This PowerPoint presentation provides an overview of the SPIN questioning technique and examples of situation questions, problem questions, implication questions, and needs-payoff questions.

1. i Investigating
questioning
Situation1
Problem2
Implication3
Needs-payoff4
Chapter 7 - Probing: Identifying
Beliefs, Goals & Needs

2. #
1 Situation
• Gather facts
• Develop understanding
of the context of the sale
and collect background
information
• The more Situation
Questions asked in a
sales call the less likely it
was to succeed.
i

3. #
2 Problem
• Investigate customer problems,
dissatisfactions, difficulties &
concerns
• Responses direct you to
prospect’s needs
• Problem Questions require
planning. Work backwards from
the problems your products
solve for a prospect to generate
these questions.
• Uncover several problems
before asking implication
questions.
Rackman, Neil, SPIN selling

4. #
3 Implication
• Link isolated problems by
examining their effect on
customer business and
organization.
• The purpose of implication
questions is to break down
the problems and identify
consequences of those
problems
• Most powerful sales
questions

5. #
4 Needs-payoff
Help customers see the value
and benefits of the solution
for the need.

6. #
1 Situation
#
2 Problem
#
2 Implication
#
2 Needs-
payoff
• How do you
feel a faster
machine will
help you?
• You said a
new machine
would be
really useful,
Useful in
reducing your
• training costs,
or is there
something
else?
• Does your
overtime expense
increase when
your equipment
goes down?
• Are you
experiencing high
training costs
because of the
difficulty that your
employees are
having in
operating your
equipment?
• Are you satisfied
with your present
equipment?
• What are the
disadvantages of
the way you’re
doing it now?
• How difficult is it
to process orders
with your present
system?
• What reliability
problems does
your equipment
have now?
• What equipment
are you using
now?
• How long have
you had it?
• Is it purchased or
leased?
• How many people
use it?
Examples of Questions