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Questioning techniques that contribute to effective communication
Questions are tools that a retailer can use to determine the customer’s needs. The effective use of questions complements listening in the communication process. Good questioning techniques are a learned skill and need to be practiced.
There are 3 main types of questions and the combination of all 3 is needed for the communication process to be effective.
- open
- closed, and
- reflective
Open questions
Open questions are used to give the customer the opportunity to provide detailed information. They usually begin with searching words such as how, when, where, why and what.
Where will you be wearing this outfit?
How will you be using the food processor?
Closed questions
Closed questions are used to gather specific information from the customer about their purchase. These questions only receive back from the customer very limited amounts of information usually yes/no or a simple response.
Do you like the colour red?
How much money would you like to spend?
Reflective questions
This is an effective form of question to use when indicating to the customer that you have understood the message or to clarify the situation. It is formed by turning the customer’s statement into a question.
You require a pair of shoes that have a non-slip sole and are comfortable but suitable to wear to work?
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