Question

Develop two examples each of closed-ended questions and open-ended questions. Ask both questions to at least five of your friends and document the responses. Which type of question was easier to control? Why? Which type of question provided more information? Why? How might you use both types of questions in a sales presentation?

Answer 1

Closed-ended questions-

1. Are you happy with our customer service? Yes, No.

2. Are you happy with the experience provided by our hotel? Yes, No.

Open-ended questions-

1. What was the kind of experience you had with us?

2. Tell me about your experience at ABC.Inc as an employee?

After documenting the answers from my friends- the ones that were easier to control was the closed-ended questions because it was structured and easy to code. It made statistical analysis easier which also facilitates comparison between the respondents.

The type of question that provided more information was open-ended questions because it was highly descriptive than closed-ended questions. It gave more qualitative description about the topic or service or product. It provided infinite number of answers.

For a sales presentation, closed ended questions are essential for probing and diagnosing the customer’s requirements. With an yes or no, the sales person can elaborate on the identified need or topic to make the leads to sales. This is used to uncover the needs of the customers which they themselves would not have perceived. On the other hand, open-ended questions are essential for building rapport with customers and closing the deal. This is because they make the prospective buyer thinking about the brand rather than just push the product or service to the customer.