Page 54 - Part-A

Information, Advice or Guidance

Funnel Questions

This technique involves starting with general questions, and then homing in on a point
in each answer, and asking for more and more detail at each level. It could be a useful
option for when a client is not very clear about their options, enabling the advisor to
get to the real reason the client is there.

Top Tip:

When using funnel questioning, start with closed questions. As you progress through
the tunnel, start using more open questions.

Funnel questions are good for:

• Finding out more detail about a specific point, e.g. “Tell me more about your
housing arrangements.”

• Gaining the interest or increasing the confidence of the person you’re
speaking with, e.g. “Have you used the IT Helpdesk?”, “Did they solve your
problem?”, “What was the attitude of the person who took your call?”

Probing Questions

Asking probing questions is another strategy for finding out more detail. Sometimes, it
is as simple as asking your client for an example, to help you understand a statement
they have made. At other times, you need additional information for clarification,
e.g.“When do you need your referral by, and would you like to see the referral before
I submit it?’’

Probing questions are good for:
• Gaining clarification to ensure you have the whole situation and that you
understand it thoroughly.

It is important to remember that good listening skills are important when asking
questions, to ensure that you understand what the client is trying to say. Body
language is also a key point in the questioning process, and this will be covered
in a later section.

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