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ers with their janitorial service for a fee less than the cost to purchase the containers. |
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Once again, wasted effort. The manager didn't give the bigger picture that prompted the question. |
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Explain why before you ask. Context makes a big difference. If people know why you're asking, they may supply helpful information that you haven't even thought to ask. |
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Tip 471: Ask closed questions to gain agreement. |
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Closed questions call for a specific, limited answer, not an expansive one: a word, phrase, or simple sentence. Salespeople learn firsthand the hazards of giving customers too many choices, because they can't make up their minds. Instead of "What color staplers do you want?" they ask, "Do you want those in black, gray, or putty?" |
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When you're in a hurry to get agreement, try the same technique with your boss or coworkers: "I need to talk with you about the Compton project. Would Tuesday morning or Wednesday after 2 o'clock be better for you?" To a customer try, "Would you prefer that we send you a refund check now, or credit your account for next month?" Closed questions focus others' thinking and bring them to decision quickly. When you want a specific answer, ask a pointed question. |
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Tip 472: Ask open-ended questions to gather information. |
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Open-ended questions usually cannot be answered with a simple word or two. Such questions begin with who, what, where, why, when, or how. They give listeners a wide range of responses. Examples: "How do you think the client will react to this proposal?" "When do you think would be the best time to survey our employees?" "What things should we be wary of when we change suppliers?" ''Where have you had the most success with this procedure?" "Who do you think could benefit from this new information?" Open-ended questions provide you with the most information. |
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Tip 473: Ask others for opinions rather than facts if you want to draw them out. |
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Requesting a fact limits a person's thinking. He or she generally answers with the fact and grows silent again. If you want to have the person expand so that you can gather a wide range of information and impressions, suggest a topic rather than ask a question: "Tell me what you think about the |
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