The ‘Invite’ stage of the conversation cycle is a very useful means for taking control of the dialogue. This is generally done through asking questions and drawing the other person into the conversation. There are a number of forms of questions, which are described below.
Closed questions
Closed questions are generally used to narrow down the conversation and find out specific answers. They are questions that normally result in one word answers such as ‘Yes’ and ‘No’ or a short phrase. Closed questions normally begin with the following phrases:
Do/did, eg, ‘Did you load the so ware?’
Can/Could
Will/would, eg, ‘Would you confirm your address, please?’
Have
Isn’t it?
Wasn’t it?
Closed questions serve a number of purposes:
- They enable the questioner to keep control of the conversation.
- They provide quick information and facts.
- They allow the conversation to be led in a particular direction.
- They check understanding.
Closed questions may sometimes be used to slow down or halt overly cha y and rambling customers eg, ‘So, you would like your new furniture delivered on Thursday afternoon, is that right?’
Checking questions
These are closed questions that enable the CSR to identify if the customer has understood and is following the discussion. The challenge is to do this without appearing to patronize or imply that the customer is not intelligent enough to understand. The use of tone here is very important and incorrect use may convey the wrong impression. Rather than saying, ‘Did you understand what I just said?’, it is much safer to turn it around with, ‘Have I explained that ok? I would be very happy to go through it again.’
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