Good Questions Start Conversations, from Katun

The following blog was written by Media Sciences/Katun

Have you ever asked your kid, “What did you learn at school today?” You know the answer, “Nuthin’.” What if you tried asking, “Tell me about one thing you did today?” That one’s a little harder to answer with the verbal equivalent of a blank stare. Your son or daughter practically has to tell you about their day. There’s a lesson here for sales folks. Ask good questions that get your customers talking! People feel more comfortable (and more important) when they have something to say.

There are two basic types of questions one can ask: closed-ended and open-ended. A closed-ended question does not lead to further dialogue. It is usually answered with a yes or no, or in the case of your child, “Nuthin.” These questions are sales killers! Not only do they make you look like a door knob for asking them, it kills your rapport with the client.

Open-ended questions invite a more interesting and involved response from the person you’re talking to. These get your customer to open up and share information, and build trust. Plus, open-ended questions make you look smart. You’re asking about important things that require thought to answer.

To help you out, here is a list of closed-ended questions paired with some open-ended alternatives. Try asking more open-ended questions and see what effect it has on your relationship with customers…and sales.

Closed-ended	Open-ended
Are you interested in trying to save money?	What are some ways you are trying to reduce costs this year?
Are you satisfied with your current supplier?	What is your current supplier doing that you really like? What do you wish they would do better?
Do you have any new printing needs?	What is changing in your business? How do you see that impacting your printing needs?
Are you interested in managed print services?	How could you make your document management more efficient and effective?