3 Ways to Ask a Question
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. |