Open questions in sales conversations
Different types of question generate different responses. For example, an open question cannot usually be answered with a “Yes” or a “No”. Open questions can be used to get people talking.
Here is an extract from Telemarketing Results by Nigel Temple:
Have you ever come across Rudyard Kipling's six honest serving men:
‘I keep six honest serving men
(They taught me all I knew): their
names are WHAT and WHY and WHEN
and HOW and WHERE and WHO.’
Mind you, I feel sorry for poor old WHICH, who presumably was either burnt at the stake of knowledge or ran off with the Wizard.
Incidentally, these questions can be prefixed with:
”It would be very helpful if you could tell me…”
“I hope you can help me.”
(Most human beings respond positively to a request for help)
”I was just wondering….”
It goes without saying that the way in which you ask these types of questions will make all the difference to the conversation. It is best to form some rapport first. The customer...