ACTIVELISTENING
DEMONSTRATION
PRESENTATION
EXPECTATIONS
SUMMARISING
FUNNELLING
CONFIRMING
ANSWERING
CUSTOMER
PROCESS
SELLING
PROBING
CLOSED
NEEDS
OPEN
J
I
I
F
U
N
N
E
L
L
I
N
G
K
A
O
V
O
G
D
W
O
S
O
B
Q
O
E
X
N
V
E
L
O
F
X
A
X
A
O
A
O
E
D
J
P
Z
F
L
I
H
V
A
A
O
M
U
F
R
E
E
K
J
O
G
O
S
N
C
U
S
T
O
M
E
R
Q
O
H
I
W
U
G
K
P
R
O
B
I
N
G
T
F
R
X
A
A
D
D
O
O
P
E
N
F
E
I
G
V
H
R
V
V
N
L
D
C
G
A
P
A
V
P
R
E
S
E
N
T
A
T
I
O
N
H
N
O
N
C
V
U
O
O
L
C
M
A
I
A
F
Y
O
Q
O
H
O
N
I
T
D
Y
A
T
C
E
K
Q
S
X
R
Q
U
J
I
J
I
F
R
I
S
A
T
D
W
X
N
S
I
A
Q
S
I
L
S
L
T
I
E
V
S
A
E
G
X
P
A
S
R
Q
M
S
E
U
N
S
A
R
W
E
A
H
A
N
S
E
I
G
A
U
F
L
Z
K
B
B
R
M
S
L
L
Y
U
I
A
C
E
M
M
Z
O
U
U
E
O
P
T
I
N
I
A
S
F
L
A
T
A
O
M
C
K
F
N
U
E
R
S
N
A
S
A
Q
F
L
I
A
V
H
U
L
L
S
J
D
S
O
N
G
Q
T
K
U
U
E
T
T
M
X
S
O
Z
Q
A
L
D
C
O
D
O
E
J
N
I
S
U
I
J
F
I
S
J
B
Q
A
E
E
M
Y
U
N
D
Z
B
I
U
O
T
V
U
E
E
C
I
Z
E
S
E
I
V
I
W
A
A
I
I
N
B
W
W
D
W
I
G
B
N
S
D
U
U
N
T
O
F
A
I
S
A
O
Y
H
J
X
B
N
Z
Q
R
E
E
G
M
