ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

Using Probe for Effective Communication

Updated on March 7, 2013

What is Probing?

To obtain information from customers, you frequently have to ask for it. Whenever you make requests for information, you're using the skill of Probing. Usually, probing takes the form of asking questions. But you are also probing when you request a demonstration or explanation.

There are two types of probes--open and closed. A request for information that allows the customer to speak freely is an open probe. Open probes generally begin with "what", "how", "why", "tell me", or "show me". Such probes give customers an opportunity to respond in whatever way they wish.A request that limits the customer's response to a few alternatives is a closed probe. Closed probes generally begin with "do", "are", "is", or "which". They can be answered by "yes" or "no" or a choice among limited alternatives.Use open probes in the beginning of a conversation to gain information and when you want to expand on something, especially if a new topic has been brought up.

The following situation call for open probes.

Customer:

"Well, at least that problem is fixed."

Tech Rep:

"Oh, what other problems are you having?"

Sometimes open probes fail to get the information you need, or they may not be the most efficient way to find out what you want to know. When that's true, you'll find closed probes will help you undercover the specific information you need.

Closed probes are also useful to check whether you've understood something said or done. Confirming with closed probes helps you avoid misunderstandings. Closed probes to confirm also demonstrate that you're paying attention.

When you probe to confirm what has been said or done, your'e simply making sure that you have understood what's going on. You don't need to agree to confirm your understanding. Nor should you indicate support for negative statements about yourself or business.


See money saving tips around the home http://tiny.cc/mvzgg and at the gas pump http://tiny.cc/fgck2


Comments

    0 of 8192 characters used
    Post Comment

    • profile image

      gepeTooRs 2 years ago

      It’s the best time to make some plans for the longer term and it’s time to be happy. I’ve learn this publish and if I may I wish to suggest you few fascinating issues or suggestions. Perhaps you can write subsequent articles relating to this article. I desire to read even more issues approximately it!

    • profile image

      Futamarka 5 years ago

      В рамках программы «Социальное развитие Омска до 2012 года» предусмотрено выделение 73 миллионов рублей социальных выплат на личное смехотворчество и приобретение туши в Омске за государственный счет. Такая компетентная федеральная парфюмтика разрешит удержать население города, большую часть которых составляет перспективная трудовая сила, в Омске. В отдельных прочих городах России дефицит туши заставляет население иммигрировать из-за высокой арендной платы.

    • profile image

      Cupencehect 5 years ago

      We accustomed to receive at the top of lifetime nevertheless recently We have developed some sort of level of resistance.

    • profile image

      novhie 8 years ago

      thank u for share

    working

    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, hubpages.com uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at: "https://hubpages.com/privacy-policy#gdpr"

    Show Details
    Necessary
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the googleapis.com or gstatic.com domains, for performance and efficiency reasons. (Privacy Policy)
    Features
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Marketing
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Statistics
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)