With SPIN selling, it’s all about asking the right questions at the right times. If done right, this sales methodology can translate to more successful, closed deals.

In our thorough guide, we’ll walk you through everything you need to know about SPIN selling, including the process, how it differs from traditional selling, the stages, the reappropriate questions to ask at each stage, and, most importantly, how to implement it. 

What Is SPIN Selling?

SPIN selling is a sales methodology that emphasizes building relationships and rapport with clients over traditional sales techniques. The idea behind it is more ethical selling that leads to less dead ends and more closed deals.

The acronym SPIN — which stands for situation, problem, implication, and need-payoff — covers four different question areas that reps should keep in mind throughout the process. Later, we’ll take a deep dive into the types of questions to explore for each of these areas. 

The SPIN selling book

This specific sales methodology comes from a well-known book. The framework is in the SPIN selling book, “Spin Selling,” by Neil Rackham. Today, it remains as one of the most popular sales methodologies out there. 

SPIN selling vs. traditional selling

One of the signature features of SPIN selling is the strategy of ditching traditional selling techniques for an emphasis on relationship building with prospects. With traditional selling, a common pitfall for reps is not listening. It’s easy to get into the habit of pushing a product or service without truly hearing what the lead or prospect has to say.

Types of SPIN Selling Questions

As mentioned above, the acronym SPIN can be broken down into four topical areas: situation, problem, implication, and need-payoff. But how do those areas translate to more closed deals? 

Here’s what you need to know about the four components of SPIN selling, namely the types of questions you should be asking. 

SPIN situation questions

During the beginning stages of the SPIN selling process, a rep’s goal is to learn more about their lead. Situation questions facilitate that process. These types of questions aim to get a better idea of who the lead is. 

For example, some situation SPIN selling questions could include: 

• What’s your role at [the lead’s employer]?
• What’s a typical day look like for you at [the lead’s employer]?
• Walk me through your process doing XYZ. 
• How long have you done it this way?
• What tools do you use?

SPIN problem questions

The next line of question revolves around understanding the prospect’s pain points, AKA, the problem. Reps should aim to find out what kinds of barriers the prospect faces. Keep in mind that the prospect might not even realize they have any roadblocks to the way they currently do things, so you might have to help illuminate these issues for them.

SPIN problem questions can include queries like: 

• How long does it take you to do this process? 
• How much does it cost?
• Does this process ever fail?
• If an issue crops up, who handles it?
• How reliable are the tools you use to do this process? 
• Are you happy with the process’ results?

SPIN implication questions

Next in the SPIN selling process is implication. Once your prospect has voiced some concerns, you can gently push them to come to the conclusion that their current process could be improved. Here, reps should tease out the depth of whatever pain point the prospect has mentioned. 

To do so, ask them SPIN implication questions such as: 

• What do you think you could achieve if you had more resources? 
• How does [pain point] affect your individual or team goals?
• If [pain point] wasn’t an issue, how would that affect your overall business goals?
• How would you use the additional resources after solving [pain point]?

SPIN need-payoff questions

The final series of questions relate to need-payoff. These questions should prompt the prospect to convert to a customer. The goal of these queries is to have the prospect come to the conclusion that your product or service can ease the burden of whatever pain points they’ve identified.

For example, some SPIN need-payoff questions include queries like:

• Would XYZ help your team achieve their goals faster? 
• Do you think XYZ would be valuable for your team’s goals? 
• Would XYZ be a simpler way to reach those goals?

However, need-payoff questions can come off as patronizing and condescending if not executed properly. 

SPIN Selling Stages

For every sale, there are four distinct stages identified by Rackham: opening, investigating, demonstrating capability, and obtaining commitment. Depending on the situation, these stages could happen over the course of weeks or even months, or they could happen all in one cold sales call. 

We’ll explore each of these stages a bit more in depth below. 

Opening

Instead of starting by describing your products or services like you might with traditional sales methods, Rackham suggests building rapport and developing a relationship. For example, at the beginning, sales reps should aim to gather information about the client, including who they are and what they do.

Showing genuine interest in your leads is key.

Investigating

Stage two of SPIN selling is all about investigating. Once you’ve established a rapport, you can ask more questions to get a better idea of any pain points they’re experiencing. At this stage, reps should ask about any issues, frustrations, or concerns to continue to build on that bond. 

Asking about pain points and listening is key. This stage helps establish credibility and trust, and helps clients know you have their best interest at heart. 

Demonstrating capability

At this stage of the SPIN selling process, your prospect is more likely to listen to the services or products you’re offering thanks to the relationship building of the previous two stages. Now is the time to take the previously mentioned pain points and position your product or service as a solution. 

To do that, you can provide more information around the product or service’s features and, if prepared, offer a product demo.

Obtaining commitment 

The final stage of SPIN selling is obtaining commitment: In other words, transforming the prospect into a customer. Once all your ducks are in a row, it’s time for reflection. Think about what went well and what could’ve gone better. Team-wide discussions can be a great way to examine how the SPIN process works in action. 

How to Implement SPIN Selling

SPIN is a lot easier to implement once reps understand the stages of the process and the question areas the acronym emphasizes. 

Here’s what you should focus on when implementing SPIN selling for your team.

1. Build rapport with leads and prospects. 

Arguably the most important aspect of SPIN selling is the relationship-building component. This sales methodology means nothing if reps can’t establish a solid, trusted relationship with leads and prospects. Part of establishing a relationship with people is building rapport, credibility, and trust. It’s easier said than done, but being understanding and truly listening to the buyer can go a long way. 

You’ll also want to learn how to listen with empathy to better demonstrate a genuine interest in both leads and prospects. 

2. Sharpen your active listening skills. 

Although it’s sometimes overlooked, active listening is key when it comes to SPIN selling. In contrast with passive listening, active listening involves meaningful engagement. For example, instead of silently witnessing a lead or prospect talk about pain points, reps should show they’re listening by reflecting and responding to what was said. 

Zoning out during the conversation or interrupting leads and prospects can have a significant negative effect when it comes to SPIN selling and closing deals. Be sure to nod and offer up some affirmations to show them you’re listening and that you genuinely care what they have to say.

3. Practice SPIN selling questions.

Practicing SPIN selling questions is non-negotiable when it comes to successfully implementing this framework. Actually practicing using SPIN questions is critical for being ready to handle real sales interactions with leads. Reps can practice with each other, with managers, or even with a virtual sales coach like Yoodli.

Plus, you can always get feedback from other reps on the team or from leaders in sales to improve the way you go about SPIN selling. Analyzing how your practice went is a key component to pinpointing specific areas you need to improve on, too. 

Here’s how you can start practicing in risk-free scenarios. 

SPIN Selling Training with Yoodli 

Yoodli, an AI-powered sales coach, allows reps to practice everything from cold calls to objection handling using the SPIN selling framework for at-scale training and implementation. It’s used by brands such as Google, Korn Ferry, Dale Carnegie, and Spencer Stuart (among others) to decrease ramp and increase seller attainment. Here’s how it works. 

Yoodli provides a safe space for sales reps to practice using SPIN selling in a realistic setting by implementing these techniques with a virtual client. The experience is completely customizable, from the AI-generated client’s personality to the type of call.

With Yoodli, sales leaders can better train reps at-scale in specific scenarios, such as inbound and outbound customer discovery or cold sales calls. Plus, it provides coaching feedback based on your company’s methodology. 

Here’s an example of how Google Cloud used Yoodli to train more than 15,000 reps. Folks at Google Cloud used Yoodli to create a sales pitch certification program involving the certification of thousands of Google employees. The rollout was a success — so much so that Google Cloud now uses Yoodli for other enablement programs, too.

Check out the results of this initial program and learn more about how Yoodli can assist with at-scale SPIN selling training at https://yoodli.ai/.

The Bottom Line

Building rapport and establishing a stronger relationship with leads and prospects through SPIN selling can result in more closed deals. It’s a tried-and-true methodology that’s worth implementing. 

For at-scale training and implementation, taking advantage of a tool like Yoodli can do wonders for getting your sales reps on the right foot.

Sources

• Hubspot: “SPIN Selling: The Ultimate Guide.” 
• Lucidchart: “The 4 Steps to SPIN Selling.” 
• Huthwaite International: “SPIN Selling: A Complete Guide to Sales Success.” 
• Highspot: “The Ultimate Guide to SPIN Selling: What It Is and Why It Works.”
• Zendesk: “SPIN selling: A comprehensive guide on how it works.”