When it comes to developing the right strategy to answer customer questions at each stage of the sales process, it's important to first identify what your customers are asking and what opportunities you have to answer them. The top, center, and bottom of the sales funnel define the reach and depth of information your potential customers need at every stage of their buying journey. It's essential that everyone involved in the process understands the purpose of defining sales stages and agrees to measure activities at each stage. To gather information, use open-ended questions, probe for the most important details, and ask final questions to confirm and continue.
Whether potential customers need more information in the form of information packages, video demonstrations or detailed guides, a Tricentis vendor can easily provide them with what they need and keep them moving forward in the process. With a detailed sales channel, including a map with potential customer questions and the details they need, you can deliver the right information and an aligned message to your potential customers at all times, and prevent your future customers from feeling frustrated by the previous scenario. The longer your sales funnel is defined, the more you can determine exactly what is needed to get your potential customers to move from the knowledge or consideration phase to the conversion phase. If your company doesn't have a defined sales funnel or if you're just starting out, you'll need to create one from scratch.
A well-planned sales funnel will define the actions your company must take to take potential customers to the next stage. To connect your needs and your solutions, you must answer customer questions at every stage of the sales funnel. Improving the efficiency of the sales funnel should be one of a company's top priorities to convert colder prospects into leads and boost sales performance. If a stage seems confusing, change the name, delete it, or add new ones to reflect what's really happening with your sales channel.
If you've been diligently answering customer questions at every stage of the funnel, it's to be expected that the customer has decided to do business with you. To answer customer questions and provide a quality experience, consider that the entire customer journey is part of the sales funnel. All companies that make sales have some type of marketing sales funnel, even if they haven't defined it. The definition of a sales funnel prescribes that it literally acts like a funnel, meaning that it is wider at the top and narrower at the bottom. In other words, a sales funnel gives you an overview of where in the sales cycle your money is, where your potential revenue opportunities are, and how to increase your conversion rates.
Once you've defined your sales funnel in a previous step, take the time to transfer the different stages to your CRM. To understand how funnel questions work in practice, let's look at each stage in detail. At the top of the funnel (TOFU), customers are just beginning their research process and are looking for general information about products or services that could meet their needs. At this stage, they may ask questions such as “What are my options?” or “What are some features I should look for?” Asking open-ended questions can help you understand their needs better so that you can provide them with relevant information. At the middle of the funnel (MOFU), customers are narrowing down their options and looking for more specific information about products or services that could meet their needs. At this stage, they may ask questions such as “What makes this product different from others?” or “What features do I need?” Asking probing questions can help you understand their needs better so that you can provide them with relevant information. At the bottom of the funnel (BOFU), customers are ready to make a purchase decision and are looking for confirmation that they have made the right choice.
At this stage, they may ask questions such as “What guarantees do I have?” or “What is included in my purchase?” Asking final questions can help you understand their needs better so that you can provide them with relevant information. By understanding these three stages of funnel questions, companies can develop an effective strategy for answering customer questions at each stage of their buying process. This will help them deliver relevant information and an aligned message to their potential customers at all times.
