Discussion Questions Key Point #3: Probing Questions – 1. Sometimes, in order to get the information you need to help the need to ask customer, you’ll more than one kind of question. Recall from the program that probing questions can be very effective in many cases. Exactly what are probing questions? They obtain more information. ♦ Example: specific topics are you “What interested in?” They clarify current information. ♦ Example: on the system are you “Which warning codes experiencing?” 2. When should you ask probing questions? When a more general open-ended question has not succeeded in getting the information ♦ you need. Example: kind of inaccuracies did the maps contain, Mr. “What Columbus?” When you want to be sure to the core of the request. ♦ you’ve gotten customer’s Example: are the size and weight requirements for the apples, Mr. “What Newton?”
Discussion Questions – Key Point #3: Probing Questions 1. Sometimes, in order to get the information you need to help the customer, you’ll need to ask more than one kind of question. Recall from the program that probing questions can be very effective in many cases. Exactly what are probing questions? ♦ They obtain more information. Example: “What specific topics are you interested in?” ♦ They clarify current information. Example: “Which warning codes on the system are you experiencing?” 2. When should you ask probing questions? ♦ When a more general open-ended question has not succeeded in getting the information you need. Example: “What kind of inaccuracies did the maps contain, Mr. Columbus?” ♦ When you want to be sure you’ve gotten to the core of the customer’s request. Example: “What are the size and weight requirements for the apples, Mr. Newton?”