The Art of Questioning

The Art of Questioning

START

Agenda

1.

IcebraKER

2.

Funnel technique

3.

Questioning Techniques

4.

Practice time

Objectives

02.

01.

03.

Increase Diagnostic Efficiency

Mitigate Customer Frustration

Questioning for Efficiency

03.

Funnel technique

Has anyone ever heard of this technique?

The Funnel Technique, in the context of customer service and sales, is a structured method for asking questions that guides a conversation from a broad, general overview down to specific, necessary details.

Open-ended questions

As its name states, it is a way where you can be open and explain the full context of an issue or situation. This type of question is used at the beginning of a conversation to gather most of the information that we can use to understand the context as much as possible. They usually start with words like What, Why, How, Describe, or Tell me about.

Probing questions

These types of questions are used to understand and precisely identify an issue or root cause. They follow an open question and lead to the root cause of the problem. They often use phrases like "Specifically," "Can you elaborate on," "What exactly," or "When you say X, do you mean Y?"

Close- ended questions

These types of questions are quite different from open-ended questions. Because they demand a fast response, they do not motivate conversation; instead, they encourage an action following the answer. They often start with "Is," "Did," "Can," "Are," "Will," or specific identifiers like "How many" or "Which one."

Practice time!

Let's help Michael!

Great job! You helped Michael to buy Clara her engagemnet ring

What are your key takeaways from the class?

Thank you!

Graph

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Graphs are very shareable so they are ideal for social media and, as if that wasn’t enough: they usually generate quality traffic for the content we create.

10%

Use this space to briefly describe your graph and its evolution.

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Timeline

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You can briefly describe what the timeline of your presentation consists of and state the milestones achieved verbally so that no one falls asleep.

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[subtitle 0X]

You can briefly describe what the timeline of your presentation consists of and state the milestones achieved verbally so that no one falls asleep.

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+ INFO

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Graph + text

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Graphs are very shareable so they are ideal for social media and, as if that wasn’t enough: they usually generate quality traffic for the content we create.

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List/Process

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Synthesis and organization, the two pillars of presentation

We are visual beings

Social beings

Narrative beings

Chart + text

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Showing enthusiasm, smiling, and maintaining eye contact with your audience can be your best allies when it comes to telling stories that excite and capture the audience's interest: 'The eyes, chico. They never lie'. This will help you connect with your audience. Knock their socks off!

Tabla

Chart + text

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Showing enthusiasm, smiling, and maintaining eye contact with your audience can be your best allies when it comes to telling stories that excite and capture the audience's interest: 'The eyes, chico. They never lie'. This will help you connect with your audience. Knock their socks off!

We are visual beings

Social beings

We can understand images from millions of years ago, even from other cultures.

We need to interact with one another. We learn in a collaborative way.

Narrative beings

Digital beings

We tell thousands and thousands of stories. ⅔ of our conversations are stories.

We avoid being part of the content overload in the digital world.

Text + icons

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Although you shouldn’t overuse bullet points, icons and diagrams can be your best allies when telling stories.

Generate experiences with your content.

Make sure your audience remembers the message.

It’s got the Wow effect. Very Wow.

Es ordenada, jerárquica y estructurada.

Activate and surprise your audience.

Measure results and experiment.

Text + icons

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Generate experiences with your content.

Measure results and experiment.

It’s got the Wow effect. Very Wow.

Illustrating content is essential, especially when we include extensive, specific, and relevant information. As is the case with this creative whitepaper template.

Activate and surprise your audience.

Audio

If your content is interactive, it’s engaging.

Embedded content

If your content is interactive, it’s engaging.

Social media

Music

If your content is interactive, it’s engaging.

A great presentation ...

Conclusions

• is clear and structured.
• tells stories hierarchically.
• connects with your audience.
• matches the fonts and colors to the topic.
• includes images and entertains.

Describe the problem you’re going to resolve and, above all, the reason why your idea is interesting

‘Including quotes always strengthens our presentation. Break the monotony.’

Subtitle

Subtitle

Subtítulo

To tell stories in an orderly, hierarchical, structured, and concise way. These are the four pillars for giving a successful presentation.

Add secondary messages with interactivity

Add secondary messages with interactivity

Plan the structure of your communication

Measure results

[Subtitle 0X]

Showing enthusiasm, smiling, and maintaining eye contact with your audience can be your best allies when it comes to telling stories that excite and capture the audience's interest: 'The eyes, chico. They never lie'. This will help you connect with your audience. Knock their socks off!

Give it a hierarchy and give visual weight to the main point.

Plan the structure ofyour communication.

Give it a hierarchy and give visual weight to the main point

Establish a flow throughthe content.

Subtítulo

To tell stories in an orderly, hierarchical, structured, and concise way. These are the four pillars for giving a successful presentation.

[SubtITLE 0X]

Showing enthusiasm, smiling, and maintaining eye contact with your audience can be your best allies when it comes to telling stories that excite and capture the audience's interest: 'The eyes, chico. They never lie'. This will help you connect with your audience. Knock their socks off!

Measure results

Establish a flow throughthe content.