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Effective Questioning

 This enables you to obtain the right information quickly. It
depends on the sort of information you are trying to obtain.

 Full information on a customer’s needs or a problem that has

arisen-open questions.

 Detailed information on a particular problem……..probing
questions. Avoid leading questions and multiple questions.

If you want confirmation or denial of a point use closed questions.

Examples of Closed Questions…..

Do you?
Would you?

Could you?
Will you?
Have you?

Are you?

The Three Main Communication Styles:

How you communicate to your customers tell a lot about you. Your

communication skills can win or repel customers to or from you. What
are your words and behavior indication about you? Human

communication and behavior fall into three basic categories:

Passiveness, Aggressiveness, Assertiveness.