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The Art of the Question

The Art of the Question

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The Art of the Question

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  1. The Art of the Question Change your talk-to-listen ratio & change everything for the better Candace Franco Training Director

  2. The Purpose t o a n We want to elevate our questioning skills t r A F m o r

  3. Actively work on our questions We will look at two different kinds of questions and talk about when and how to use each Examine the focus of our questions We will explore how to soften the landing of difficult to ask questions The Process

  4. The Payoff When you elevate your questions to an F Art orm you: Close more sales Increase the amount of your average sale Provide bettercustomer service

  5. Exercise 1 Take 1.5 minutes and write as many questions as you can.

  6. Two Kinds of Questions Technical Questions ? Ignition Questions

  7. Technical Questions Technical questions seek specific information that is directly related to the service or products that you provide.

  8. Technical Questions • Do you own cemetery property? • Are you considering cremation or burial? • Do you belong to a church? • Do you have family members buried in our cemetery?

  9. Technical Questions 1 When used in a list, these questions can feel cold and impersonal…like an interrogation. 2 3 4 5

  10. Ignition Questions Ignition questions light a fire! Ignition questions uncover needs and desires. Ignition questions spark thinking. Good ignition questions are open but focused Ignition questions expand possibilities.

  11. “I find most people have thought, at least a little, about their funeral. What they want or don’t want, tell me when you think about your service what is important to you?”

  12. “Now that I have an idea about what is important to you we should consider the people who are close to you. Whom should we be thinking about as we put your funeral plan together?”

  13. “Today’s funerals are a reflection of our lives: our work, our interests, our belief system and the groups or organizations to which we belong. Tell me about you. What will we want to consider as we put your plan together?”

  14. Exercise 2 Look at the questions you wrote down earlier Put a beside the ones that are Technical Next to the Ignition questions, write an

  15. Exercise 2 Look at the questions you wrote down earlier Discussion: Share examples from your list.

  16. Listen Listening is the link Ask an ignition question Listen to the answer Respond with a technical

  17. Example “I find most people have thought, at least a little, about their funeral—what they want or don’t want. Tell me what is important to you?” “I don’t want to spend a lot of money. I want to keep it simple.” Respond with a technical or a new ignition question

  18. Exercise 3

  19. Focus When you have really heard it, you know exactly where to go. Based on what you have told me,I would suggest…

  20. Balance

  21. Getting Started 1 2 3 4 5 Listen. Three good questions. Lose the list.

  22. Candace FrancoTraining Director