Questioning techniques are a useful tool when uncovering customer needs. We shall look at some of the key techniques;
- Open and Closed Questions
- A closed question usually receives a single word or very short, factual answer. For example, “Are you thirsty?” The answer is “Yes” or “No”; “Where do you live?” The answer is generally the name of your town or your address.
- Open questions elicit longer answers. They usually begin with what, why, how. An open question asks the respondent for his or her knowledge, opinion or feelings. “Tell me” and “describe” can also be used in the same way as open questions
- Funnel Questions
This technique involves starting with general questions, and then homing in on a point in each answer, and asking more and more detail at each level.
- Probing Questions
Asking probing questions is another strategy for finding out more detail. Sometimes it’s as simple as asking your respondent for an example, to help you understand a statement they have made. At other times, you need additional information for clarification, “When do you need this report by, and do you want to see a draft before I give you my final version?”, or to investigate whether there is proof for what has been said, “How do you know that the new database can’t be used by the sales force?”
Once information has been uncovered using the various questioning techniques above, the IT representative must assess the information in order to determine if it is;
- Relevant
- Sufficient
- Valid
- Relevant information: The information collected must be linked to the request-for-support of the customer.
- Sufficient information- the information collected must be enough to make a decision or to assist the customer with his or her request-for-support.
- Valid information – the information must be current and useful in solving the customer request-for-support.
Leave a Reply
You must be logged in to post a comment.