How to Use Questions Effectively

When speaking with a ...

Long-winded, talkative Customer:
use more close-ended questions and try to preface the questions with limiting statements such as "Can you tell me briefly...?" or "In one or two sentences, how would you describe...?"

Short-winded, tight-lipped Customer:
pause between questions. Also, ask such open-ended questions as "What seems to be the reason...?" "I'd like to get your objective opinion on...?" or "What do you think led to this situation?"

Combative Customer:
remain calm and composed. Phrase each question so you focus on wanting to help the customer solve the problem. Do not interrupt this person. above all, retain your professionalism at all times.

Big-Shot Customer:
be willing to feed the self-important customer's ego, even if it means setting your own ego aside. Always be polite, and ask questions that rephrase what he/she just said and include compliments.

Selling Power Magazine, September 2005