw ingredients?
5. I’m assuming your average salary for your staff is between RM1500 - RM3000, am I right?
6. It seems like you are spending x amount on a monthly basis just to do ordering, what if you can complete this whole
purchasing process within 10 minutes, what changes will it have on your operation and cost?
7. Do you think ordering processing is a very administrative stuff? And you can spend that time on higher value tasks. (new
menu, more customers / sales, etc.)
 MERCHANT

INVENTORY TRACEABILITY [TIME & COST]

1. Suppliers often deliver at the wrong quantity or product, how often does it happen to you?
2. What happens when your receiving order is not the same as your purchase order?
3. How are you currently managing your Inventories, In and Out?
4. Almost all of my clients mention to me that, most of the time they are not sure where the missing inventory went, have
you encountered these as well?
5. That often results in menus not available for sale, how often does it happen to you?
6. Sales forecasting is also something that is tough to manage, and restaurants that I have been talking to tend to
overorder raw ingredients because of this. How much food wastage do you have on a weekly / monthly basis?
7. Understand that your process is purchasing to receive, receiving to usage, and usage + waste to how to to re-purchase,
if you are able to trace and control these whole processes, do you think you will be able to reduce your cost and
eventually increase your profit.
 MERCHANT

HIDDEN FOOD COSTS [TIME & COST]

1. How do you calculate your COGS?

2. How much time do you take to calculate the COGS for one menu?
3. How many menu items do you have in your restaurant?
4. Does that mean on average, it takes you x time [n of menu items x time spent each] just to calculate your COGS?
5. What happens when you use different ingredients or when the price of ingredients is fluctuating?
6. Sounds like you are losing many small dollars which eventually adds up to big dollars. Have you considered a better way
to manage this unnecessary loss?
 VENDOR

MANUAL ORDER PROCESSING [TIME & COST]

1. How do you manage your Sales Orders?

2. How many Sales Orders do you receive per day?
3. How many Sales Orders can per admin manage?
4. How many Admin person do you have currently?
5. Will your Admin person be able to handle it if you suddenly have 50 new orders daily and growing?
6. If all your Sales Orders can be consolidated in one place (no multiple channels), and then you are able convert them directly
into a DO or Invoice with one click of a button, how would it change your business operation?
 VENDOR

PRODUCT AND PRICE UPDATE [TIME & COST]

1. How do you update your customer on the latest products and pricing?
2. How many different sets / tier of pricing do you have?
3. How often do you update?
4. How long does it take for your admin / salesperson to just update your customers on this?
5. Have you considered a way for all your customers to get updated immediately? Like an online catalogue sent to all of your
customers when you only need to update the latest information in one place? How much workload will be free up from the
admin / salesperson?
 VENDOR

SALES & CUSTOMER REPORT AVAILABILITY [TIME & COST]

1. Who generates the Business Reports for your business?

2. What Business Reports are important for you?
a. Sales History
b. Sales Analysis
c. Open Status of Orders
d. Customer Balance
3. How often do you ask for these reports?
4. If these Business Reports are not available to you anytime you need it, how will you notice when things went wrong?
5. How would you feel if you are able to access the report anytime you want?
Role-Play
 Multi Outlet Restaurant

Number of Outlets: 3

Type of Restaurant: Casual Dining

Cuisine: Asian Fusion Restaurant

Number of Suppliers: 30 B2B Supplier

Situation ● 3 outlets, considering to open another 1 soon
● 2 procurement person, 3 outlet manager
● Raptor POS

● Whole day doing ordering ● Complicated to use other Inventory

Pain Pain
● 8% Food Waste from RM40,000 Management Feature
(quantifiable) food cost weekly, RM150k annually (qualitative)

Impact ● Time saved from Procurement person to work on higher value tasks
● Lower Food Wastage to have better cash flow for Supplier & Staff Payment

Critical Event ● Now since they saw the amount lost Compelling ● Considering open another outlet
is huge Event soon which increase the risk of
higher cost

Decision ● Integration Decision ● The Business Owner make the final

(Criteria) (Process & decision after getting buy-in from
the Procurement & Finance Team
Committee)
Take-home Assignment
 TIMELINE
Friday - Tuesday
3 February 2023 - 7 February 2023

● Find a buddy within your team and do role-play among yourself

● Provide a list of SPICED questions towards your Ideal Customer Profile (ICP)
● Fill in the answer of SPICED question in the form of Opportunity Notes

● Each person should have their own set of Q&A

● Submit to your HOS latest by EOD Tuesday (7 February 2023)