Asking questions is the best way to understand the needs of your clients. Anyone can ask a question -- but the truly skilled funeral professional knows what, why, and how to ask questions that will truly help his clients.
DURING THE ARRANGEMENT:
Asking questions effectively
When you're working with a computer, there's a saying: "Garbage in, garbage out."
What it means? If you put the wrong information in, you'll get the wrong information out.
In funeral service, this same principle applies when you're communicating with a client.
They're wanting something but can't put it into words -- and you're asking the wrong questions -- which means, you'll probably get the wrong information . . . at least not the information you're going to need to arrange and direct a service they'll be satisfied with.
So, here's the deal: In funeral service, being able to ask the right questions is at the heart of every arrangement -- whether the family wants a direct cremation or a full, traditional service and burial.
By using the right questions -- during the arrangement conference -- you'll not only improve your communication skills, but you'll also have a better set of facts to work with.
You'll also be able to satisfy the client -- and that means building a stronger relationship.
The same applies in-house -- when you're working with colleagues. If you ask the right questions, you'll be able to move forward faster -- and in funeral service, time is always a rare commodity!
There are two main kinds of questions: Opened and Closed
A closed question usually demands a single word or very short, factual answer. For example, "Are you from here in town?" or "Are you the only child?"
An open question demands longer answer…and they usually begin with the words, "Who," "What," or "How." An open question asks the other person for facts or knowledge.
These questions demand longer answers. "Describe your father to me." Or, "Tell me exactly what you had in mind for the memorial gathering." What happened at the meeting?
Here are some examples:
Developing an open conversation: "What did you get up to on vacation?"
Finding out more detail: "What else do we need to do to make this a success?"
Finding out the other person's opinion or issues: "What do you think about those changes?"
Closed questions are good for:
Funnel Questions are conversations that begin with general questions and home in on one point in each answer.
Next, they ask for more detail. This style is often used by detectives taking a statement from a witness.
Tip: When using funnel questioning, start with closed questions. As you progress through the tunnel, start using more open questions.
Funnel questions are good for:
Probing Questions Asking probing questions is another strategy for finding out more detail. Sometimes it's as simple as asking for an example, to help you understand a statement they have made.
At other times, you need additional information for clarification.
Tip:Use questions that include the word "exactly" to probe further: "What exactly do you mean by fast-track?", "Who, exactly, wanted this report?"
Probing questions are good for:
More Tips: Make sure that you give the person you're questioning -- colleague, client or vendor -- enough time to respond. This may need to include thinking time before they answer, so don't just interpret a pause as a "No comment" and plow on.
Skillful questioning needs to be matched by careful listening so that you understand what people really mean with their answers.
Your body language and tone of voice can also play a part in the answers you get when you ask questions.