There are different types of questions that you can use in a sales or customer service situation. In fact there are many question alternatives and they are used in circumstances that suit. As a sales negotiator it pays to practice your dialogue to draw on these very special skills.
So what question types are there? Try these for starters:
- Open – this question type will be encouraging a detailed answer and not a basic reply.
- Closed – this question type will be used where you want to get a ‘yes’ or ‘no’ answer. This can be quite useful in closing on a critical point of a negotiation.
- Reflective – what you are doing here is asking the other person to tell you more based on a thinking process
- Leading – as the name suggests the concept here is to direct the conversation in a particular way
- Testing – the strategy here is to get feedback from the other person
- Probing – you use this when you want more information in greater detail
- Redirecting – this question type is designed to put the other person on a different point of discussion
So you can use all of these in many different ways. A top salesperson will be well practiced in all of these processes. If you want to improve your dialogue for better sales conversions think about how you can apply all of these concepts with your product or service.
When the customer responds to your questions, listen with all of your senses operating at peak performance. Watch what they do, hear what they say, and listen to their words. A true negotiator blends all of the senses as part of negotiating on a deal or an agreement with clients and prospects.