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Closed Question – Only two possible answers Yes or No                                                                           
• Are you happy to proceed?

Open Question – A question that is designed to give you a longer answer
• How, Who What, Why, When, Where,

Probing Question – Let someone know you listened and are interested in gaining more information
• You mentioned earlier you are looking to buy a new car, which makes are you considering?

Challenging Question - One word questions to challenge an exaggeration
• You never invoice on time.... “NEVER?”

Background Question - Helps you gather basic information
• What led you to make that decision?

Problem Question - Focuses on the other person’s problems
• What type of problem did that cause?

Effect Question – What does this mean
• What will happen if nothing is done about it?

Need Question – Establish how great the need is
• If you gained approval, how would it help you?

Assumptive Questions – Assume the answer (Be careful)
• You obviously felt our recommendations were relevant

Alternative Choice Questions - Offer two choices – Both suiting you
• Would you like delivery in September or October?

Hypothetical Question  – Just suppose scenarios
• If you were to go ahead how would you like to pay?

Rhetorical Question - Requires no answer because the answer is obvious.
• Are you crazy?

You have to develop a mentality that aligns your expectations with reality.

A good way to do this is to remember the SW SW SW WN mantra: 

Some Will, Some Wont, So What, Who’s Next!

Ten questions every telesales manager should ask their team members:
1. Are you always in the right frame of mind to make a call?
2. Does your introductory 10 seconds grab the prospect’s attention?
3. Are you getting put through to the decision maker?
4. Do you know the questions to ask that will make the prospect want to do business with you?
5. Are you sufficiently prepared to handle every objection that presents itself?
6. Do you ensure you have a positive attitude in your voice on every call?
7. Do you know what to say to get the best response from a campaign follow up call?
8. Do you know at least 3 ways to build rapport on the telephone?
9. Do you have a perfected voicemail message that gets potential customers to return your call?
10. How professional, confident and friendly does your phone voice sound on a scale of 1-10?

You have a maximum of ten seconds to gain the attention of your prospective customer!

You must make the most of this time.

Corporate guidelines probably dictate what you have to say initially, so this doesn’t leave you with much time.

Be Creative! Be Assertive! Be Yourself!