UNIT 19: PROBING

Structure

19.0 Objectives
19.1 Warm up
19.2 Reading: Probing
19.3 Vocabulary
19.4 Writing and Speaking
19.5 Listening: Questioning Techniques and the Types of Questions
19.6 Grammar: Question Tags
19.7 Pronunciation: the Important Functions of Intonation
19.8 Let Us Sum Up
19.9 Answers

19.0 OBJECTIVES

This Unit will familiarize you with the probing skills required to deal with
customers. Here you will learn:

• What probing is
• The importance of effective probing skills
• The importance of questioning in probing
• Paraphrasing and its importance in probing
• The funneling technique
• Questioning techniques
• Skillful use of questioning techniques
• The use of tag questions

19.1 WARM UP

You must be surprised by the title of the unit. After all, you expect probing
questions to be asked by policemen when they are trying to find out who
committed the crime or by doctors to patients when they are trying to diagnose
the disease. Why do you think you need to ask probing questions in the line of
your work? Discuss with your partner.

19.2 READING: PROBING

The literal meaning of the word probe, according to the World Book
Dictionary, is “to search into, to examine thoroughly”. In the customer service
industry this meaning can be expanded to say that probing is a skill that is
used to uncover the customer’s needs, desires, problems, prejudices or
concerns without sounding intrusive and interfering. Customers are generally
wary of volunteering such information, and need to be gently probed into
sharing it with executives, accompanied by assurances that our only interest is
to use this information to serve them better.

Effective probing can create a stimulating, thought-provoking discussion, as a

result of which you can more easily understand what your customer’s needs,
wishes, and intentions are, or what his/her problem or concern is. Sometimes 83
 Customer Service when after an initial few questions you feel that the customer is hesitant,
suspicious or unwilling to trust, probing helps you to understand if he has a
prejudice due to a pre-conceived notion or opinion. In any of these
circumstances, effective probing will help you to gain insight into the
customer’s mind regarding the issue, hence afford you with better clarity to
sort out the issue satisfactorily. It is a skill that is especially helpful to get
information out of reluctant or passive customers.

Probing Tools

1 Asking questions
The most important probing tool for an industry
that requires you to constantly interact with
customers, is the ability to ask questions, and to
frame these questions in a manner that can get you
the information you require without offending
your customer’s sense of privacy. It is probably the single most
important skill that a salesperson can possess. Effective questioning
leaves little room for doubt and guess-work and sends across the clear
message to the customer that you are interested in determining his/her
needs and are committed to fulfilling them. Rarely do you get
information unless you ask for it.

One thing often said about sales people is that they talk too much.
Remember – if you are talking you are not listening! And if you do not
listen you will never find out what the needs of your customer are.
Using effective questioning techniques is one way of cutting down
your own talking time and uncovering the information that you need,
to sell your product or service. But do it skillfully so that you do not
appear to impose on the customer/prospective customer by shooting a
barrage of questions at him. Once you have established his/her need,
you can use the same questioning skill to guide him/her towards
acceptance of your solution.

The funneling technique:

This is a sort of structured questioning technique that keeps you on

track as you guide your customers towards your service or product
once you have uncovered their needs. It is a simple three step
procedure where you start with neutral open questions to get non-
specific information. You then move on to open leading questions to
get specific information, and you conclude with closed questions that
can help you get a commitment. The funneling technique involves
starting with general questions, and then making the questions
increasingly more specific, to get the information you are looking for.
The example and exercise in the speaking section will further help you
to practice this questioning technique.

The listening section deals in detail with the various types of questions
and questioning technique that can help you master your questioning
skills to make them more effective.

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2 Paraphrasing
Another essential probing tool is paraphrasing. What is paraphrasing?
It is restating that which has already been said using different words, to
confirm, check, simplify or clarify it. Paraphrasing is the most
effective way of ensuring that the information given has been correctly
interpreted by the receiver. It can be done by simply replacing key
words with their synonyms, making sure that meaning does not
change, or by explaining the same thing using simpler words. It does
not essentially need a change in the sentence structure, though it is
essential that you clearly understand the meaning of the sentence.
Paraphrasing is a means to confirm that understanding. It also serves
the purpose of conveying to the speaker that s/he has your complete
attention and interest. In sensitive situations, where your customer has
some problem and is unhappy with your product or service,
paraphrasing his/her concerns helps you to convey your empathy and
understanding of his/her situation. This helps you gain his/her trust in
your intentions and can thus turn what might have been a futile
exchange into a fruitful one. For example if somebody told you “Ray
is not happy with his cell phone”. You could paraphrase it by saying
“Ray doesn’t like his cell phone” or “Ray has a problem with his cell
phone”.

Check your progress 1

Answer the following questions based on your understanding of the reading
text.
1 What does probing mean in the customer service industry?
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….
2 What results from effective probing?
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….
3 Which is the single most important skill that a sales person can
possess? Why is this so important?
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….
4 What are the three steps used in the funneling technique.
………………………………………………………………………….
………………………………………………………………………….
85
 Customer Service ………………………………………………………………………….
………………………………………………………………………….
5 Define paraphrasing.
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….
6 List all the advantages of paraphrasing.
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….
………………………………………………………………………….

19.3 VOCABULARY

As you have learnt in the reading section, paraphrasing is a way of expressing

the same idea using different words. Paraphrasing is done to simplify or
clarify something and also to confirm to yourself and the speaker that you
have understood what has been said. For example:

a “My car has a flat tire” can also be stated as “My car has a puncture”.
Or, paraphrasing the other person “Your car has a puncture”.

b “I have a heavy work load today” may be stated as “I have a lot of

work.” Or, if you are paraphrasing what the other person has said “You
have a lot of work to do today”.

c “Today’s meeting was a sheer waste of time” or “Today’s meeting

didn’t serve any purpose” have the same meaning.

Activity 1
Now restate the following sentences in your own words, taking care that
paraphrasing does not change their meaning. You are paraphrasing what
someone else has said.

1 Please ensure that that you send this to me by the 15th.

2 I’m traveling for the rest of this week, so set up a meeting early next
week.
3 Book me on a flight out of Delhi early Monday morning.
4 I can’t seem to find the bill, so please send me another copy of it.
5 I seem to have been over billed for May, and would like a correction to
be made in my bill before I pay it.
86 6 I’d like a detailed report first thing tomorrow
19.4 WRITING AND SPEAKING

Funnel Questions

The funneling technique involves starting with general

questions, and then making the questions increasingly
more specific, to get the information you are looking
for.

For example a call to a holiday tour service goes like this:

Customer: I’m looking for an interesting 2-week holiday package.

Executive: Right. When would you like to travel?
Customer: In the summer.
Executive: Are you looking for a package in India or would you like to
travel abroad?
Customer: In India.
Executive: And would you have any preference for a particular state?
Customer: Yes, I’d like to visit Sikkim or Arunachal Pradesh.
Executive: Right. Would it be alright if I mailed you our brochures for these
states along with our summer packages? You can take a look and
I’ll call you to find out your preference……..

Activity 2

Make a conversation with questions using the funneling technique to get

information you need in the following situations. Then practice the
conversation with a partner. Record yourselves and listen to check your
speaking. Reverse roles and redo, and critique yourself and your partner.

1 A customer has called to complain about an error in his bill. This is his
third complaint and the same error has been showing up for the third
time.

2 A customer has come to find out about a printer he wishes to buy.

3 A customer has called to place an order for some office stationery.

19.5 LISTENING: QUESTIONING TECHNIQUES AND

THE TYPES OF QUESTIONS

Now listen to a class room lecture on questioning techniques and the types of
questions you need to be able to ask in order to have effective probing skills.

Asking the right question is at the heart of effective communication and

information exchange in general. But when probing for information, it is an
indispensable tool. The art of effective questioning cannot only help you in 87
 Customer Service gathering relevant information faster, it also helps you in understanding
people better, hence in building stronger relationships, and aiding you in your
ability to manage people better.

However, to be able to master the technique of effective questioning, we need

to look deeper into questioning techniques, and question types and when and
how to use them.

So let’s talk about some common questioning techniques, and also about when
(and when not) to use them:

1 Closed-ended Questions

A closed-ended question is one that usually receives a single word or a

very short, factual answer. For example, the answer to "Are you
sleepy?" is "Yes" or "No". Similarly, "Where do you live?" would
generally draw out in response the name of your town or your address.

Closed-ended questions are good for:

• Testing your understanding, or the other person's, as in "So, if I

get this order, will I get any incentive?" This would typically
elicit a simple affirmative or negative response.
• Concluding a discussion or making a decision: "Now we know
the facts, are we all agreed this is the right course of action?"
This would again receive a “Yes” or “No” response.
• Frame setting: "Are you happy with your new broadband
connection?"

But be warned that a misplaced closed-ended question can also kill the
conversation and lead to awkward silences, so such questions are best
avoided when a conversation is flowing smoothly.

2 Open-ended questions

Open-ended questions are meant to elicit longer answers. They usually

begin with what, why, or how. An open-ended question asks the
respondent for his or her knowledge, opinion or feelings. Of course, in
place of a question format, "Tell me", “explain” and "describe" can
also be used to get such responses. Here are some examples:

• What are you looking for in your new job?

• How was the training workshop?
• Why was he so angry?
• Tell me what your experience there was like.
• Explain the reasons for the delay in submitting your report.

Open-ended questions are good for:

• Developing the conversation: "What did you do at the

weekend?"
• Finding out more detail: "What other topics did the workshop
88 cover?”
 • Finding out the other person's opinion or issues: "How do you
think these changes will help the organization?"

3 Probing Questions

When we aren’t quite satisfied with the quantum of information

received as a response to open-ended questions, we follow them up
with a probing question that attempts to go a little deeper into the
issue. It may take the form of asking for an example, to help you
understand better what has earlier been stated. At another time, you
may just need additional information for clarification, "By when do
you need this report?”, or to investigate whether there is proof for what
has been said, "How do you know that the new software isn’t user
friendly?" These are usually follow-up questions to the open-ended
ones.

Exactly, specifically/specific, just are some words that help in asking

these probing questions. For example:

• What is your specific problem with that program?

• Which specific package was that?
• What exactly do you mean by ‘simplify it’?
• Just why did you ask for all those details?

Probing questions afford you further clarity and also help you to
get information out of people who are reluctant to part with it
otherwise.

4 Parroting or echo questions

Here you parrot or echo a part of what the other person has said with
an inflection in your voice that turns it into a question. You use this
form of questioning to gain more information or even to confirm that
part of the information. For example:

a To confirm:

Customer: Could you mail me a duplicate copy of my

invoice for the month of May?
Executive: ….for the month of May?

b To gain more information:

Customer: I have called to ask about the delivery of the

order I placed.
Executive: The order you placed…..?

5 Leading Questions

Leading questions try to steer the person you are communicating with
towards your way of thinking. But they carry the danger of being
misused and may cause the other person to feel they are being
manipulated. When used judiciously and with tact and understanding, 89
 Customer Service they can aid you in helping the other person to come to a decision,
especially when you are dealing with customers who are unsure of
themselves, or unable to make up their minds. You can use them with
questions like:

1 Plan B would suit you better, wouldn’t it?

2 You wouldn’t want to come in on Sunday, would you?
3 This 5-day package to France suits you the best, doesn’t it?
4 A billing cycle starting the middle of the month would be more
convenient for you, right?
5 Which plan would you like to go ahead with, A or B?
6 Would you like me to approve Option 3 for you?

Note that leading questions tend to be closed-ended. They generally help you
in closing a sale and are good for getting the answer you wanted, and at the
same time leave the other person feeling they made the choice – a win-win
situation at both ends.

The advantages of using the right question type in the right place

You’ve probably used all of these question types over and over in your
everyday life, at work and at home. But by consciously choosing the
appropriate kind of questioning for each situation, you can make it more
effective and maximize the gain in terms of information gained, and achieving
the desired outcome.

For gaining information: Use open and closed-ended, and probing questions

For relationship building: Use open-ended general questions, about interests

and opinions

To avoid misunderstandings: Avoid jumping to conclusions and use probing

questions to seek clarification, particularly when the consequences are
significant.

To diffuse a heated situation: Calm an angry customer or colleague by using

funnel questions to get them to go into more detail about their grievance. This
will not only distract them from their emotions, but show them you are
concerned, and possibly help you to identify what you can do to sooth frayed
nerves.

To persuade: No one likes being lectured to. Instead, ask open-ended

questions to gently nudge people into looking at the reasons behind your point
of view. "What do you think about bringing the sales force in for half a day to
have their laptops upgraded?"

For managing and mentoring: Use leading questions to get people to reflect
and to commit to courses of action that you've suggested: "Wouldn't it be a
good idea to have a training program to help us switch to the new software?"

Check your progress 2

90
Identify the questioning techniques used in the following. Use the short forms
given.

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 Customer Service

Closed‐ended – CE
Open‐ended – OE
Probing – PQ
Leading – LQ
Parroting or echo – EQ

1 The problem has been sorted out, hasn’t it?

2 The invoice for February?
3 Did you check with the Communications Department?
4 What would you suggest is the best solution?
5 The late payment charges?
6 Which point of the instructions exactly do you find confusing to
understand?
7 You’d like to go ahead with our installment plan, right?
8 Tell me a little more about the product.
9 Are you happy with your new work arrangements?
10 What did you learn from today’s brainstorming session?
11 Which point did you disagree with?
12 How do you think the new system is going to increase accountability?
13 Shall I go ahead and approve Option 2 for you?
14 Did you sign up for the community service program?
15 How many bundles exactly are missing from the box?

19.6 GRAMMAR: QUESTION TAGS

Take a look at the part of the listening tape scripts titled Leading questions.
Read the first four examples of questions carefully. Here they are:

1 Plan B seems to be more suitable, doesn’t it?

2 You wouldn’t want to come in on Sunday, would you?
3 So this 5-day package to France suits you the best, doesn’t it?
4 A billing cycle starting the middle of the month would be more
convenient for you, right?

They do not have the regular question structure, but are in fact statements
accompanied by a small question at the end, that comes after a comma. These
little questions that come attached to a statement to turn the entire statement
into a question are called question tags. Question tags are generally used only
for confirmation, and are hence the most appropriate questioning form for
Leading Questions.

A positive statement carries a negative tag, whereas a negative statement

carries a positive tag, as in examples 1 and 2. Example 4 here is different.
Here the tag “right” does not confirm to the regular tag types and is used by
itself.
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Activity 3 Probing

Turn the following statements into questions by attaching question tags to

them.

1 He really has the knack of getting information out of others.

2 Item 16 on the bill has not been delivered.
3 He wasn’t informed in advance about this meeting.
4 There’s a huge sales promotion planned for this month.
5 Harry is going on holiday for a month.
6 Our team has delivered well this month.
7 You received the invoice last week.
8 You aren’t going to let this opportunity go.
9 There is no more confusion about proposal.
10 It has all the features you were looking for.
11 Mathew will expect the full report on his desk in the morning.
12 At this rate I won’t be able to meet my target for the month.
13 I can take tomorrow off.
14 You just cannot handle demanding customers.
15 He lost his temper again.

Garbage in, garbage out, is a popular truth, often said in relation to computer
systems: If you put the wrong information in, you'll get the wrong information
out. The same principle applies to communications in general: If you ask the
wrong questions, you'll probably get the wrong answer, or at least not quite
what you're hoping for.

19.7 PRONUNCIATION: THE IMPORTANT FUNCTIONS

OF INTONATION

Intonation patterns in English, that is, the tones we use in English speech,
have a very important function. Sometimes we use in the same order, both as a
statement and as a question. For example, the words looking for something
can mean a statement like ‘I’m looking for something’. That is, these words
can be the answer to the question ‘What are you doing?’ At other times, the
same words can be used to mean a question like ‘Are you looking for
something?’ In writing, the difference between a statement and a question is
signaled by the punctuation marks we use as the following examples suggest:

a Looking for something. (Statement)

b Looking for something? (Question)

But we can’t use marks of punctuation in speech, can we? So when we mean
the words ‘Looking for something’ as a statement, we use a falling tone; and
when we use the same words to mean a question, we use a rising tone. These
two and a few similar examples are given below. To indicate the question
clearly, we generally use a ‘high rising’ tone, (marked ´) that is; the pitch
rises from a middle to a high level.

1a `Looking for ╷something. (Falling tone; statement)

1b ´Looking for 'something? (Rising tone; question)
2a 'Going to Mum`bai. (Statement) 93
 Customer Service 2b Going to Mum´bai? (Question)
3a `Coffee. (Statement)
3b ´Coffee? (Question)
4a `Snake. (Statement)
4b ´Snake? (Question; something like was it a snake?)
5a 'John is a good `actor. (Statement)
5b 'John is a good ´actor? (Question, ‘did you say so?’)
6a You’re a'ttending the `Conference. (Statement)
6b You’re a'ttending the ´Conference? (Question; ‘Are you, really?)
7a `Shantaram. (Statement)
7b ´Shantaram? (Question; something like ‘Did you suggest Shantaram?’)

Intonation in English has one more important function. The same

utterance can be made to sound friendly, angry, uninterested, bored, etc.
by the use of different tones.

19.8 LET US SUM UP

In this unit we have learnt what probing is and the significant role it plays in
the BPO industry. The unit emphasizes the importance of questioning and
paraphrasing in information gathering. You have also been familiarized with
various questioning techniques and how effectively they can be used to gain
information.
You have got practice in using the funneling technique to get to the relevant
information and also in the use of tag questions and paraphrasing.

19.9 ANSWERS

Check your progress 1

1 In the customer service industry probing is considered to be a skill that

is used to uncover the customer’s needs, desires, problems, prejudices
or concerns without sounding intrusive and interfering.

2 Effective probing can create a stimulating, thought-provoking

discussion, as a result of which you can more easily understand what
your customer’s needs, wishes, and intentions are, or what his problem
or concern is. Effective probing will help you to gain insight into the
customer’s mind regarding the issue, hence afford you with better
clarity to sort out the issue satisfactorily.

3 Effective questioning is the single most important skill that a

salesperson can possess. Effective questioning leaves little room for
doubt and guess-work and sends across the clear message to the
customer that you are interested in determining his needs and are
committed to fulfilling them.

4 The first step is to start with neutral open questions to get non-specific
information. The next step is to ask open leading questions to get
specific information, and you conclude with closed questions that can
help you get a commitment.
94
5 It is restating that which has already been said using different words, to Probing
confirm, check, simplify or clarify it. It can be done by simply
replacing key words with their synonyms, making sure that meaning
does not change, or by explaining the same thing using simpler words.

6 The advantages of paraphrasing:

i Paraphrasing is a means to confirm understanding.
ii It also conveys to the speaker that he has your complete
attention and interest.
iii Paraphrasing the concerns of your customer helps you to
convey your empathy in sensitive situations. This in turn helps
you gain trust.

Activity 1

Possible answers are given in bold. Your own may be worded differently but
ensure that the meaning does not alter in any way.

1 Please ensure that that you send this to me by the 15th.

You’d like this to be delivered to you by the 15th.

2 I’m traveling for the rest of this week, so set up the meeting early next
week.
You’re out of town for the rest of this week so you’d like the
meeting to be arranged early next week.

3 Arrange my flight to Delhi early Monday morning.

You’d like me to book an early morning flight to Delhi for you for
Monday.

4 I can’t seem to find the bill, so please send me another copy of it.
You’d like me to send you a duplicate copy of your bill.

5 I have been over billed for May, and would like a correction to be
made before I pay it.
You’d like your May bill to be checked and corrected for over
billing before you pay it.

6 I’d like a detailed report first thing tomorrow.

I’ll bring in the report as soon as I come in tomorrow morning.

Activity 2

This is a sample conversation for situation 2. Yours could be different, but

make sure it starts with the general, and gradually works towards getting
specific information.

2 A customer has come to find out about a printer he wishes to buy.

Customer: I’d like to buy a printer.

Salesman: Are you looking for a color printer or a black and white one?

Customer: A black and white one. 95

 Customer Service
Salesman: And do you have a specific company printer in mind?

Customer: Not really. Any standard, good laser printer will do.

Salesman: And do you have a price range in mind? We have printers

ranging from Rs.5000 to Rs.15000.

Customer: Please show me one between Rs.5000 and Rs.7000.

Salesman: Right. Would you step this side, please? These here are four
laser printers in the price range you requested. This
one…………..

Check your progress 2

1 The problem has been sorted out, hasn’t it? LQ

2 The invoice for February? EQ
3 Did you check with the Communications Department? CE
4 What would you suggest is the best solution? OE
5 The late payment charges? EQ
6 Which point of the instructions exactly do you find confusing to
understand? PQ
7 You’d like to go ahead with our installment plan, right? LQ
8 Tell me a little more about the product. OE
9 Are you happy with your new work arrangements? CE
10 What did you learn from today’s brainstorming session? OE
11 Which point did you disagree with? PQ
12 How do you think the new system is going to increase accountability?
OE
13 Shall I go ahead and approve Option 2 for you? LQ
14 Did you sign up for the community service program? CE
15 How many bundles exactly are missing from the box? PQ

Activity 3
Question tags:
1 He really has the knack of getting information out of others, hasn’t
he?
2 Item 16 on the bill has not been delivered, has it?
3 He wasn’t informed in advance about this meeting, was he?
4 There’s a huge sales promotion planned for this month, isn’t there?
5 Harry is going on holiday for a month, isn’t he?
6 Our team has delivered well this month, hasn’t it?
7 You received the invoice last week, didn’t you?
8 You aren’t going to let this opportunity go, are you?
9 There is no more confusion about proposal, is there?
10 It has all the features you were looking for, doesn’t it?
11 Mathew will expect the full report on his desk in the morning, won’t
he?
12 At this rate I won’t be able to meet my target for the month, will I?
13 I can take tomorrow off, can’t I?
14 You just cannot handle demanding customers, can you?
96 15 He lost his temper again, didn’t he?
97