GPI 154 – Learn how to ask questions to get the answers you need.

Some people cannot tell you what is wrong until you ask yes or no questions.  Some people do not respond well to open questions.  When asked what is wrong with a product, they will tell you nothing.

People know what they do not like, but only if you ask them.  What is surprising is their different response when you point out and ask about specific attributes.  When the questions are couched in this more specific way, you get better more descriptive answers.

Questions to ask your employees specific questions like these about the company product attributes:

• Do you like this color for the company product?
• Do you like the current packaging for the company product?  If not, what would you change?
• Do you think the company product looks attractive to the average buyer?  If not, what one or two things do you think would be easy to change right away about the product that would make a key difference to buyers?
• If you do not like the current color of the product, what color would you prefer and consider buying if changed?  What color do you personally prefer for this product?
• Excuse me for a moment; let me grab a pen and paper and write down the specifics of the problem you had with our customer service today.  I can say that they are short of staff right now and we do want them to improve so we take comments like yours seriously.  I also want to get your name and call back number so a person can contact you today to resolve this issue with your purchase.  Okay, I am ready to write.  (Show interest and give the customer the benefit of the doubt; do not act as a third party.  Remember that this is the guy that pays your paycheck every two weeks.)
• Do you like the finish of the company product or is it unattractive?  If you do not like the current finish of the company product, what type of finish do you think would look better?  Do you have a preference?
• Would this product look good or fit well in your house?  If you do not think so, tell us why specifically.  (i.e. too expensive, wrong color, wrong type or does not fit theme or type of furniture, too large, too small, too dangerous for kids, too dull, takes up too much space, etc.)
• If you had this company product in your home, would this be popular among your family or circle of friends?  Do their opinions matter to you for this type of purchase?  NOTE:  Ask specifics because everyone generally has an opinion.
• What is the first thing that comes to mind when I ask you if you could make a change to our product?
• Without thinking or dwelling too long on this question, quickly tell me your very first thought about improving the company product?  Do you see a need?  If yes, would you change it?  What would you change to make it more appealing or useful?
• Have you spoken to your friends or family about the company’s product?  If so, what was discussed?  What problems were discussed that could help us to improve the product?
• What about the product is too sharp or too rough or does not seem to be finished?
• Is there something about the product that seems to be missing something or could be slightly changed to make it more comfortable to hold, handle or operate?
• Do our company products seem safe to you personally?  Do they seem safe enough to buy them yourself?
• Do the company products seem to be safe for children to use?  If not, what about the product is not child-proof or child-safe?  What could be changed to eliminate this as a problem for buyers?
• What can we do to show the buyer that this product is good for them?  What types of pictures do you suggest we feature to convey the benefits of buying this product?
• What do you think are a couple of major attributes that are appealing and make the buyer want to buy this product?  Even if you do not buy the product, what do you think would be appealing to buyers in general?
• What do you think are the major attributes that are NOT appealing and makes the buyer NOT buy this product?
• Do you think changing packaging to reflect the holidays is good for selling our product?  Do you think it detracts from the product or adds to it?