Transcription of Diagnose - CallSource
1 1 The CallSource The CallSource Prime Solution:Prime Solution:DiagnoseDiagnosePart 1 Part 1 Cast of CharactersCast of Characters Expected credibility Same old .. Exceptional credibility Uncover the reality of the customer s problem Customer fully and accurately perceives all the ramifications of the problemDiagnoseDiagnose Scoping uncover info & data Analyzing calculation of costs Reporting interpretation of findingsDiagnoseDiagnoseHyper qualificationHyper qualificationis a continuation of Discovery Explore Measure Evaluate CommunicateDiagnoseDiagnose Symptom identification Fact finding Estimation Prioritization Decision to change!2 Self Self --DiagnosisDiagnosis Misdiagnose before & after Missed opportunity For us For customer Total cost not establishedPeeling the Onion ..Peeling the Onion .. Pass through the layers of protection Establish the existence and extent of the Questions ExpandersAssumptiveAssumptivePhrased in a way that assumes the customer is capable and knowledgeable.
2 When you put together your disaster recovery plan, which of the potential bottlenecks gave you the most concern? IndicatorIndicator Indicator questions reveal the symptoms; we need to drill down to the source of the problems. We identify the causes of problems by asking questions about their indicators. The causes of a problem are also the cause of the customer s dissatisfaction. The dissatisfaction is the vehicle that drives the decision to Could you expand a bit on .. ? Tell me more about .. You mentioned a concern about ___; Could you walk me through that? Could you help me understand .. ? 3 Next class: 3/20/06 Next class: 3/20/06 Read Chapter 5 (pages 101-123) of mastering the complex Sale. Our focus will be on the cost of the problem. Craft a few questions using the conversation expanders.
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