TELEPHONE DOCTOR® PRESCRIPTION: 1. Use closed-ended questions to pin down brief facts. 2. Use closed-ended questions to tack down and confirm details. Skill Practice Key Point #2: Closed-Ended Questions – Facilitator Note: Closed-Ended questions can be used to your customers. “TACK DOWN” Remember, these types of questions will vary, but should be phrased like the following, which require very short responses such as “yes,” “no,” “next Tuesday,” etc. Below are generic examples of closed-ended questions to launch this exercise: you like me to send you a “Would brochure?” your “Is system still under warranty?” you like the phone number of our 24-hour “Would hotline?” you close at 5:00 P.M. or “Do 6:00 P.M.?” time do you need to “What leave by?” can I call “When you?” As a group, brainstorm on a flip-chart specific closed-ended questions to use with your customers.
TELEPHONE DOCTOR® PRESCRIPTION: 1. Use closed-ended questions to pin down brief facts. 2. Use closed-ended questions to tack down and confirm details. Skill Practice – Key Point #2: Closed-Ended Questions Facilitator Note: Closed-Ended questions can be used to “TACK DOWN” your customers. Remember, these types of questions will vary, but should be phrased like the following, which require very short responses such as “yes,” “no,” “next Tuesday,” etc. Below are generic examples of closed-ended questions to launch this exercise: “Would you like me to send you a brochure?” “Is your system still under warranty?” “Would you like the phone number of our 24-hour hotline?” “Do you close at 5:00 P.M. or 6:00 P.M.?” “What time do you need to leave by?” “When can I call you?” As a group, brainstorm on a flip-chart specific closed-ended questions to use with your customers.