TELEPHONE DOCTOR® PRESCRIPTION: 1. When customers are undecided, use leading questions to direct them to a decision. 2. Remember—the object is to lead, not to push. Skill Practice Key Point #5: Leading Questions – Facilitators Note: Complete one or both of the exercises below, then have a group discussion. Leading questions are useful in guiding customers, leading them to make decisions. Here are a few questions from the Questioning Techniques program: want to know about our same-day service “You visits, right?” understand what I mean by pet occupancy permits, you? “You don’t want to go ahead and make a reservation for this “You’ll back pain seminar, won’t you?” Activity #1: Ask all participants to write down three Leading Questions that would be useful in their departments. Next, review these questions in small groups and select a few to share with the class. Examples might include: should I call or “When you…Thursday morning Friday afternoon?” you want this shipped today or “Did tomorrow?” Activity #2: have some FUN! Ask each participant to create a few Leading Questions to use Let’s with family members or friends? Expect to hear examples like this: like to help put away the “You’d groceries, wouldn’t you?” said dinner was on you, “You correct?” make that “Many hands light work, isn’t right?” can drive me to the “You mall, can’t you?” floors need to be swept, you “The wouldn’t agree?” Offer these examples to help participants get started examples include: – “Restate”/ “Tie Down”
TELEPHONE DOCTOR® PRESCRIPTION: 1. When customers are undecided, use leading questions to direct them to a decision. 2. Remember—the object is to lead, not to push. Skill Practice – Key Point #5: Leading Questions Facilitators Note: Complete one or both of the exercises below, then have a group discussion. Leading questions are useful in guiding customers, leading them to make decisions. Here are a few questions from the Questioning Techniques program: “You want to know about our same-day service visits, right?” “You understand what I mean by pet occupancy permits, don’t you? “You’ll want to go ahead and make a reservation for this back pain seminar, won’t you?” Activity #1: Ask all participants to write down three Leading Questions that would be useful in their departments. Next, review these questions in small groups and select a few to share with the class. Examples might include: “When should I call you…Thursday morning or Friday afternoon?” “Did you want this shipped today or tomorrow?” Activity #2: Let’s have some FUN! Ask each participant to create a few Leading Questions to use with family members or friends? Expect to hear examples like this: “You’d like to help put away the groceries, wouldn’t you?” “You said dinner was on you, correct?” “Many hands make light work, isn’t that right?” “You can drive me to the mall, can’t you?” “The floors need to be swept, wouldn’t you agree?” Offer these examples to help participants get started – “Restate”/ “Tie Down” examples include:
3Questioning%20Techniques%20to%20Determine%20Needs%20LG%20DRAFT.docx