Darren Rabie's Question Techniques | Advance Your Inquiry Skills

Regardless of your role, if you are in any type of customer-facing role, you know that the key to success comes down to “communication”. And as the old story goes, it is not “what you say” but “how you say it”.

3 types of questions:

Question Styles	Explanation	Difficulty Level	Effectiveness
Closed	Answers can only be “yes” or “no”	Easiest	Lowest
Options	You provide options – Is it 1, 2 or 3?	Harder	Medium
Open	Questions starting with how, when, where, who, what, why	Most difficult	Highest

Questioning Process:

In most instances, you should begin with an “open” question first. Then move onto an “options” question and finally a “closed” question.

Example
Open Question: How do you feel about xyz?
Options Question: Does xyz meet none, some or all of your goals?
Closed Question: Will xyz meet your goals?

Open vs. Closed – What’s the Difference?

Asking closed questions can have the following impact:

The customer disengages quickly due to 1-word answers
Low quality and low quantity answers
You talk more than they do
You sound less consultative and conversational

Examples & Impact:

Closed Question	Open Question	Difference
Are you involved in the decision-making process?	What role do you play in the decision-making process?	The closed question could cause a defensive reaction.
Do you agree with what I’m suggesting?	How does my suggestion resonate?	It is more meaningful and valuable for someone to state their interpretation of the benefits you offer.
Do you like xyz?	What do you like about xyz?	This will invite a deeper answer.