2.++Questioning

Read the information about [|identifying customer needs] (click on the link and navigate to page 2 of the activity) including the links at the bottom on 'What does effective questioning involve?', 'open questions' and 'closed questions.

Read the information about [|A balance of open and closed questions] (click on the link and navigate to page 3 of the activity) including the resources at the bottom on 'When should you avoid open questions?' and 'When should you avoid closed questions?'.

At the following link, work through the sections on: [|Learn about Questioning] [|Learn about Listening] [|See how to question]

Assessment Item: Tasks 1-5 You will find the questions to answer in the following link:

[|Apply Questioning] Answer the following questions.
 * 1) For each closed question in the activity, write down a way that it could have been asked as an open question.
 * 2) Why would you ask an open question?
 * 3) Why would you ask a closed question?

[|Apply Listening] Listen to the conversation between the retail operator, Johnny and his boss. 4. As you listen, write down a summary of what the boss wants the retail operator to do.

[|Survey: 'Questions I was asked'] (navigate to page 4 of the activity, 'Questioning Techniques Survey') 5. Fill out the survey on your next shopping trip.

Please submit your answers via email to victoria.margrain@act.gov.au