Communication and questioning skills

The so-called communication skills refer to people's skills of communicating with others by means of writing, language and body language. Communication skills involve many aspects, such as simplifying the use of language, actively listening, paying attention to feedback, controlling emotions and so on. The following are my communication and questioning skills, welcome to share.

Communication skills 1 There are different ways to ask questions, and the corresponding questions can only be guaranteed by concrete analysis of specific problems.

Generally speaking, the following methods can be used to ask questions to customers:

1. Closed question

Closed-ended questions are questions that lead to positive or negative answers within a certain range. This kind of question can make the questioner get specific information or exact answers, such as "These are the conditions. Have you decided? "

Closed-ended questions limit customers' answers, and customers can only choose from limited answers, such as "Do you think it is more reliable to cooperate with big companies?" "Are you free today?" "Can I leave product information?" Wait a minute. For these questions, customers can usually only answer short answers such as "Yes", "No", "Right", "Wrong", "Yes" or "No", so that customers not only feel passive, but even feel interrogated, and salespeople can only get extremely limited information from customer answers. Therefore, unless it is absolutely necessary, it is best not to use closed-ended questions.

2. Open questions

Different from closed-ended questions, open-ended questions do not limit the answers that customers can answer, but completely let customers freely play around the topic of conversation according to their own preferences. Open-ended questioning can not only make customers feel natural and speak freely, but also help sales staff to understand more effective customer information according to customer conversations. Not only that, customers usually feel relaxed and happy when they are not bound, which obviously helps the two sides to further communicate and cooperate.

Open-ended questions usually adopt the following typical methods:

(1) "What ..." You can ask this question: "What advice do you have for us?" "What kind of trouble are you in?" "What else does your partner think?" "What do you think of this product?" What do you think are the most attractive advantages of this product? ""What will happen to your job if you adopt this product? "

(2) "Why ..." You can ask: "Why do you have a soft spot for this product?" "Why are you so radiant today?" "Why are you facing such a serious problem?"

(3) "... How? "Or" How … "You can ask:" What do you think the situation will develop? " "What can we do to meet your requirements?" "How do you usually deal with these problems?" "How do you want this matter to be finally solved?"

Ask leading questions

Guiding questions means asking some questions with strong suggestive answers. This kind of question leaves respondents with almost no choice but to answer according to the answers designed by the questioner, which is undeniable. For example, "speaking of now, I think it is ... you will definitely agree?"

Ask exploratory questions

Exploratory question is a kind of question that extends and explores the opinions or answers of customers. This kind of questioning can not only find more information, but also play a role in detection. For example, "we want to reduce the price appropriately, can you increase the purchase volume?"

5. Confirmatory issues

Confirmatory question is a kind of question that rephrases the customer's answer to confirm or supplement. This method is often used for key problems at critical moments, which can not only further clarify, confirm and reconfirm the problems from the other party, but also find more sufficient information. For example, "according to your statement just now, I understand ... is that right?"

Skills of communicating problems 2 In order to effectively promote the success of the transaction, the salesperson should implement the following principles when asking questions:

1. Principle of objectivity

The principle of objectivity is that the main purpose of asking questions should be to understand the real thoughts of customers, not to induce customers to make some promises or force customers to accept the ideas of salespeople.

2. Stage principle

The phased principle is that when you ask questions to customers, you should do it in different periods to avoid asking questions continuously, which will make customers feel disgusted with the sales staff.

3. The principle of encouragement

The principle of encouragement is to encourage customers to give deeper and more detailed answers when asking questions. If the salesperson's question only has a simple "yes" or "no" answer, then such a question is not appropriate. Because you can't learn more information through "yes" and "no".

4. Clear principles

The clear principle is to make the questions easy for customers to understand and answer. Avoid asking too complicated and lengthy questions, that is, ask simple and clear questions, and don't ramble and procrastinate.

Expert guidance

Pay attention to methods and principles when asking questions to customers. Every salesperson should have this experience. Questioning is an important form of language marketing. Proper questioning can play a great role in the promotion process. Pay attention to the way of asking questions and abide by the principle of asking questions. On the one hand, customers can participate in the negotiation process, which also reflects the respect and care of sales staff for customers. On the other hand, it can encourage customers to concentrate, better understand and remember the information sent by sales staff, and lay the foundation for stimulating the desire to buy; At the same time, it can also test the accuracy of prior judgment. Therefore, in the process of asking questions to customers, salespeople should always pay attention to the above methods and principles in order to use them flexibly. If we can pay attention to the way, observe and consider these principles in every question we ask our customers during the whole promotion process, then the successful transaction will not be far away.

Communication and questioning skills. Questions must be to the point.

In communication, any question must closely revolve around a specific goal, and every salesperson must remember this. Therefore, everything you say and do in the process of communicating with customers should be purposefully carried out, and never deviate from the most fundamental sales target aimlessly.

In this regard, before meeting customers, salesmen should gradually decompose the most fundamental sales objectives according to the actual situation, and then consider the specific questioning methods according to the decomposed small objectives. Such formulaic questions can not only avoid wasting each other's time by talking about some boring topics, but also realize the goals at all levels step by step.

Second, you must be polite and cautious.

Salespeople must be polite and friendly to customers when asking questions, and don't leave customers with the impression that they are not respected and cared about; At the same time, you must think carefully before asking questions, and avoid aimless nonsense. Moreover, if the question raised by the salesperson seems stupid because it has not been thought through the brain at all, the customer will feel disgusted and even drive the salesperson out of the house without hesitation.

No matter what kind of customers, they don't like to be interrupted recklessly, and they don't like to listen to the endless praise of their products by salespeople, because many customers regard salespeople as "people with ulterior motives" before buying products. However, if salespeople ask them friendly and pertinent questions in an attitude of soliciting customers' opinions, they will gradually relax their vigilance and resistance to salespeople.

Third, ask more open questions.

Open questions are the opposite of closed questions. The so-called closed question means that customers can only choose from a limited number of answers, which are often short answers such as "Yes", "No", "Right", "Wrong", "Yes" and "No", such as "Can I leave some information about the product?" "Do you think it is more reliable to cooperate with big companies?" Wait a minute. Closed-ended questions will not only make customers feel passive, but also be interrogated, and salespeople can only get extremely limited information from customers' answers.

Therefore, salesmen should ask customers more open-ended questions, and don't limit their answers to the answers to questions, but let customers express their true thoughts around the topic of conversation according to their own interests. Open-ended questions can make customers feel natural and speak freely, and help salespeople understand more effective customer information according to customer conversations.

There are many advantages to asking customers skillfully. It can not only better grasp the customer's needs and maintain a good relationship with customers, but also help to master and control the negotiation process and reduce misunderstandings with customers.

The point of the problem is:

1, listen and understand each other's needs and avoid rude questions.

2, into each other's voice atmosphere, establish affinity.

3. Appropriate use of security issues to adjust the atmosphere.

Examples of security issues:

1. Are you busy at work recently? What are you up to?

2. How have you been recently?

3. Is there anything happy recently?

4. What good books have you read recently?

5. What good movies have you seen recently?

6. What do you like to eat? Do you have anything in particular you like to eat?

7. How is everyone at home?

8. Is there a traffic jam on the way to work?

I like spring. Which season do you like?

10, did you see that (hot) event on the Internet?

Communication problems. Tip 4 1. Asking questions with affirmative sentences during negotiation and asking a question that surprises customers with positive tone at the beginning of negotiation are reliable ways to attract customers' attention and interest. For example, "Do you have ...? ""Do you have ...? "Or say your dominant idea first, and pass it on to customers by asking questions at the end of this sentence." Many advanced companies use computers now, don't they? "In this way, as long as you use it properly, what you say conforms to the facts and is consistent with the customer's point of view, you will guide the customer to say a series of" yes "until the transaction is completed.

When you ask customers, you should start with the general things and then go deeper and deeper. Although there is no fixed procedure, generally speaking, you should start with general simple questions and go deeper step by step, so as to find the needs of customers, create a harmonious sales atmosphere and lay the foundation for further sales promotion.

3, first understand the customer's demand level, and then ask the specific requirements. After understanding the customer's demand level, you can grasp the general direction of your speech, narrow the problem to a certain range, and easily understand the specific needs of customers. If Gu Rong's demand level is only in the low stage, that is, the physiological need stage, then his attention to products is mostly focused on economy and durability. When you know this, you can focus on asking questions from this aspect and point out how the product meets the needs of customers.

4. Pay attention to the expression of the problem. The following short story can illustrate the importance of expression.

A priest asked his boss, "Can I smoke when I pray?" This request was flatly rejected by the boss. Another priest also went to ask the boss, "Can I pray while smoking?" The request for smoking was granted.

Therefore, in the practice of promotion, we should pay attention to the expression of problems. For example, an insurance salesman asked a woman this question: "What year were you born?" As a result, the lady flew into a rage. So the salesman learned his lesson. Put it another way: "In this registration form, you have to fill in your age. Some people are willing to fill in 2 1 year or older. How do you want to fill it out? " The result is much better. Experience tells us that it is helpful to tell the truth before asking questions.

Questioning Skills in Communication: Common Questioning Methods

1, ask questions, which are put forward in the form of questions in a euphemistic tone. This way of asking questions is to ask questions in vain without knowing the other party's intention, to avoid the embarrassing situation caused by the other party's refusal, and also to find out the truth of the other party. For example, a salesman intends to clinch a deal, but he doesn't know if the other party will accept it. It's not good to ask the other party directly, so he tentatively asks, "Is this product of good quality? Would you please comment? " If the other party intends to buy, it will naturally evaluate; If you are not satisfied, you will not flatly refuse, which will embarrass both sides.

2. Heuristic questions Heuristic questions ask questions in the form of virtual first and then real, so that the other party can make the answers that the questioner wants. This way of asking questions is persuasive, which is conducive to expressing your feelings, prompting customers to think and controlling the direction of sales promotion and persuasion. If the customer wants to buy a hat, the salesman asks, "Do you want to buy a hat of good quality or poor quality?" "Of course, I want to buy good quality!" "Good goods are not cheap, and cheap goods are not good. This is also ... "

3. Negotiating questions Negotiating questions ask questions in the form of soliciting opinions from the other party and induce the other party to cooperate with the answer. This makes it easier for the other party to accept. Even if there are different opinions, they can maintain a harmonious relationship and the two sides can further negotiate. For example, "Do you think we can choose the goods tomorrow?"

4. Limited questioning-one question prompts two alternative answers, both of which are affirmative. People have a * * * thinking that it is easier and safer to say "no" than "yes". Therefore, expert salespeople try not to let customers say "no" when asking questions. When making an appointment with a customer, an experienced salesperson never asks the customer, "Can I come to see you this afternoon?" Because this kind of question can only be answered by "yes" or "no", most customers will only say, "No, my schedule this afternoon is too tight. Call again when I'm free. " An experienced salesman will say to the customer, "Do you think I will come to see you at 2 or 3 this afternoon?" "It's better to come at 3 o'clock." When he said this, your agreement had been reached.

Communication and Questioning Skills Article 5 Communication and Questioning Skills: Four Principles of Questioning

1, the principle of objectivity

The principle of objectivity is that the main purpose of asking questions should be to understand the real thoughts of customers, not to induce customers to make some promises or force customers to accept the ideas of salespeople.

2, the phased principle

The phased principle is that when you ask questions to customers, you should do it in different periods to avoid asking questions continuously, which will make customers feel disgusted with the sales staff.

3, the principle of encouragement

The principle of encouragement is to encourage customers to give deeper and more detailed answers when asking questions. If the salesperson's question only has a simple "yes" or "no" answer, then such a question is not appropriate. Because you can't learn more information through "yes" and "no".

4, the principle of clarity

The clear principle is to make the questions easy for customers to understand and answer. To avoid asking too complicated and lengthy questions, it is to ask simple and clear questions, and not to be long-winded and slow.

Communication questioning skills: eight ways to ask questions

Second, master the eight methods of asking questions

If you want to be an influential person, you must master the dominance of influence, and the dominance of influence needs to be realized by asking questions.

Generally speaking, there are eight main ways to ask questions:

1, the question is concise.

The design of the question is too complicated, and it is easy for customers to lose interest in listening. So don't ask questions too long, conciseness is the most important thing.

Step 2 ask questions to show affinity

Ask questions to avoid provocation, attack, etc. And have affinity.

3. Ask some questions to arouse each other's interest.

Generally speaking, people are more concerned about their own strengths and weaknesses. What is related to immediate interests can arouse people's interest most.

situation

Asking questions will interest the other person.

Xiao Wu, a salesman, introduced the computer software to Mr. Zhang, the purchasing director of A company: "Mr. Zhang, I have a way to help your company reduce the operating cost of 10% every month."

Mr. Zhang asked curiously, "Really? What product is it? "

It is not difficult to see that Xiao Wu instantly attracted Mr. Zhang's attention.

4. Ask questions that can change the other person's mind.

Persuasion itself is a process of constantly changing ideas. The problem is successful and effective only if it has the influence to change the other side's angle.

5. Questioning strategies vary from person to person.

There are differences between people, so we should adopt appropriate questioning strategies according to different objects.

6. Questions should lead to their own preset answers.

Design questions should lead to expected answers. Otherwise, you have to keep listening and change the way you ask questions.

7. Ask questions to further the communication between the two sides.

By asking questions, the other party is willing to continue to communicate, thus making communication further.

8. Ask questions to get the information you want.

By asking questions, both parties can get the information they want, which is conducive to effective information communication.

Skills of communication and questioning 6 Listening

Listening can encourage others to talk about their own situations and problems, which can help them find solutions to their problems. Listening skills are the key to effective influence and require considerable patience and concentration. Listening skills consist of four individual skills, namely encouragement, inquiry, response and repetition.

1) Encouragement: Promote the wishes expressed by the other party.

2) Q: Get more information from each other through exploration. 3) Reaction: Tell the other person that you are listening, and make sure that you fully understand what the other person means. 4) Retelling: used at the end of the discussion to make sure that you have not misunderstood each other's meaning.

Atmospheric control

A safe and harmonious atmosphere can make each other more willing to communicate. If the two communicating parties suspect, criticize or maliciously slander each other, it will make the atmosphere tense and conflict, accelerate the psychological defense of the other party and make the communication poor.

Damaged or invalid. Climate control skills are composed of four individual skills, namely association, participation, dependence and consciousness. 1) Combination: Emphasize things that both sides have interests, values, needs and goals, so as to create a harmonious atmosphere and achieve the effect of communication.

2) Participation: stimulate each other's investment attitude, create a kind of enthusiasm, make the goal completed faster, and create a positive atmosphere for subsequent promotion.

3) Dependence: create a safe situation, improve each other's sense of security, and accept each other's feelings, attitudes and values.

4) Awareness: Resolve potential "explosive" or highly conflicting situations to avoid negative or destructive discussions.

promote

Pushing skills are used to influence others' behavior and make others gradually conform to our issues. The key to effectively using pushing skills is to make the other party accept your opinions without doubt and feel motivated to finish the work with a clear and concrete positive attitude. Pushing skill consists of four individual skills: feedback, suggestion, reasoning and reinforcement.

1) Feedback: Let the other person know how you feel about their behavior. This kind of feedback is very important for people to change their behavior or maintain appropriate behavior, especially when providing feedback, which should be put forward in a clear, specific and non-aggressive way.

2) Propose: express your views specifically and clearly, so that the other party can understand his direction and purpose of action.

3) Inference: make the discussion progressive, sort out the conversation content, and lock the discussion purpose and goal on this basis.

4) Enhancement: To influence others by enhancing their positive behaviors (behaviors that conform to the communication intention), that is, to motivate others to do what you want them to do.

Skills of communication and questioning Article 7 First: Ask some open-ended questions.

In order to enrich the dialogue, it is very important to ask some open-ended questions, such as sentences that start with words such as "how", "when" and "why". Start chatting with open-ended questions, such as "What do you usually do in your spare time?" This kind of question will lead to more topics. Don't ask closed-ended questions that can be answered with yes or no, such as "Do you like movies?" Closed-ended questions will leave both sides in a dilemma of nothing to say.

Second: Be an active listener.

People can only say 100 to 175 words per minute, but they can accurately hear and distinguish 300 words. But because only part of the brain is working when listening, it is easy to get distracted-while listening to each other, thinking about other things. Active listening is an effective way to solve this problem-purposeful listening. For example, listen to information, get instructions, understand others, solve problems, share interesting things, feel others and help. It is also important to reply after listening, so that the other party can know that you understand what they said. You can reply to others by summarizing and repeating what you have heard.

Third: Create your own chat "secret room".

If you feel that you can't concentrate on listening to others, try to establish a "small secret room" with someone you can chat with. Imagine that this secret room is isolated from the world. Without those distractions, you can concentrate on the content of the chat. Meditate what the other person said in your mind-thus strengthening the information and avoiding distractions.

How to be confident, comfortable and outgoing in a crowded and unfamiliar gathering place?

Fourth: Pay attention to social etiquette and concentrate on talking with people.

When others want to get your attention or have a long talk with you, don't avoid or turn your head to answer. Instead, you should turn around and talk to them. Only by focusing on communication can we communicate and understand better. Pay attention to body language and tone when you speak, and look directly at each other with a firm and confident attitude. Remember to smile unless you are complaining.

Fifth: Don't take it for granted.

Don't pretend to know what other people think and feel. Learn to prove it through communication. Many things we often can't find enough facts to prove our guesses, so we have to verify what they say.

Chatting with anyone is a communication book for introverts.

The conversation class in the first class is a very good communication book.

Sixth: Avoid hostile remarks.

If you need to discuss some sensitive issues with the other party, don't use hostile sentences, such as: "You should know me better", "Why do you want to make me sad", "You never understand me" and "I thought we would be very happy". These hostile statements will not promote dialogue, but will only lead to conflict.

Communication and questioning skills 8 1. Remember to express love and gratitude in words.

Many people think I love him, and he should know! I miss him. He should know. I am grateful to him, he should feel it! But as a result, he didn't feel or know these "should". Husband and wife originally came from different family environments, and their views on some things have traces of their own families. Moreover, the differences between the sexes make it impossible for us to think about the same thing all the time. So gratitude, or love, should be felt by no one. Need a clear statement from one party. Many times, it may not be understandable to express it, let alone not to say it.

Don't assume that he knows or understands.

Everyone has a tendency to expect too much from understanding, especially in intimate relationships. I dated a couple who had been married for ten years. My wife always says, I know what he is thinking, and I even know what he wants to say. And my husband is getting more and more silent, why? Because the husband has his own ideas, and the wife thinks she knows her husband, if the husband speaks his own ideas, he will quarrel with his wife, so the husband chooses a more peaceful method-silence.

3. listen to TA first, and then let TA listen to himself.

In marriage, we can see many silent partners. In the process of negotiation, I found that the result is usually because the silent party is defeated in the language struggle, so the policy of not communicating with each other is adopted. So, don't be too eager to communicate, lest your speech turn into a hurricane and ruin everything in front of you.

4. Love has no right or wrong to win or lose. There is no need to get the upper hand in a quarrel.

Many couples, once they have a quarrel, will argue about right and wrong and win or lose. There is no winner in the process of falling in love and quarreling! In the process of winning or losing, in fact, everyone lost. Because I forgot the purpose of the initial communication, I failed to achieve the expected communication effect. And many things in life are unsolvable, and there is no right or wrong. Therefore, in the case of disagreement, it is much better to say a few sweet words to your partner and think of a win-win solution than to argue endlessly about right and wrong and win or lose. Family is not a court, and husband and wife are not lawyers and judges.

5. Try to avoid expressing negative emotions.

Share good things, happy things and unhappy things with your partner, especially those brought by your partner, and don't say them immediately.

When you feel sad and depressed, please stop for a moment. If possible, wait for yourself to calm down. Let calm rather than excited emotions dominate the situation, so that you will always be the master of your inner world. When you are calm, you can convey your true thoughts, even if it is hidden under temporary depression. In this way, even if you are still complaining, your partner can still feel that you are saying, "I really love you."

6. Learn to enjoy silence together

Couples have been married for many years, and sometimes they really lack topics. Silence also came into being. Let silence be a way of communication, not just a pause in conversation. Learn to explore your partner's spiritual world with your sensitive heart. Love will sublimate in harmony and exquisiteness.

7. Learn to speak with your eyes

The eyes are the windows to the soul. Scientific research shows that families who look at 15 minutes a day have a 70% higher sense of happiness than families who don't make eye contact. Make eye contact a part of communication language. Emit energy through derivation, which is of course the energy you want to convey. Tell your eyes that you need it to get involved and express all your positive feelings.

8. Be realistic about your partner's expectations

Don't expect your partner to be perfect, human beings are inherently imperfect. Accept your partner for who he is, and don't create another one in your imagination. Only by recognizing and accepting the reality can we have a chance to help others improve themselves.