Discovery

Discovery

Jason Gurgal

© SAP AG 2009. All rights reserved. /

Discovery

Sherlock Holmes Video: http://www.youtube.com/watch?v=F5sNwf9IyYc


1. Tips for questioning

2. Areas to investigate

3. Role Play

Agenda


Discovery

Goal: Uncover a potential customer’s goal or problem.

Benefit: Makes the sale easier. Customer can easily see the value Can create a sense or urgency around the problem/goal Shows trust and putting the customer’s best interest in the forefront Ensures we are positioning the correct solution Reduces unexpected obstacles and objections


Questions(types of questions, not question period )

3 Types of ways to pose questions:

1. Open QuestionsEx. What are some challenges your organization is facing?

Pros:– Customer’s feel safe; able to discuss anything– Good initial questioning– Gain lots of information

Cons:– Conversation may not go where desired– Easily get off track or unfocused– Obscure real issue




2. Framing Questions Ex. How do you deliver information to your business users today?

Pros:– Customer is free to expand and give additional info– Helps keep the conversation focused– Allows you to explore and emphasize key areas– Customers still feel relatively safe

Cons:– Determining the topic of focus




3. Closed Questions Ex. Do you need to pull information from multiple data sources in a single view?

Pros:– Short specific answers (Yes/No, Numbers, etc..)– Great to use to drill down or qualify– Excellent for ensuring clarity and understanding

Cons:– Puts the customer on the spot– Customers may feel pushed




1) Open QuestionsEx. What are some challenges your organization is facing?

Great for starting conversations.

2) Framing QuestionsEx. How do you deliver information to your business users today?

Great for keeping the conversation focused.

3) Closed QuestionsEx. Do you need to pull information, from multiple data sources, in a single view?

Great for quantifying things, ensuring comprehension and drilling down.


Frame, Diagnose & Confirm

According to HuthwaiteFeatures, advantages and benefits in a sales discussion each produce a different behavioral response.

Selling Features – Gets price concerns Selling Advantages – Gets various objections Selling Benefits – Gets support & approval

Frame, Diagnose & Confirm Allows us to help the customer build a vision they own Shows the benefits of our product mapped directly to their goals or challenges


While doing _______Would it be helpful______ (You, team, etc…)If they could do ________

When working on _____How much time could_______ (You, team, etc...)Save if they were able to do ______

ENTER THE FRAMING QUESTION

Diagnostic Questions Usage Scenarios

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Recap: “So your current situation is…” Confirm SOLUTION: “If you had (capabilities)…could you then (achieve Goal)?

What capabilities will you need to ENTER FRAMING QUESTION

Event:Question:

Player:Action:

Event:Question:

Player:Action:

Frame, Diagnose & Confirm (Take Away)

What are your current operational requirements and how are you keeping them under budget?

Goal: Discover a problem or goalGoal: CIO wants to meet organizational requirements while reducing costs and increasing productivity

1. Enter Diagnostic Questions. Use framing and closed questions to uncover greater detail.

2. Enter Diagnostic Questions. Use framing and closed questions to uncover greater detail.

1. How are you getting information out to your users?When is the data being delivered? What format do end users rquire?How long does it take your staff to manually compose the information?What happens if your users don’t get the information on time?

2. Should all users be able to view the same information?What happens if users are able to access information they shouldn’t?Are you able to ensure data is kept secure today when distributing it? How long does this take? What is the effort required?

Products: LIST PRODUCTS REPRESENTED Products: CRS, CR & Publishing

What capabilities will you need to meet organizational requirements & reduce cost?

When data within your application changes on MondayWould it be helpfulTo your teamIf we could automatically detect the changes, run the reports and distribute them out via email to your users?

When users access their informationWould it be easier forYou If you only had to create one report, but depending on who accessed it, it would only show data they were allowed to see?

Microsoft Office Word 97 - 2003 Document

Frame, Diagnose, Confirm document


1. Tips for Questioning

2. Areas to investigate

3. Role Play

Agenda


Project

Project What are they trying to accomplish? How are they doing it today? What is the cost of not doing it? How much will they save? ETC…. Who is involved? Who are the end users? Do they have data, examples etc they can share? Who is the ultimate decision maker? What are the timelines?


Customer Environment

Customer Environment Where does the data reside? DW or application db? What user directory application are they using? (AD, LDAP) Are they Java or MSFT centric? What portal technologies are they using? Do they have Crystal/BOBJ/SAP products/experience?


Additional

Additional Are they evaluating anyone else? Do they use a competing product? What do they need to make a decision? How are they going to deploy our solution? Are they open to Partners/Training?


Discovery(Take Away)

Things to keep in mind:

Use open ended & framing questions to get the customer to provide information

Use closed ended questions to guide the customer “Would it be useful if you could automatically process and deliver your sales reports every Monday morning to your end users?”

If we are in a competitive deal, make our key features and ease of use a priority. Guide them.

Give / Get. Your time is valuable too.

If you think you’ll need an SC to demo, get them involved in the discovery!!!!!


1. Tips for Questioning

2. Areas to Investigate

3. Role Play

Agenda

Microsoft Office Word 97 - 2003 Document

Role Play Cases

Discovery

Documents

Transcript of Discovery