101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 38
Crafting the Best Questions
To be successful with the unsure or unclear or confused customer, you need to put on your detective hat. And, like Sherlock Holmes, Columbo, or the criminalists on CSI, you have to go in search of clues. Armed with a supply of good questions, you are sure to succeed.PURPOSE:
✓ To script questions for use in a variety of situations
✓ To practice writing and asking questions
✓ To become more consistent in gathering good information
TIME: 30 minutesDIRECTIONS:
1. Distribute copies of Part A of Activity 38 and review with participants the three types of questions suggested for customer inquiry: Background, Probing, and Confirmation questions.
2. Ask participants to form small groups of two or three people each. Give them copies of the scripting sheet found in Part B of the activity.
3. Explain that the purpose of this activity is to help participants recognize the value of scripting questions in advance. Explain that scripting gives them a variety of questions they can readily access; it is not about reading questions verbatim, as if from a script. This exercise is designed to build confidence and consistency in dealing with customers.
4. Ask participants to write at least two questions for each category.

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