Asking Questions
AND Listening To The Answers
From a marketing perspective, the primary reason for asking questions is to gather information.But not just any information...you need accurate and detailed information to find leads, attract prospects and serve clients.
No Stupid Questions
Invariably I would respond with “The only stupid questions are the ones that are not asked.”
After indulging me with a small laugh, she would describe whatever issue she was facing and I would help her answer her own question.
I believe that the answers to non-technical, subjective judgment calls are accessible to each of us.
We just have to learn to use and trust our questioning mind and be open to new possibilities.
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This reference to my secretary’s ‘stupid question’ illustrates the
reluctance that many people experience regarding asking questions. Some people mumble their questions, often following a comment like “I was wondering if…”
Still others seem to disguise their questions as overly wordy statements.
Perhaps this reluctance is because we do not want to appear foolish. We may believe that by asking questions others will think less of us.
Few factors are more disempowering than a fear of what other people think.
On the other hand, clarifying issues and resolving misunderstandings through asking questions increases your knowledge.
Increasing your knowledge base can be a very empowering experience.
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Why Ask?
Different people ask questions for different reasons.
Lawyers for example, will ask questions to gather information when
investigating a situation. However, when in court, they switch to asking questions to introduce evidence.
They might even ask questions to embarrass individual witnesses, attempting to undermine their credibility and testimony.
Similarly, some people ask questions to demonstrate another person’s ignorance or lack of knowledge.
Presumably this approach allows the questioner the opportunity to position himself as a knowledgeable authority.
And of course it is not uncommon for sales people to ask leading questions to get to the point that they can launch their sales pitches.
If you don’t ask, you won’t know...if you don’t know you will probably make assumptions, which may or may not be accurate.
This is definitely not the best way to build a successful business.
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Don’t Just Ask…Listen Carefully
Without a doubt, it is important to ask appropriate questions to gather the information you need.But the process does not stop there.
It is equally important to do what many people are not very good at: listen to the answers.
Effective listening starts with you, specifically with an open mind.
Because our brains process information much faster than words are spoken, we often think and do other things when other people are speaking.
We solve other problems, think about our response to what we are hearing or plan other activities.
This makes it difficult to pay full attention and to listen closely.
Little things can be distracting. Instead of allowing the distraction, concentrate on what you are hearing.
By carefully listening and letting people finish their thoughts, you avoid jumping to conclusions.
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Benefits of Asking Questions & Listening to the Answers
As well as contributing to great client service and adding quality to your service, asking questions and listening carefully to the answers offers very significant strategic benefits.Asking client-focused questions is a very effective way to demonstrate that you care about other people.
This will increase your trustworthiness and help distinguish you from the competition.It can also reinforce your brand promise of quality.
Your combination of trustworthiness, credibility and a promise of quality service will continue to allow you to attract new clients.
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