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Asking the Right Questions to Uncover Client Needs and Exceed Expectations

Understanding and exceeding client expectations is crucial for any successful business relationship. This presentation, "Asking the Right Questions to Uncover Client Needs and Exceed Expectations," will guide you through the process of identifying and addressing the core needs of your clients. By learning how to ask the right questions, you can gather essential information, build stronger relationships, and deliver tailored solutions that go above and beyond. This session will provide practical techniques and real-world examples to enhance your client interactions and drive exceptional results

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Asking the Right Questions to Uncover Client Needs and Exceed Expectations

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  1. Asking the Right Questions to Uncover Client Needs and Exceed Expectations

  2. Overview - Why Asking Questions + Listening Is The Best Combo We may have learned at some point that listening is a very important skill when learning from a customer It is, but with the addition of asking the right questions, the relationship becomes even stronger ● ●

  3. Ok, what questions do I ask?

  4. First, let’s discuss what Good Questions Accomplish Asking great questions shows the client you came prepared for the call and thought about them outside of the meeting You can show the client you know what you’re talking about without making things about you We find new opportunities and are able to get ahead of any potential issues ● ● ●

  5. Clients have options when it comes to advertising agencies so we always want to be showing clients why we’re the best agency for them Having questions prepared before the meeting show the client we are “always” thinking about them and they are our “only” client TRUST is solidified when the client hears great questions as they know we have their best interest in mind Once we establish to the client we come prepared with great questions to meetings, clients will look forward to meeting ● 1. Questions Show You Came Prepared ● ● ●

  6. “I was thinking about our previous meeting when you said “....x…”, what changes have been made…” “Hi Mr. Client, before we get started with the meeting, I have a few questions the team and I were discussing” *at the end of a meeting* “Looking ahead, I was thinking about “....x….” for an upcoming initiative. What are your thoughts on….” ● Examples ● ●

  7. You want your client to trust your abilities without feeling like you’re showing off Asking specific questions to their situation helps show that you thought about what a solution might be but wanted to hear their point of view ○ These types of questions involve the client into the conversation and you are no longer talking at the client but with the client Having an example ready with your question can show the client that you have worked with a situation similar and therefore have the expertise to handle it ● ● ● 2. You Can Show The Client You Are An Expert Without Making It About You

  8. “Looking at Month over Month data we can see that summer is our biggest sales month. Do you support the idea of increasing budgets to capture the most traffic?” “I wanted to ask your thoughts on streaming tv?We have seen the benefits of the new placements on and off Amazon and believe it could be a great way to build brand awareness” “We helped a client achieve their ROAS goal by breaking out campaigns with exact match keywords to increase specific traffic. Have you considered something like that before?” ● Examples ● ●

  9. 3. We find new opportunities and Get Ahead of Any Potential Problems Clients don’t know everything about advertising, which is why they hired us! ○ Asking follow up questions to a statement a client makes not only helps clarify for us, but invites the client to think deeper about what they’re saying which ultimately gets them more involved Clients who come to us for one service might not even know about another service we offer. Asking questions uncovers opportunities that they didn’t even know we had! ○ Creative services, operations, inventory management, etc. Setting expectations is critical in our business. When we ask the right questions, we can challenge a client who may have had unreasonable or even too small of expectations ○ The client wants us to lead the way and set them up for success ● ● ●

  10. “That sounds great Mr. Client. I will say that working with clients with your budget, it is usually x amount of time before we hit our goals. Have you had a different experience in the past?” “I know the initiative we suggested includes creative. Do you have someone who can do that? We have an in house designer we work with….” “After hearing your goals, I believe we could actually hit a lower ACOS. With your budget and account history I believe we can definitely get there. How did you come up with the original goal?” ● Examples ● ●

  11. Asking great questions shows you are prepared and thinking about the client outside of the meetings ○ Which builds trust with the client You can show you are an expert with great questions without seeming like a “know it all” Asking questions saves us time down the road by uncovering any potential issues and growing our relationship with opportunities ● In Conclusion ● ●

  12. THANK YOU! Subtitle Final text/thoughts

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