Probing questions
On average, how long do you take probing with your caller on our phone script?
What are your top 3 favorite probing questions?
That's right! It takes as long as it takes. Every student is different and being flexible will allow you the opportunity to connect with your student at their pace. Your first two questions are great for finding out where the student is in their buying cycle and understanding what might be motivating them to consider school at this time. I caution you about using the third question as it could take the student 'below the line' - meaning to a place where they feel defensive and possibly judged. How can you rephrase the question so that you can learn more about the student while keeping it positive and encouraging.
I guess as long as it takes, just not TOO long. I like to ask How long have you been interested? Why are you looking to make a change? and What has kept you from pursuing school?
Chris, it sounds like you are asking open-ended question. I'm curious, what information are you hoping to learn from the student using these questions?
Dr. Jean Norris
2-3 minutes
My favourite probing questions are;
what made you want to go back to school?
where do you want to see yourself after graduation?
what is most important when it comes to your job/career?
You're right Devin...it depends on the caller! Some callers are apt to open up right away, while others take a bit longer to warm up. I see that you like to ask probing questions to get to know the student and that you are also using your listening skills. It's great to hear that you can get a sense if the question you've asked was taken differently than it was intended. Keep up the good work!
These are great open ended questions for learning more about your students, Joshua. It sounds like you try and have your student do most of the talking during your phone call so that you can understand where they are coming from and what they want. How don you find this approach works on the phone?
I would say it depends on the caller. For the most part I would like to spend about three minutes or so at least of my call probing for information. If I sense that the caller is taking it as a personal questioning. Then I back off and ask them if I can give them some information. Otherwise I like to tag on questions from our discussion and get to know thema bout 5 minutes or so.
I try and use the first third to half of my call "probing". I feel like this is important because it is where you find out why the student is interested in taking college classes, and what they are looking for in a school. It also helps you set up any "benefit selling" techniques later in the conversation.
My top three probing questions are:
1.) What got you interested in returning to school?
2.) What kind of things are you looking for in a college?
3.) How do you feel about going back to school? Why do you feel that way?
