Even if you need very specific information... a good strategy is to start with a few open-ended questions and become more focused as you go.  This gives you the opportunity to develop a rapport with the other person while at the same time getting some valuable background data.  It just takes a little patience, which is essential anyway if you want to get honest, reliable information.

-Jo-Ellan Dimitrius, Ph.D. and Wendy Patrick Mazzarella, Reading People

If you have studied communication skills (and if you're reading this blog, I bet you have or are planning to), one of the early pieces of information you probably learned was the difference between open and closed-ended questions.  You probably also learned that if you need specific details, using closed-ended questions is generally the way to go, as they target mostly facts and keep the conversation more focused.  But the authors of Reading People have an excellent point: before you can get someone to "spill" all of their facts, especially on personal or sensitive topics, you need to build rapport first.  This will make the person you are speaking with much more likely to divulge the details you're looking for more openly, honestly, and in greater detail.

For example, say you want to discuss budget with a customer.  Money is nearly always a sensitive issue, no matter the circumstances, so taking the time to ask some relevant open-ended questions first will show your genuine interest and build the necessary rapport. It also allows you to qualify the customer's needs, which will mean your sales presentation (including the pricing and budget discussion) is more relevant and impactful. 

For bonus points, also make sure to explain the why behind the questions you need to ask, especially sensitive or personal ones.  Telling the customer that you would like to have the first and last names of everyone they are traveling with sounds a lot less like an invasion of privacy and a lot more like stellar customer service when you first explain you want to be able to send them a personalized welcome card when they arrive at your facility.  Yes, you lose some of the element of surprise, but you can always include something else beyond the card to ensure you still create an extra "wow," and the ease you gain during the questioning process is usually worth it.

Want to learn more about questioning techniques?  Our ProSolutions training options will help you achieve your communications goals for yourself or your team.