
Closed questions —These are the most frequently used
type of question. Be careful when you ask a closed
question because you will get a yes or no answer. This is
fine if that is what you are looking for. Closed questions
are appropriate when you are ready to ask your customer
to make a commitment.
Open questions —Asking questions that require more
than a no or a yes solicits additional information from
your customers. They will need to think about their
responses. When you are in the initial information-
gathering phase, open questions can provide a wealth of
information. You can also ask open questions to direct
the conversation. They ...