19 August 2018
'Using an Adapting Question'
When professionals ask questions, particularly in sales, you would expect them to know how to word questions for maximum sales advantage.
However, this is hardly ever the case. What's more likely is that they simply ask the first question that pops in their head... which is a great shame because they're failing to be effective.
One type of question that's often overlooked is the Adapting Question. When you realise what this is and how easy it is to use one, you may well wonder why you've not picked up on this before.
What is an Adapting Question?
This type of question matches the level and language of the person you are addressing. It removes any jargon and unnecessary details - focusing on who you are speaking with and matching them in order to create built-in empathy.
Example in a Mobile Phone Store: (An elderly couple). Poor example
Typical Interaction Question:
Hello. I see you've picked up our latest smart phone. It comes with 600 minutes, unlimited texts and 5 ‘gig’ of data. Do you want a contract or pay as you go?
Using an Adapting Question. Good example
Hello. I see you've picked up one of the latest phones. It comes with a package of free calls and texts. Were you thinking of paying monthly or paying as you go?
The main things is… that it should never sound patronising. This couple may be totally knowledgeable about smart phones. However, until you know this, you adapt the question to most suit who is in front of you. It would also be prudent to ask the question in the same way of a young person in their 20s, until you know how best to adapt to them. And then keep adapting throughout the conversation. Speak their language and see how the person warms to you and wants to further engage...
A Bit of Humour for You
At the Electric Company:
"We would be delighted if you send in your payment on time.
However, if you don't, YOU will be de-lighted.”
In a restaurant window:
"Don't stand there and be hungry; come on in and get fed up."
In a Radiator Shop:
"Best place in town to take a leak."
At a Cemetery:
"We'll be the last to let you down."
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