Planning the Ask

Don't shy away from the tough questions

Most people are naturally suspicious of questions. When determining needs you should be as sensitive as possible during the process of questioning your client.

• Give a preamble: let the customer know that questions are coming, why you are asking, and how is in their interests to answer.
• Cluster questions into categories, focusing on strategy, finance, inventory, and so on, each with its own preamble.
• Be straightforward in your questions.
• Don't shy away from the tough questions.

ACTION POINT: Be careful of questions that begin with a "'why" --they can appear judgmental and put people on the defensive: it helps to introduce them with a preamble.