The questioning technique
The Consultative Method is a technique that helps you
uncover your clients' implied needs and develop them
into explicit needs. You will then be able to offer a
solution that specifically addresses those needs.
Background
questions
Background questions have low value for the client but
provide you with basic information about his/her
circumstances. Prepare by formulating only few
background questions structured in a logical manner.
Example:
Have you worn hearing aids before? How long have you had
this problem? Have you consulted your doctor?
Problem
definition questions
Problem definition questions are far more relevant for
the client as they focus on his/her individual concerns
and problems. Develop a clear understanding of these
issues by asking questions that help you uncover and
understand them.
Example:
Are you satisfied with your current hearing aids? What
sort of problems do you have when you're listening to
the TV?
Consequence
questions
Consequence questions are very important when dealing
with complex products or services. They can reveal the
scope and severity of the client's problem and shed
light on the consequences of it. This heightens the
desire for an effective solution.
Example:
How does your problem affect your family? How has it
affected your career? Does it make you inclined to avoid
social occasions?
Desire
questions
Desire questions motivate the client to focus on a
solution. However, it is not enough that the client
acknowledges a problem - he/she has to desire, be
convinced and be willing to take action.
Example:
Why is cosmetic appearance important to you? Would it
help to hear everyone at meetings? What other ways could
hearing aids help you?
Implied
needs vs. explicit needs
Background and problem definition questions uncover
implied needs. Implied needs are a statement of
problems, difficulties or dissatisfactions.
Consequence
questions and need questions develop the implied needs
into explicit needs. Explicit needs are strong desires.
Hard of hearing people go through an awareness process -
from first realizing that a problem exists, to
acknowledging it and to finally taking action to resolve
it.
Arriving
at this stage is a challenge but now it is your turn to demonstrate
capability.
