Negotiation Skills
Using
Skillful Questioning
To develop a successful strategy, you have
to know your counterpart’s needs and goals. Questioning
skills, skills used during questioning will help you gain
this information.
When
to Ask Questions
When is it helpful to ask questions? You should
ask questions to:
Gain information. Don’t assume anything when you are
in a negotiation. When you don’t have all the information,
ask questions to fill in the gaps. Check
understanding and interest level.
Ask a question to uncover how technically sound your counterpart
is on the topic, or how committed she is to the outcome. For
example, ask whether she will take a specified amount less
than the asking price. Determine behavioral style. Ask questions
to find out where the other party is “coming from,”
if he is an experienced negotiator, and whether he is an honest
and/or decisive person.
Gain participation
When you ask questions, you encourage the other party to talk.
This makes your counterpart like you better--and helps you
learn more about her than she learns about you. It’s
especially helpful to get your counterpart to talk when you
realize you have said something she didn’t agree with
or understand. Having a chance to talk it out will have a
calming effect on her.
Give information. Sometimes you may want to provide information
that will help your counterpart understand your goals. For
example, you could ask, “Did you know that the Kelly
Bluebook value of your car is only $2,100?” (This type
of question can also be used as a test to see whether your
counterpart recognizes if your information is correct.)
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Get an opinion
Questions that ask for someone’s opinion not only provide
knowledge, but also indicate that you are interested in what
that person has to say. For example, ask, “Can you tell
me why you like living in this neighborhood?”
Bring attention back to the subject. Appropriate questions
can keep the conversation heading toward your goal. Salespeople
often ask personal questions about a prospect to find a starting
point for their presentation. This is fine, but eventually
you need to discuss the real reasons for meeting. Asking questions
like, “Can we get back to the salary issue and benefits
package once again?” refocuses attention on the important
issues.
Reach agreement. Asking questions can help you find out how
far apart your goals are from your counterpart’s. For
example, suppose a seller is asking $150,000 for his house.
You ask whether he is willing to take $140,000, since the
house needs landscaping and a new roof.
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