Being able to ask questions and empathetically listen to our customers' responses enables us to uncover their motivation for wanting to change or improve upon their current situation. The art of probing, or asking thought-provoking questions, distinguishes a good salesperson from a great one. Our credibility with customers stems from our ability to demonstrate a thorough understanding of their needs. When we use open and closed probes properly, we can elicit a wealth of information from a person that uncovers those needs. Asking thought-provoking questions distinguishes a good salesperson from a great one.
Open probes are questions that encourage customers to speak freely about a particular situation.
In a sales situation, you'll find that by using open probes, your customers will elaborate on particular needs that they consider important. The opportunity to expand on their own unique situation establishes rapport and a comfort level that sets the tone for the entire sales call, whether it's on the retail floor or in a prospect's office. Tell me about your past experience. Closed probes typically limit a response to yes or no, or a brief remark. The use of closed probes is important in confirming the existence of a need when you hear one expressed or when your intuition tells you that a need exists.