The Art of Questions

The Art of Questions

Vincent Ivan Phipps
Contributing Writer
Communication VIP

Last spring I was in a group of about 90 passengers delayed in an airport. We were tired, hungry, frustrated, and just wanted to go home. People were called individually to the ticket counter to discuss their destination options. I observed the first few people attempt negotiations by asking negative, closed questions such as: “Is it not true that for all this hassle I get a free meal?” or “Because you all messed up my flight home, can I be reimbursed half the price of my tickets?” The ticket attendant was very nice and for each person, she answered a confident, “Yes Ma’am,” or “Yes Sir.”

I watched as each person walked away satisfied with a look of triumph as if to say, “Step aside and make way, for I am the Master Negotiator!” I decided to practice what our company preaches. Instead of yelling or asking for only one thing, I asked an open question: “Considering the unfortunate delay in my travels from your airline, what compensations am I entitled to?” Notice I asked what compensations, plural!

The airline representative apologized and said, “Sir, we can give you a complimentary meal and a round trip ticket anywhere we fly.” Although I was grateful, I was not finished. I asked, “O.K. that sounds great, what else?” She then said, “Well, I can also give you additional flyer miles and upgrade you to a first-class business seat, but that’s all I can do.” I then responded with a StopProbe, “So let me make sure I have it correctly. I will receive a $20.00 meal voucher, double flyer miles, one round trip ticket to any of your destinations, and an upgrade on this flight, is that correct?”

The airline was willing to offer more than what the other passengers had requested. Since they asked closed questions: “can I, may I, will you, do I get a?” it made it easy for the attendant to just say “yes.” When each person received a yes, they left. They also left some benefits on the counter.

Good negotiating is often referred to as an art. By mastering the jargon, using good vocal tones and body language, having good people skills, and demonstrating in-depth product knowledge, a good negotiator can have the other side see his/her point of view and have them agreeing that his/her proposed way is the best approach. Whether negotiating a deal on a new car or selling your company’s services, asking the right questions is an art. Here are some tips that can help you get your desired outcome.

Ask open questions to:

Establish trust. Consider the other side as your partner. Ask “what” or “how” questions to show your efforts in achieving a “win-win.” For example: “What can my company do to reassure you that you and your department are making the right decisions?” or “How can our company assist your team in providing services that will benefit everyone in your department?”

Get information. Ask, listen, pause, then answer. Before offering too much, get as much information as possible to make the best decision. For example, “If I agree to purchase, what positive changes can I expect from my computer system over the next 30 days?” or “If I buy this today how will my employees benefit?”

Ask closed questions to:

Ensure understanding. Reduce confusion by being clear. Poor negotiations and misunderstandings are often the result of saying yes too soon or by not saying no soon enough! Use specific questions that ensure clarity. For example: “This price includes shipping, assembly, a $100.00 rebate, and a 5-year warranty. Is that correct?”

Confirm commitments. At the conclusion of a negotiation make sure both parties are in agreement. “So what I am hearing is that if I can meet your budget and increase sales by at least 15{938cd9e8dae860e800efc538277d4f7684e6f6981618ba70d1c34357a53c2e1f} over the next quarter, you are willing to sign, right?”

Bottom line, in any negotiation, each side wants to win. By asking the right questions at the right time, you are better equipped to get what you need because you have understanding and commitment; no questions about it!