ART - Using Probing Questions to Uncover Needs TELLER

ARTICLE

FOR TELLERS

Using Probing Questions

to Uncover Needs

Customers will come to you with different needs and

problems. To help your customers, you will need to

uncover their individual situations. By asking the right

probing questions, you can determine exactly what it is your

customers want or need. By listening carefully to what they say and observing their actions and reactions, you can make suggestions to help them meet those needs.

Probing questions are a valuable tool in gathering information. Each customer has a wide range of financial needs, however the customer may not define them adequately. That is why asking the right question is an important sales skill. The purpose of questioning is to get the customer to state their financial requirements/needs. Only after you thoroughly understand the customer's situation can you present the products/ services that will best meet those needs.

CSP TIP

Incorporate the customer's name into your questions. The personalization of your conversation will help overcome resistance to answering your questions.

Example: "Mr. Customer, to better understand your needs, may I ask you a few questions?"

This will also be an easy way for you to maximize your evaluation scores!

How and when you ask questions is as important as what you ask. Before you begin the probing process, always ask for the customer's permission. By requesting permission and providing a brief explanation of why you will be asking these questions, you will keep the customer from becoming defensive and resistant to answering your questions because s/he will understand that you are only trying to gain information to better understand her/his needs. (Example: "May I ask you a few questions so I can determine which one of our accounts will be best for you?' `To save you time, I need to ask you a few questions. Would that be okay, Mr. Customer?").

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ARTICLE

FOR TELLERS

Using Probing Questions

to Uncover Needs - continued

When asking questions, follow this three-step process:

Start with general questions to establish rapport - "Why are you unhappy with the bank where you currently have your accounts?" "Do you want to move all of your accounts to our bank?"

Move on to detailed questions - "What kind of accounts do you currently have?" "You said convenience is important, correct?" "What other things are most important to you?"

Finish with questions that are more sensitive in nature - "Is your payroll check set up for direct deposit?" "If I understand you correctly, the reason you are looking for a new account is that you are tired of paying the service fees at the bank where you currently have your account ? is that right?" "Is there anything else that you dislike about your current account?"

There are two basic types of probing questions:

OPEN-ENDED QUESTIONS: Require more of an answer than "yes" or "no". Open-ended

probing questions often start with who, what, where, how, why, tell me, explain or describe. The answers to this type of question provide a lot of information and important clues about what the customer needs, wants or knows about your products/services. Open-ended questions should be the primary type of question used to gather information because they get the customer talking. The more you encourage your customer to talk, the more you learn. (Example: `Tell me more about what's important to you in a checking account.') After you've gathered the initial information with open-ended questions, use closed-ended questions to fill in the missing pieces.

CLOSED-ENDED QUESTIONS: Can be answered with a simple "yes", "no" or one word response. Frequently they begin with would, can, are you, which, will, do, is, has, does, and when. Closed-ended probing questions limit discussion. They should be used to confirm facts and obtain details or specific information from customers. (Example: "Do you want a checking account that pays interest?")

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ARTICLE

FOR TELLERS

Using Probing Questions

to Uncover Needs - continued

Since open-ended questions provide more comprehensive information, use the following substitutions to change a closed-ended question to an open-ended one:

Replace

WITH

Did you................................................................ When will you Have you..................................................................What have you Is there...................................................................What is there Do you..........................................................................How do you Will you........................................................Tell me how you will Can you....................................................Describe how you can Was it...............................................................Explain what it was

SUGGESTION:

Using an effective mix of open and closed-ended probing questions gives you the input you need to respond knowledgably to your customer. To increase the amount of information you obtain from your customers, use more open-ended questions. Start your information gathering with open-ended questions. Use closed-ended questions to provide specific details during the conversation.

Service & sales Teamwork Attitude Recognition Success

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