Chapter 6. Directing the Conversation: Lock-On and Impact Questions
SO FAR, I have given you several types of questions to use as tools when meeting with prospective and current customers. By now you may be wondering, what do I do with all of the information I get from my customers after I ask these questions? How do I manage the conversation while still allowing the customer to vent and discuss problems? If I let the customer do all the talking, how will we ever get anywhere in the conversation? The answer to these questions lies in the next tool I will introduce you to, the lock-on question.
A lock-on question maintains the flow of a natural conversation while providing a way to steer the discussion in certain directions. By using a lock-on ...
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