The core skill.
WHAT AN OPEN QUESTION IS
One that cannot be answered yes or no.
WHY THEY MATTER
They produce information; closed questions confirm assumptions.
WHAT GOOD OPENING QUESTIONS SOUND LIKE
How do you handle that currently What made you look at this now What would need to be true for this to work
WHAT CLOSED QUESTIONS ARE FOR
Confirming, and moving to a decision.
WHAT LEADING QUESTIONS DO
Produce the answer you wanted and teach you nothing.
WHAT ONE SOUNDS LIKE
You would want faster support, wouldn't you.
WHAT TO ASK INSTEAD
What matters most to you about support.
WHAT THE MOST USEFUL QUESTIONS ARE
Why now What happens if you do nothing What has stopped you so far Who else cares about this
WHY WHAT HAS STOPPED YOU MATTERS
It reveals the real obstacle, which is usually not price.
WHAT TO DO WITH VAGUE ANSWERS
Ask for an example.
WHY
Specifics reveal the actual situation.
WHAT TO AVOID
Several questions at once Questions that are statements Filling silence with another question
WHAT TO PRACTISE
Asking one more question before responding.
WHAT THAT PRODUCES
The information that changes the deal.
