Effective Questioning Skills

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QUIZ

Effective Questioning Skills

01/05

False

To ask effective questions, firstly, you should consider the information you require from the person. Is this true or false?

True

By knowing what information is necessary for you to obtain, you are prepared and can determined what question are required to be asked.

01/05

FEEDBACK

This is so that you do not sound like you are interrogating the individual.

02/05

This is so that you do not sound like a robot.

Why should you ensure that you do not simply ask questions from a checklist when communicating on the phone?

This is so that you do not waste any time.

Make sure you don't just read the questions on the checklist. This sounds like an interrogation, and the other person will soon tire of being forced to disclose information.

02/05

FEEDBACK

Surface, Short, Medium and Deep

03/05

Surface, Shallow, Medium, Deep

What are the four levels of effective questioning?

Surface, Short, Medium, Bottom

The four levels of effective questioning is Surface, Shallow, Medium, Deep

03/05

FEEDBACK

04/05

Deep

Medium

“Could you tell me your name and reference number please?” What level of question is this?

Surface

Surface question will give you surface information, like name, account number, details of the enquiry and similar details.

04/05

FEEDBACK

05/05

"Deep" questions.

Shallow questions.

You may sometimes need to use the fourth level, this level is known as..

Elaborate questions.

Sometimes need to use the fourth level, known as ‘deep’ questions, to find out further information or to gain commitment from the caller. These would probably only be necessary when the caller hasn’t given you all the necessary information for you to make decisions or to take action.

05/05

FEEDBACK

You are a star!

Please try again

Wrong!