How is your questioning technique for fact
finding?
Fact finders are a way of life in the "sale of advice" profession. And they are good idea in
any sales situation. A properly constructed Fact Finder is a modern sale support initiative
that enhances your professionalism.
A good fact finder is only part of the success equation though. When combined with wellplanned interactive questioning, that can leverage your results considerable. Fact finders
tend to be very clinical. So having the right questions to complement the fact finder puts a
more humane face on the information extraction process.
•
•
•
•
•
What are the correct questions?
How do you ask the questions?
Do you not only take notes, but really listen to the answers to the questions?
Do you understand the difference between inquisitorial and helpful questions?
When do ask the questions?
One of the first things to do before you do the fact find is to pre-position yourself as to why
you need to ask so many questions. Tell people WHY you are going to ask them questions.
Explain before the fact find why you will be asking for confidential information. Introduce your
benefits and advantages sheet with a section on how the fact-find HELPS the client. Tell
people the more they can tell you the more you can help them.
What type of questions are there in the fact find process?
General questions
Probing questions
Effect questions
Open ended questions
Obligation questions
Sales presentation questions
Create your own list of questions you have experienced in the past to gain the best leverage
from your fact finding exercise, Keeping the type of question in mind
Learn how to develop active listening when you are engaged in the fact find. This means
adding emphasis to the client's disclosure with binding communications such as: Uh Uh. I
see. Is that so? Mmmm. Good. Yes and thank you.
Page 1
This creates a connective dialogue that is encouraging, non-confrontational and supportive.
These simple psychological connectors can have a far more positive impact on your efforts
than you may realise.
Another important factor to consider is how to use silence to help people communicate when
you are using a fact find. After asking a specific question, don't start talking about another
aspect of the fact find. Let people express themself about one question at a time. Wait for
their answers by supplying that valuable silent time, so they can articulate their answers.
Conduct your fact-finds at a clean desk. Some people even use a separate, neutral room to
their normal work place to conduct a fact find.
Make sure there are no external distractions from landline phones, mobile phones or people
"popping in". Some of the questions can be quite personal, of a sensitive nature and
sometimes have never been thought of by the prospective client.
Action
1. Develop a range of questions to ask during the fact find that gain emotional capital about
the person.
2. After each fact find analyse what was most effective and what needs work on in your
questioning technique and strategy.
This article is reprinted with permission from Jim Prigg CEO and founder of
Knowledgemaster Pty Ltd. Knowledgemaster is an online resources company that delivers
practical communications, interaction, sales and soft skills tips, tactics, techniques. Learn
more about winning business programs by calling Jim Prigg at 03 5232 1500 mobile 0408
520453 or visit www.knowledgemaster.com.au
email
KnowledgeMaster® P/L. ACN 44 137 872 952
14 Wood St. PO Box 57 Colac Vic Australia 3250
Tel 03 5232 1500 Mob 0408 520453
[email protected]
website www.knowledgemaster.com.au
© KnowledgeMaster Pty Ltd www.knowledgemaster.com.au
Page 2