Probe Flow

Asking open and closed probes will typically occur several times throughout a sales conversation. When and what probes you ask depends on what you are looking to achieve. There are no rules on when to ask particular probes however there is typically a flow that leads to a more successful call. At the start of a conversation you begin to “know” the customer by probing to explore their circumstances. From their circumstances, you may realize opportunities to investigate. Then you move onto understanding their needs and confirming needs. Along the way customers respond to your probes and that’s where you’ll react by probing for effect and drilling down to get further information. A customer’s expression of need (I’m looking for XYZ) and a customer’s expression of pain (I worry about ABC) represent opportunities for us as salespeople. It may require more probing to find out the need behind the need or the source of the pain before providing solutions.

Potential Probe Flow

Probe for circumstances - Who are you currently doing business with?

Probe for a need - What are you hoping to achieve?/What are your goals?

Probe for the effect (to create an awareness of a latent need) How do you feel about your current situation?

Probe to peel back the onion - Why is that?/Tell me more about that.

Probe in response to expressions of pain - When you say you don't want to worry, what do you mean?

Probe to confirm a need - Do you want to change that situation?/So what you're saying is....