Chapter 1: The Importance of Inquiry

Effective communication can either foster connections or create barriers. The key lies in understanding the motivations behind questions.

During my time in sales training within the freight sector, I discovered the crucial practice of never responding to inquiries without first grasping their intent. Instead of providing immediate answers, we were encouraged to respond with something like, "That's a great question. What prompted you to ask?"

By uncovering the reason behind a prospect's inquiry, we could tailor our responses more effectively and steer clear of introducing negativity into the dialogue.

Consider the following exchange:

"Do you provide services to Boise, Idaho?"

"No, we don't."

The conversation halts there.

Now, let’s look at a more engaging approach:

"Do you provide services to Boise, Idaho?"

"That's an interesting inquiry. Do you have shipments going to Boise?"

"Yes, around 20 each month."

"While we don’t service Boise directly, we can facilitate delivery through one of our partners."

Alternatively:

"Do you provide services to Boise, Idaho?"

"Good question! Do you have freight headed to Boise?"

"No, but my great aunt lives there, and I was just curious."

"We don’t service Boise directly, but we can work with a partner. How long has your great aunt lived there?"

By discovering the motivation behind the question, you can keep the conversation flowing positively.

Using "Why do you ask?" can also serve as a tool for gracefully shutting down a conversation. If someone poses a personal question you’d prefer to avoid, these four words can help steer the dialogue away from uncomfortable topics.

For instance:

"I heard you and your partner separated. What happened?"

"Why do you ask?" (Said politely, as opposed to a more confrontational reply.)

If the inquirer lacks a legitimate reason, they may fumble and shift the topic without further prompting. You need not explicitly call them out on their rudeness.

Of course, they might have a genuine reason—perhaps they're searching for a roommate or wishing to offer support. If they boldly state, "I’m just curious," you can still opt for a response like, "I’d prefer not to discuss it."

Just because someone asks a question doesn’t mean you’re obligated to answer immediately without more context.

Incorporate these four transformative words into your everyday vocabulary, and witness how your conversations become richer and more meaningful.

Why do you ask?

Thanks for reading. This article was originally published here.

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