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Esta foto de Autor desconocido está bajo licencia CC BY-NC
QUESTIONING
TECHNIQUES
• “He that nothing questions, nothing learns”.
– Unknown
• “Knowledge is having the right answer. Intelligence
is asking the right question.”
- Unknown
•“Successful people ask better questions, and as
a result, they get better answers”.
- Tony Robins
WHY ARE
QUESTIONS
ASKED?
Resolve
issues
Clarify
doubts
Get
knowledge
WHY ARE
QUESTIONS
ASKED?
Share ideas
Make a
plan
Get
information
QUESTIONING TECHNIQUES
Esta foto de Autor desconocido está bajo licencia CC BY
CLOSED QUESTIONS
• Check understanding
• Affirmation
• Specific
• Yes/No answers
Examples:
• Will I get a response by tomorrow?
• Do we agree on this decision?
• Are you happy with the services that we
provide?
OPEN QUESTIONS
• Explanation
• Details
• Thoughts
• Ideas
• Feedback
• Wh-words
Examples:
• What happened at the conference
today?
• Could you please describe your needs
and current circumstances?
• What do you think about this conclusion
/ discussion?
FUNNEL QUESTIONS
• Start with general questions
• End with specific questions
• Ask for a lot of details
Examples:
• When was the call made?
• Do you know the name of the person
whom you spoke to?
• What sort of behaviour did they exhibit?
• What was your call about?
• What questions did you ask?
• What was the response?
PROBING QUESTIONS
• Gather more details
• Clarify doubts
• Clarify misunderstandings
Examples:
• What exactly is the current situation?
• Who exactly is requiring these details?
• What is exactly this information needed
for?
• Where exactly will you be using this?
• What types of products do you need,
how and where will you be using them?
• Can you be more specific?
CL ARIFYING QUESTIONS
• Verify information
• Confirm information
Examples:
• Just to confirm, you have taken land line
unlimited broadband and television package.
Is that correct?
• Before we finish, let me go through this. You
need a person to call you at lunch time and
dinner, 30 minutes each. Is that correct?
• Am I right in confirming that the delivery will
be in 3 days’ time?
• Am I right in believing that you all
understand that tomorrow is the last day for
submitting your paperwork?
TO EFFECTIVELY ASK QUESTIONS
YOU NEED TO:
• Listen effectively so that you are able to
formulate the next question.
• Use positive words and motivate the
questioned person to answer effectively.
• Maintain confidence, so that the customer or
client or anyone else who is talking trusts
you to give an answer.
• ask relevant questions and never random
questions as this will be totally out of the
subject that is being discussed.
LET’S PRACTICE!
Esta foto de Autor desconocido está bajo licencia CC BY-SA

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Questioning techniques

  • 1. Esta foto de Autor desconocido está bajo licencia CC BY-NC QUESTIONING TECHNIQUES
  • 2. • “He that nothing questions, nothing learns”. – Unknown • “Knowledge is having the right answer. Intelligence is asking the right question.” - Unknown •“Successful people ask better questions, and as a result, they get better answers”. - Tony Robins
  • 5. QUESTIONING TECHNIQUES Esta foto de Autor desconocido está bajo licencia CC BY
  • 6. CLOSED QUESTIONS • Check understanding • Affirmation • Specific • Yes/No answers Examples: • Will I get a response by tomorrow? • Do we agree on this decision? • Are you happy with the services that we provide? OPEN QUESTIONS • Explanation • Details • Thoughts • Ideas • Feedback • Wh-words Examples: • What happened at the conference today? • Could you please describe your needs and current circumstances? • What do you think about this conclusion / discussion?
  • 7. FUNNEL QUESTIONS • Start with general questions • End with specific questions • Ask for a lot of details Examples: • When was the call made? • Do you know the name of the person whom you spoke to? • What sort of behaviour did they exhibit? • What was your call about? • What questions did you ask? • What was the response? PROBING QUESTIONS • Gather more details • Clarify doubts • Clarify misunderstandings Examples: • What exactly is the current situation? • Who exactly is requiring these details? • What is exactly this information needed for? • Where exactly will you be using this? • What types of products do you need, how and where will you be using them? • Can you be more specific?
  • 8. CL ARIFYING QUESTIONS • Verify information • Confirm information Examples: • Just to confirm, you have taken land line unlimited broadband and television package. Is that correct? • Before we finish, let me go through this. You need a person to call you at lunch time and dinner, 30 minutes each. Is that correct? • Am I right in confirming that the delivery will be in 3 days’ time? • Am I right in believing that you all understand that tomorrow is the last day for submitting your paperwork? TO EFFECTIVELY ASK QUESTIONS YOU NEED TO: • Listen effectively so that you are able to formulate the next question. • Use positive words and motivate the questioned person to answer effectively. • Maintain confidence, so that the customer or client or anyone else who is talking trusts you to give an answer. • ask relevant questions and never random questions as this will be totally out of the subject that is being discussed.
  • 9. LET’S PRACTICE! Esta foto de Autor desconocido está bajo licencia CC BY-SA