have observed, 'Questioning skills' are
one of the most underrated & often
neglected skills in many organisations.
Knowing what to ask, when & how to
ask, can make or break a good customer
relationship. If the sales person doesnt
know what questions to ask, his time with
the customer is wasted. However, if you
know the right question, but ask in a
wrong way thats irritating or confusing,
you wont get useful information
may be next time you will not be welcome
in customer's premises.
So how can one develop effective questioning
skills? Here are 5 basic guidelines one
can try to follow;
1: Never meet the customer without proper
Before meeting, study to understand customer's
business. Work on what you want to achieve
at the end of meeting. If you have been
working with him for a long time, check
what has happened since you met him last
2: Don't rehearse the questions.
It is extremely irritating & looks
amateur. It also makes it difficult for
a natural conversation. Rather than learning
questions by heart, prior to the meeting
write down & remember key issues for
which you want to seek answers.
3: Don't do interrogation.
The questioning should be natural &
easy. Customers dont like to be
a subject of an interrogation.
Ask questions with more of How",
Who or Why
worry about asking a question that is
too much open-ended. If the
question isnt specific enough, the
customer will surely ask for further clarification.
5:Listen more than you talk.