These are examples of questions you could use during the discovery. It’s not necessary or advisable to ask all of these questions and they are only meant as examples. If you asked all of these questions, the discovery could turn into an interrogation and scare your clients instead of relaxing them. All questions should be worked into everyday conversation just as you would ask questions of your friends. Give the client time to answer and listen to their answers. There are many more that you can come up with on your own.
When you go on holiday how do you book it? Travel agent__ Yourself__ Friends__?
How much do you normally pay for a room when you’re on holiday?
How do you normally pay for your holiday? Cash or Credit Card?
Are holidays important to you?/ Are family holidays important to you?
How many times a year do you holiday?
Do you normally vacation with friends or family?
Do you think hotel rooms are worth what you’re paying for them?
What do you like about hotel rooms?
What do you dislike about hotel rooms?
Do you and your wife ever take separate vacations?
If you were on a game show and the prize was a free trip anywhere in the world, where would you go?
Would you consider that to be your dream vacation?
Do you think you will take your dream vacation next year?
Will you take your dream vacation in the next five years?
Will you ever take your dream vacation?
Do you have any friends or family that own vacation ownership?
Do you know where they own?
What have they told you about it?
Add at least 5 more questions not in the list that you could use during your discovery.
Questions to get clients in the Holiday Mood
Below are 5 examples that take clients out of the reptilian part of the brain while putting them in a holiday mood. Can you come up with five more?
What’s the funnest thing you’ve ever done on holiday?
How would it feel to be on holiday right now?
What do you like best about vacations?
As your vacation gets closer and the excitement of being there grows, what’is the first thing you want to do when you arrive?
Questions to Find the Dominate Buying Motive
Dominate Buying Motive: In my opinion, the best way to find someone’s dominate buying motive is simply to ask what it is.
At this point in your life what is the most important to you?
In order for you to become a member with us today, what would this program have to do for you?
Three Levels of Questions
First level questions are fact finding questions.
Second level questions are fact and feeling questions.
Third level questions are questions that reveal the Dominate Buying Motive or the emotional reason that people will buy.
First Level Questions are fact finding questions:
Q: Where did you go on your last holiday?
The fact that the guest holidayed in Hawaii will not induce them to purchase although it may bring back some good emotional memories.
Second level questions are fact feeling questions:
Q: What did you like about Hawaii?
A: It was relaxing and the beaches were beautiful.
Still not enough reason to purchase…Third level questions are questions that go to the emotional level. They can reveal the guests Dominate buying motive. It can also help guests sell themselves on their emotional reasons. Its much easier for them to sell themselves than for me to sell them:
Q: What does relaxing on a beautiful beach mean to you?
A: We are so busy at home that we can’t get to spend much time together. If we didn’t get away on a holiday it would start to take a toll on our marriage.
There’s the Dominate Buying Motive. To spend time with the family, in order to avoid a divorce or an unhappy family.
Q: How many weeks a year do you go on holiday?
A: We’ve only gone away once in the past five years.
Q: How did that make you feel?
A: Not good.
Q: do you see your vacations changing soon?
A: Well, we both work log hard hours and if we don’t start getting from the stress we could wind up with dual heart attacks?
In this scenario what is the Dominate Buying motive?
Open Ended vs. Closed Ended Questions
There are two different kinds of questions that we ask during every day conversation. One is called an open ended question while the other is a closed ended question.
Open Ended Question: An open ended question is a question we ask that the person can give a very long answer to. These are great questions to use during the warm up or to get the client talking. An example of an open ended question is: How’s the weather outside? A person answering this question could literally talk for 10 minutes about the weather. It’s a little cold, but the humidity is high so it makes it feelcolder. The smog is worse than it was yesterday but hopefully… and it can go on and on.
Closed Ended Questions: A closed ended question is a question that can only be answered with a yes or a no, and are primarily used during the presentation. An example of a closed ended question would be: It’s really cold outside today isn’t it? The answer is either yes it is or no it isn’t. A professional sales person will use closed ended questions to his advantage. By using the right closed ended questions at the right time, he can lead his client down the road to a sale.
This is a simple concept, but it is the step most often missed in the sales presentation. Information confirmation is simply the process of repeating back to the guest what they have just told you. It allows you to gain agreement as to your understanding of what they said before you answer.
This represents the pivotal point in the sales presentation. It’s the transitional step between listening and selling. It also makes the shift between being attentive to our guests feelings and confirming them. It gains us the right to move from uncovering a problem to earning the right to solve it.
One example of Information confirmation is:
Q: Can we take pets to the resorts?
An average sales person would say, sure you can, or no you can’t. The professional will look at them and say:
Do you want to take your pets with you when you go on holiday?
To which the clients will say:
Yes we do, we love our pets like they are part of our family. Or they will say. Of Course not, I’m allergic to dogs and cats and if you allow pets I can’t purchase.
Make sure you know the reason for the question before you take the time to answer it!