NEW
Font size
WorksheetsUpSkilling_ProbingQuestions_Quiz
Total questions: 10
Worksheet time: 3hrs 30mins
Scenario #1: "I received a bill earlier and I don't understand why there's an extra $20 charge?"
A. Did you receive the bill via E-mail or it was mailed to you?
B. May I know how much is your bill right now?
C. Did you make any changes on your account recently?
D. Did your account get suspended?
Scenario #2 "Can I ask for another extension for paying my bill?"
A. When will be the due date for your payment arrangement?
B. What do you mean by another extension? Can you tell me more about it.
C. Have you tried processing payment arrangement by yourself before?
D. When was your last payment?
Scenario #3 "I want to upgrade my phone"
A. How much is your current bill?
B. When would you like to process the upgrade?
C. What is your current phone model and what phone would you like to have?
D. How much is your current phone?
What are some tips in for providing effective probing questions?
Lessen the customers efforts, deepen the relationship, staying longer, and making sure customer is happy.
Use open-ended questions, Active Listening, Use Reflective Listening and Follow up
Clarify customer needs, build trust and rapport, identify potential issues and provide relevant information
Close-ended Questions and Open-ended Questions
Provide two best questions with this scenario;
"Why am I still receiving a bill from my phone that I already cancelled a month ago?"
Did you call us to cancel your line? And did you received any confirmation about the cancellation?
Can we double check the bill?
When did you cancel the line?
Have you done the request from the store or over the phone? What's the name of the representative that you spoke to that time?
Is the phone paid off?
Provide the appropriate close-ended questions with this scenario;
"I just received my phone yesterday but it seems like the phone is not yet activated
What have you done so far?
Did you try turning it off and on again?
Have you tried using a different phone?
Did you charge the phone fully before using it?
Which among the choices are the most important factor in providing effective probing questions to our customer?
Clarify customer needs, Identify potential issues, and Provide relevant information
To make customers happy, to stay longer with us, to lessen their efforts and to deepen their relationship
Provide positive surveys, and help keep the customers from calling us back
What is the importance of providing effective probing questions for you as a representative?
To better understand the customer's needs and concerns, leading to a more efficient resolution.
To impress the customer with your knowledge and expertise.
To make the conversation longer and more engaging.
To demonstrate your authority and control over the conversation.
Reorder the funnel effect from the top to bottom
Closed question
Open question
Probing question
Probing question
Closed question
Open question
Open question
Probing question
Closed question
None of the choices
What is probing question?
A question that seeks to uncover more information or explore deeper understanding
A question that requires a simple yes or no answer
A question that is unrelated to the topic being discussed
A question that is meant to confuse or mislead the respondent
