Asking questions...

Asking questions...

The Five W's

In my last post, I talked about the two types of questions: Fact-finding and Feeling-finding questions. Today I want to share the three kinds of questions that can be asked.

They are:

• Closed-ended
• Open-ended
• Reflective

For this post, I’m going to focus on the first two.

Closed-end questions are answered with one or two word responses, typically “yes,” “no,” or a number. These questions are useful for gathering basic data, but not much else. They should be avoided in the sales process. Starting questions with words like “is,” “do,” “does,” or “are” will limit your prospect’s contribution to the conversation.

Open-ended questions on the other hand, are far more valuable in the sales process. These questions invite your prospect to elaborate on the subject instead of just giving a “yes” or “no” response. When your prospect elaborates, they give much more information that will help you formulate the best solution for their needs.

Here are some tips on turning closed-ended questions into open-ended questions.

By simply changing the first word in your question and using one of Kipling's Six Honest Serving-Men, you will open up the conversation. Ask who, what, where, when, why and how.

Here are a few examples:

Closed: Is any there anyone else involved in this purchase decision?

Instead, try:

Open: Who else is involved in this purchase decision?

Closed: Do you have a requirement for an extended warranty?

Instead, try:

Open: How do you feel about an extended warranty?

Using open-ended questions opens up the conversation, allowing you to learn more about your prospect and their needs. Remember, you can only learn when you’re listening.

What questions and techniques do you use to get customers to open up?