Last week the President held an exclusive meeting for myself, Chasity, and Shandi as we all deal with incoming prospects whether it be by email, phone, or mail. In this meeting, Lynn Burkhart discussed the importance of “Open Ended Questions”.
I took several notes in the duration of this meeting and feel I need to share a bit of the knowledge Lynn shared with us girls.
You can get people to talk by asking questions.
There are 2 types of questions: Open Ended Questions (How…What…Why…Where questions) and Closed Questions (one word answer questions).
Q- What time did you get to work this morning? A- 8:40
Q- What color shirt are you wearing? A- Purple
These questions have one word answers. You want to avoid this when talking to clients and prospects. You want to get as much info as you can by asking Open Ended Questions.
Open Ended Questions:
Q- How do you feel about that? The answer CANNOT be yes or no and would lead to an answer with more than just a one word answer.
Q- What do you like about it? The answer CANNOT be yes or no and would lead to an answer with more than just a one word answer.
When a sale is not closed you can ask yourself …. “Why didn’t that sale close?”, “What open ended questions did I not ask in order to close the sale?”.
Use questions to your advantage to get the right answers in order to move forward and even further with conversation to retain information for your benefit.
One specific thing that we were assigned to do by Lynn was to make a list of specific “Open Ended Questions” targeted to get to know what the prospect wants, needs and also geared towards what problems they have.
What is the goal of your “Open Ended Questions”? I challenge you to make a list of your own and use them.
Kristen Davis, Preferred Client Services of Controlled Release Technologies, Inc., a research, development and manufacturing firm based in Shelby, North Carolina. CRT is an IFMA CSP, an EnergyStar Partner and manufacturer of independently-certified Green products for HVAC maintenance. Since 1986, CRT has been creating leading edge HVAC maintenance products that have become industry standards, used in thousands of commercial buildings world-wide. CRT employees are members of BOMA, ASHRAE, ASHE and the American Chemical Society. www.cleanac.com