Using Probe to better understand customer needs and strengthen relationships

Assuming your questions helps you build your relationship with your client or customer, as you learn more about your needs and how to deliver values. The probe's questions are different from the open questions as they refer to a specific topic and are centered in attention. Because they allow you to move the conversation in a particular direction, you can use them to ask for more specific information about what the client wants and experiences from the discussed product or service. Answers to probes tell how customers think about things and help them open their willingness to discuss new opportunities.

The probe's questions can be as follows:

(1) Fill in the missing information: As the customer communicates with you, you may feel lacking the information they tell you.

If that happens, think of yourself as a reporter, ask questions about filling vacancies and a complete picture or meaning situation. Your questions will be formatted depending on the type of missing information:

  • General business cards ("General brands did not work for me"): Ask "Which brand, specifically …"
  • Unclear names: ("Do not ignore the rules"): … "[19659006] Adjectives with Information Missing: ("I am now satisfied") Ask "what? "or" Can you tell me what led to your increased satisfaction? "
  • Missing" How "information: (" We've won "):" Can you tell me more about being able to do this? "" You can show me ( or go through) how did your team succeed? "
  • Missing comparative information (" better "or" worse "than before): Ask" Better or worse … "or" … better or worse we ? "" Could you tell me how much better or worse you are and how did you measure or determine this? "

(2) Open thinking: worth using the probe questions for the following purposes:

  • Overcoming the Rules: If the client uses "policy" such as "should", "compulsory", "no", "no", or "impossible", it may be useful for the customer to consider other options. The following types of questions open up thinking: "What would happen if you did?" – What is it that prevents you? "Who do you think?"
  • Extending mental barriers: Generic "every", "no one", "everybody", "all" or "never" not commonly suggested assumptions may signal thinking. You can give any options to discuss more options: "Everything?", "None?", "Everyone," "Everything?". "What are the exceptions?" Value evaluations can also limit thinking by applying value to any situation, whether it is appropriate or not When you hear a statement such as "cost reduction is a good thing," you can use the following questions to think: "How do you know this?" "Whose or what circumstances is this true?"

    Probe issues, in agreement with open and thinking issues, help you understand clear and understand relationships between you and your customer, and strengthen relationships (see our previous article). Remember to ask questions in a hangout – this is not an interrogation! If necessary, considering the issues with plasticizers, such as "Wondering if you could tell …" or "Can you describe how …". It then attracts attention to how the customer or customer responds and adjusts appropriately.

    Finally, keep in mind if you ask questions. Its goal is to clarify the needs of customers as the basis for the development of an effective solution strategy and the recognition client.

    Source by sbobet

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