True/False
Open-ended questions can be answered with a simple "yes" or "no."
False.
Open-ended questions require more detailed answers and cannot be answered with a simple "yes" or "no."
Which of the following is an example of an open-ended question?
a) "Are you interested in going solar?"
b) "What are some of the things you're hoping to achieve by going solar?"
c) "Do you have any questions for me?"
d) "Would you like to schedule a consultation?"
b) "What are some of the things you're hoping to achieve by going solar?"
This question requires a more detailed response than a simple "yes" or "no." It invites the customer to share their motivations and goals, providing valuable information for the agent.
This is the rating Trinity Solar has with the Better Business Bureau.
A+
Using open-ended questions helps agents gather more information and understand customer needs better.
True.
Open-ended questions encourage customers to provide more information, which helps agents understand their needs and tailor the conversation accordingly.
Which of the following is NOT a benefit of using open-ended questions?
a) Gathering more detailed information from the customer.
b) Controlling the direction of the conversation.
c) Building rapport with the customer.
d) Understanding the customer's needs and concerns.
b) Controlling the direction of the conversation.
Open-ended questions are designed to give the customer more control over the conversation, allowing them to share what's important to them. Closed-ended questions are better for controlling the direction.
This is the year Trinity Solar began installing solar panels.
2004
It's best to ask as many open-ended questions as possible, even if they are not relevant to the conversation.
False.
Asking irrelevant questions, even if they are open-ended, can waste the customer's time and make the agent seem disorganized or unprofessional. Questions should always be purposeful and relevant to the call's objective.
A customer says, "I'm just calling to get some information about solar panels." Which of the following is the BEST follow-up question?
a) "Okay, what information are you looking for?"
b) "Do you know what size system you need?"
c) "Have you spoken to any other solar companies?"
d) "What prompted you to start considering solar energy?"
d) "What prompted you to start considering solar energy?"
This question is broad enough to allow the customer to share their specific interests and motivations, leading to a more natural and informative conversation.
Corporate Headquarters is located in what city/state?
Wall Township, NJ
Open-ended questions often begin with words like "who," "what," "where," "when," "why," or "how."
True.
These words are commonly used to begin open-ended questions, though not all questions with these words are necessarily open-ended.
You are speaking with a customer who is hesitant about going solar. Which set of questions would be MOST effective in understanding their hesitation?
a) "Are you worried about the cost? Is it because you don't trust solar companies?"
b) "What are your biggest concerns about making the switch to solar? What are some of the things holding you back?"
c) "Have you heard any negative things about solar? Do you think it's a good investment?"
d) "Are you sure you're making the right decision? Have you considered other options?"
b) "What are your biggest concerns about making the switch to solar? What are some of the things holding you back?"
This set of questions directly addresses the customer's hesitations and encourages them to express their specific concerns.
Trinity Solar began in 1994 as what type of company?
HVAC
If a customer seems hesitant to answer an open-ended question, the agent should push them to answer it to get the necessary information.
False.
If a customer is hesitant, the agent should respect their boundaries. They could try rephrasing the question or explaining why the information is needed, but they should not pressure the customer. Building trust and rapport is key.
You've asked a customer several open-ended questions, but they are giving brief, uninformative answers. Which of the following is the MOST effective strategy to encourage them to open up more?
a) Tell the customer they need to provide more details for you to assist them.
b) Rephrase your questions in slightly different ways, focusing on specific aspects of their situation and explaining why the information is helpful.
c) Switch to closed-ended questions to gather basic information quickly.
d) End the call and try contacting them again later.
b) Rephrase your questions in slightly different ways, focusing on specific aspects of their situation and explaining why the information is helpful.
This shows the customer you are genuinely interested in understanding their needs and helps them see the value in providing more information.
How many total solar installations has Trinity Solar accomplished since 2004?
100,000+ installations