■ The corresponding Participant Workbook provides a “Pre-Program Quiz.” This activity has a dual purpose. Use it as a pre-test or buy-in activity which sets the stage for immediate involvement. Reviewing the answers at the end of the training session is very effective to reinforce the new skills and techniques learned in this session. ■ Choose the segments of the program that best meet your needs. Decide the viewing method that works best (start/stop, all inclusive, minus the review segment, etc.). ■ When using Telephone Doctor Participant Workbooks, there are a variety of ways to complete the questions. 1. Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page. 2. Prior to class, instructor selects most pertinent questions to be completed during class. 3. Assign homework to participants to complete remaining questions. ■ Verify participant understanding by asking questions. They should do most of the work. Resist the urge to take over. Facilitate, but don’t dominate. Ask questions, coax answers, encourage give and take. ■ Encourage involvement of the participants by beginning questions with phrases such as: “What did you think about that?” “Tell me what you just saw.” “How do you relate to that vignette?” “That was interesting; what was your take on it?” “What were your initial impressions?” “How did that scene make you feel?” Before You Begin: Tips for Trainers (Cont.) Involve the Participants (Cont.) ■ Reduce participants’ apprehension by positively reinforcing their comments with statements such as: “That’s interesting; tell me more about what you mean.” “I hadn’t considered that angle yet.” “Good point.” “Okay, thanks for sharing that with us.” “That’ll be one of the things we need to consider.” “I really like your insight.” “That’s sure a unique perspective. Who else has some ideas?” ■ Reward participants for their enthusiastic participation. Prizes are always coveted.
TELEPHONE DOCTOR® PRESCRIPTION: 1. When customers are undecided, use leading questions to direct them to a decision. 2. Remember—the object is to lead, not to push. Skill Practice – Key Point #5: Leading Questions Facilitators Note: Complete one or both of the exercises below, then have a group discussion. Leading questions are useful in guiding customers, leading them to make decisions. Here are a few questions from the Questioning Techniques program: “You want to know about our same-day service visits, right?” “You understand what I mean by pet occupancy permits, don’t you? “You’ll want to go ahead and make a reservation for this back pain seminar, won’t you?” Activity #1: Ask all participants to write down three Leading Questions that would be useful in their departments. Next, review these questions in small groups and select a few to share with the class. Examples might include: “When should I call you…Thursday morning or Friday afternoon?” “Did you want this shipped today or tomorrow?” Activity #2: Let’s have some FUN! Ask each participant to create a few Leading Questions to use with family members or friends? Expect to hear examples like this: “You’d like to help put away the groceries, wouldn’t you?” “You said dinner was on you, correct?” “Many hands make light work, isn’t that right?” “You can drive me to the mall, can’t you?” “The floors need to be swept, wouldn’t you agree?” Offer these examples to help participants get started – “Restate”/ “Tie Down” examples include:
Responses 1. When customers have urgent requirements to fill, serious problems to solve, or a complaint to register, they may respond to your greeting by expressing their feelings before they express their needs. How can you recognize these “disguised responses” in order to deal with them effectively? ♦ A disguised response, which covers up the customer’s real need, can take the form of a statement or a question. Example: “I don’t know how you stay in business. Does your shipping department mess things up on purpose?” ♦ Disguised responses often contain exaggerations, which should not be taken literally. Example: “This is the eighty-second time I’ve had to call you this week!” ♦ Many disguised responses are actually tests a customer uses to find out if you’re interested enough to ask for an explanation. Example: “I’m probably wasting my time telling you this, but here goes.” 2. When a customer seems to be giving you a disguised response, what should you do to remove the disguise and discover the real need? ♦ Listen carefully. Ask yourself, “Do they really mean that?” “What is this person really trying to tell me?” ♦ Ask sincere questions designed to reveal the true nature of the customer’s need. TELEPHONE DOCTOR® PRESCRIPTION: 1. Pay close attention to what the customer says. Try to determine what the customer is really trying to tell you. 2. Never argue. Instead, ask sincere questions designed to get through the disguise and identify the actual need.