The Five Question Technique

Building Relationships
Written By Jeff Toister

Anyone can start a conversation with a customer using the Five Question Technique! Here's how it works:

Step 1: Think of five questions you might use to initiate a conversation with a customer about themselves or their needs.  Here are some examples:

  • A waiter might ask, "Have you been here before?"
  • A call center agent might ask, "How's the weather where you are today?"
  • A retail associate might ask, "Are you trying to find something in particular?"
  • A hotel associate might ask, "How is your stay so far?"
  • A parking lot attendant might ask, "Do you work here or are you just visiting today?"

Step 2: Use one of your five questions to engage a customer in a conversation whenever it's appropriate.

That's it! The key to this technique is having the questions prepared ahead of time so you are always ready for a little small talk that might lead to big service.

Jeff Toister
Jeff Toister is passionate about helping companies improve customer service. He is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.
www.servicefailurebook.com
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