An open question is a question that starts with “how”, “what”, “when”, … Probing Questions vs Clarifying Questions It can be argued that a clarifying question is a type of probing question because the goals of the two questions are the same - to get more information. 11. Leading Questions. BPO agents nevertheless need to know that so they can arrive at the right solution. Make sure you understand the customer’s needs. These questions aim to delve more deeply into subject matter that has been mentioned, by requesting more specific information. 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Probing questions go deeper, so a good technique to follow is to start with discovery questions and then follow up with probing questions. We can support them by demonstrating an understanding of their thought process. Closed questions also have their benefits. >> Say. At Executive Boutique, we make sure our professional outsourcing specialists excel in providing outstanding customer support for your business. BPO support specialists want to help customers resolve the issue by listing all possible causes. Did you experience good customer service today? There are two types of questions: open and closed. You can also ask probing questions that will help you obtain more information such as: ... Give them sufficient time to think and respond to your questions. Asking at this point allows you to plan how your questioning will flow. Having said that, you should have done a fair bit of research to not sound unintelligent in your first rendezvous. Dig a little bit deeper. When an outsourcing staff asks the right probing questions, they can better understand the situation and provide helpful and proper solutions. See the original article. 2. Most customers with the same needs as you opt for Option C. Would you like me to explain why? Do you feel comfortable with everything that I’ve said. The fact that the discovery stage is often pointed to as THE most crucial stage of the sales process, highlights the importance of sales people being able to ask effective questions. So these are questions to which the customer can only answer “yes” or “no”. Making sure that your customers are having an optimal experience with your agents can be just as important as their happiness with your product or service – a good customer support team inspires loyalty and trust. You don’t need to stick to the principles of the Funnel Effect. Use the Funnel Effect and move on to the next line of questioning after confirming understanding with closed questions. great article and very useful information. As great salespeople, we need to be excellent at finding the right solutions for our customers. Fortunately, this doesn’t have to be complicated, as customers will generally prefer one of two methods of communication. You have to exercise your judgment about when to strike. It is always best to start a call with open-ended questions that allow the customer a chance to provide all of the relevant information. Are you happy with what you have heard so far? What Are the Best Words and Phrases for Building Rapport? Are your product features the best in the business? So while it’s good to use all three question types, you don’t need to stick to the principles of the Funnel Effect. This helps to justify all questions in advance! The probing questions are influenced by factors such as age and location, CST information such as notes, alerts, trial, Access to Information. Tell me, what was your main motivation for calling? but asking the right probing questions in B2B sales can help increase your odds. Finally, no matter how well you think you handled the call, you should always ask the customer directly about their experience. Probing questions are usually a series of questions that dig deeper and provide a fuller picture. Broad, open-ended questions can't be answered with a simple yes or no. Asking good questions means probing customers for more information that is going to be helpful in … Leading questions try to lead the respondent to your way of thinking. As Christine Knott, the former Managing Director at Beyond the Box, says: “There is absolutely no point in us asking questions if we are not prepared to listen.”. 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