Global Sales School

Question 1

Inquiry Questions

Answer 1

“What leads you to conclude that?”
“What data do you have for that?”
“What causes you to say that?”
Use unaggressive language. Do not provoke defensiveness or “lead the witness.” Instead of “What do you mean?” say, “Can you help me understand your thinking?”
Draw out your client’s reasoning. Find out as much as you can about why they are saying what they’re saying.
“What is the significance of that?”
“How does this relate to your other concerns?”

Question 2

Advocacy

Answer 2

State assumptions and the data that led to them. “Here’s what I think and how I got there.”
Explain assumptions. “I assumed that …”
Make your thinking explicit. “I came to this conclusion
because …”
Give examples of what you propose. “To get a clear
picture of what
I’m talking about consider this example from a client with a
similar business
to yours …”

Question 3

Test Understanding

Answer 3

Encourage your
client to explore
your approach,
assumptions and
data.
“What do you think about what I just said?”
“What can you add?”
Don’t be defensive
when your ideas
are questioned. If
your ideas are worthwhile, they
will only get
stronger by being tested.
Reveal where you
are least clear in
your thinking. This defuses opposition and invites
co-learning and
co-creation. “Here’s one aspect you might help me think through …”
Even when advocating,
listen
remain open, and
encourage your client to share different views.
“Do you see it differently?”