Tips for Asking Hard Questions

Marketing Viewpoint by Ruth Winett

Questioning without Offending

Business deals are formed after an exchange of questions and answers. These exchanges help the seller understand customers, their situation, and their needs. David Fields offers tips for using questions to obtain important, but sensitive, information. His perspective is that of a consultant, but the tips are applicable in other business and personal situations.

First, have “a good reason for asking the question.” Second, obtain permission before asking “uncomfortable questions.” Fields calls this “presumptive permission.” Seeking permission works just as well when asking friends and family hard questions.

Seeking Permission Tactfully

Fields offers six ways to tactfully seek “permission.” These are followed by our examples of when you could use these questions:

“Would you mind if?” [Would you mind if I sat in at your next sales meeting?]
“May I?” [May I see the results of your customer satisfaction survey?]
“Are you open to a separate discussion?” [“What could you do to regain that customer?]
“May I ask a delicate question?” [Is your boss interfering with how you do your job?]
“May I ask a personal question?” [Is it hard to speak up when you are overworked?]
“May I offer a suggestion?” [To reach younger staff, text or call; don’t email.]

Using Questions To Deliver Bad News

After conducting a new product test, I had to tell the client that their cardiac monitor was unlikely to succeed, despite years of expensive research. In such cases, David Fields recommends leading with, “I have to share some results today that are not altogether favorable. Is that okay?” In replying “yes,” clients or customers imply that they are prepared to hear and accept the results, even if these are not the results they wanted.

The Bottom Line

Have a good reason for asking sensitive questions, and then pave the way by requesting permission to ask the questions. Be prepared with a couple of ways to seek the desired information in case your first question is not answered. Be calm and sympathetic and remember that your tone of voice is as important as the words you use.

Source:

https://www.davidafields.com/how-to-gain-critical-delicate-information-from-prospective-consulting-prospects/?

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