Questioning Techniques

Objectives and Types Of Questions.

Objective
The objective is to give an accurate understanding of the different types of questions and the reasons for why they are used. This will enable us to ask the right question in order to get the right answers, in a quicker more efficient way.

Types Of Questions
There are four types of questions used to dealing with specific types of customers and also to get specific types of information. They are; Open Ended Questions Close Ended Questions Leading questions Forced Choice Questions

Open ended questions

These questions are used to get general information from the customer and are good to open up the conversation. Example so, what do you generally use your computer for?

Close ended questions

These are direct questions that get direct answers. They are most suitable to get specific information from the customer. These normally give you a yes or no answer. Example have you restarted you computer?

Leading questions
These questions are used to lead the conversation in the path you desire to follow. Sometimes it is hard or not polite to jump straight into a topic, for different reasons or circumstances. In such situations it is important to build up to what you want to ask or talk about. This is where leading questions come into play.

Forced choice questions

These questions are designed to give the customer a choice between two or more options offered. It also forces them to choose between what has been offered. Example would you be using a widows 2000 or windows 98 operating system.