telephoning

In this podcast lesson we are going to examine the different types of questions that are used to clarify details and handle enquiries on the phone.

Customers and colleagues call you with questions. To answer their questions or to address their needs, you need to ask questions, too. But, all questions are not created equal; to get the kind of response you want, you need to know how to choose the appropriate type of question to ask.

Using effective questioning techniques allows you to get information you need. It also helps you stay in control of the conversation.

Also, when you are confronted with difficult situations, the use of different types of questions will help diffuse the situation.

We're not going to look at the five main question types and the various situations where these questions can be used.

 
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