As we continue to improve and build on the Top 10 Customer Service Skills List, we now understand the importance of creating memorable interactions with our prospects and customers, and we know:

• the power of a lasting first impression.
• how to build rapport and create trust. 

But, where would we be without mastering our questioning skills? What are the appropriate questions to ask, and what is discovery? Discovery frames your conversations around solutions. As successful sales and service people, we solve and assist with tailored solutions, and we don't just blindly speak and randomly push products/services.

What does this mean?  

All too often we lead with what we "have" and what we want to say versus what the customer or prospect may "need" and want to hear. Asking appropriate questions at the beginning of the conversation or at the start of the sales process is the only way to successfully gather the pieces of the puzzle that provide a good foundation or blueprint for building the service interaction or sale. This allows you to present and discuss only what is important to your customer or prospect; you get to tailor your the discussion completely to his/her needs and interests. Without discovery, what you may try to discuss could become a distraction in the conversation or process, which could result in an unpleasant interaction and/or loss of sale.

Discovery is the most critical step of the sales process and needs to be incorporated into customer service discussions. Keep in mind the discovery phase is time sensitive. If you decide to dive into your agenda before learning what your prospect or customer needs, you will lose your way in making a successful exchange and also the opportunity to learn about the person through the use of fact finding discovery questions.

Summarizing what we have learned:

1. Discovery is your road map to a successful customer service exchange and close of a sale.
2. Asking appropriate questions demonstrates you understand your customer/prospect's needs.
3. Good questioning skills builds credibility by focusing the conversation only on what's important.
4. Discovery keeps the conversation efficient, streamlined, and focused.

Keep in mind: Asking timely questions and using effective listening skills are the essence of successful discovery!

Your customers and prospects often want to be in control, and discovery is their time to have that control while giving you a clear foundation upon which to build your customized feedback and sales pitch.