Probing questions allow us to gather information needed to make an effective recommendation. My question to you is, what information do I need to gather. The answer is HIPE ( Household, Intent, Program and Equipment )
What is the purpose of probing the household and how do they sound. Household questions tell you what is important to the home . A household question may sound like. What programs in the Premier channels do other members of the family enjoy ? Tell me who the sports fan is in the home and what sport do they enjoy. What regular programming does your spouse enjoy and what do you enjoy watching together?
Questions about programming are focused on the type of programming the household watches. What type of programming do you enjoy. Tell me what series your spouse enjoys , when do you watch movies on demand? What type of shows is the family recording to watch later
Questions about the customer intent , inform us of the real reason the customer is calling. Tell me why you want to remove these premier channels . Where will you find programing to meet entertainment needs in such abundance?
Questions about the equipment informs us of the different ways we can offer a better viewing experience. Question ; How many smartphone and tablets in the home? How often do you stream programming when traveling?
Asking open end questions provide us with information that allows us to uncover the customer WINs. However if we do not ask we can not help that customer get the full entertainment experience. Ask
