How To Ask Effective Outcome Questions
It is very important for customer service representatives to use effective outcome questions because they steer the conversation away from the problem and focus on the solution.
Skillful outcome questions enable an individual to focus on the way the conversation is headed. The skill lies getting the customer to reveal what they want and then provide a solution to their problem.
There is a difference between open questions and closed questions.
A close-ended question is one that can generally be answered with a simple "yes" or "no." An example might be: "Did you like our product?" The customer can respond with a simple "yes" or "no." If you are lucky, you might even get an answer with more than one word, such as "it's OK."
Open ended questions, on the other hand, require more thought. A...
