Questions That Open Conversations
Ask questions that invite a homeowner to share what matters to them.
The quality of a conversation is set by the quality of your questions.
Closed questions end conversations; open questions grow them.
A thoughtful question shows respect far more clearly than a polished explanation.
The question sets the conversation
A closed question gets a yes or a no. An open question gets you the information you need.
Swap the question, change the answer
“Do you have any problems with your system?”
Talk to a homeowner
A homeowner mentions they rarely need service. Your job is to understand the home, not to correct them.
Open it up
Flip each closed question into one that invites a real answer.
Is your system old? Do you want coverage?
Check your understanding
Which is an open question?
Asking two questions at once gets you more information.
The homeowner says “We rarely have problems.” What is the strongest follow-up?
What should follow a good question?
One question,
then listen.
You can now…
- Turn a closed question into an open one
- Ask about the home, not the product
- Use a follow-up question instead of a rebuttal
- Stop asking once the homeowner starts talking
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