101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 39
The Name Game
“Only when you begin to ask the right questions do you begin to find the right answers,” says Dorothy Leeds in the book, Smart Questions: A New Strategy for Successful Managers. There are many types of questions you can ask to better understand customer wants and needs. Each type of question will solicit different types of information, so it’s important to know how and when to use each type for maximum effectiveness.PURPOSE:
✓ To experiment using different types of questions to experience different types of responses
✓ To understand what types of questions work best in various service scenarios
TIME: 20 minutesDIRECTIONS:
1. Prior to the meeting, copy and cut out each name in Activity 39. Place each name in an envelope. Give an envelope to each participant, and direct participants not to open the envelope or look at what is inside.
2. Divide participants into pairs. Direct pairs to open their partner’s envelope and place the name on the partner’s back, without letting the partner see the name. The activity will be for the partners to ask questions of one another in an attempt to discover the names on their backs. The names are those of people well known to most of us. Emphasize that participants can use any type of question that they like during the exercise; the only question they cannot use is “Who is the

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