“You don’t know diddly-squat “You don’t know diddly-squat!” Answering Questions & Overcoming Objections Dan Petterson, Ed.D., petterson@pobox.com Skilled Motorcyclist Association Responsible, Trained and Educated Riders, Inc. SMARTER @www.smarter-usa.org

The Next Generation in Motorcycle Safety Dan’s pet peeve The next generation needs to be about motorcyclist or motorcycle rider safety The focus needs to shift to the rider’s thoughts, perception, judgment and attitude Less about physical skill development

Motorcyclist Safety Instructors Will need enhanced skill in facilitation Mediating rider thinking Mentoring, supporting, guiding

Last year we learned To think of questions as tools in our toolbox. Promoting reflection (thinking) requires us to have a choice of questions. Asking “bobble head” question like: “Does anybody have any questions?” or “Does everybody understand?” is a waste of time and effort. Formulating good quality reflection question takes study and practice. Questions may be the best tool we have in our facilitators “toolbox” for involving students and promoting thinking

Goals for Today Learn how to set the foundation of your presentation with answering questions in mind Learn the basics to answering regular questions. Learn how the syntax of a question helps us form an answer to four (4) basic question types Learn four (4) specific techniques to address questions that are really objections Turn to someone near you and share with them your reasons for choosing this session and how you hope to use what you learn

Two sections for this presentation 1. Setting a Foundation and learning the basics 2. Examining some specifics

Setting a Foundation & Learning the Basics Letting go of fear Setting guidelines Two basic principles for answering The big plan when you get a question Vague or complex questions Inappropriate questions When you don’t know the answer

Step One - Let go of Fear Dealing with questions in a presentation is a skill which anyone can master. As a general rule, if people ask you questions, even hostile ones, it’s not to trip you up but because they genuinely want the answer. Remember any presentation is an information exchange. It is as much for you to hear what people want to know as for them to hear from you.

Set Some Rules The number of rules you set depends on your preferences and the topic. At the start of your presentation, you should make it clear when you would prefer to deal with questions - as you go along - at the end of the presentation

Question Guidelines for Today OK to ask questions about the material as we go along It helps for us all to hear if the person with a question stands up Questions about situations you have encountered, not directly connected to the agenda are best to address after the presentation I may choose to delay addressing a question if the topic is covered at a later point in the agenda Also, we may need to stop taking questions and comments if that is necessary to ensure there is time to complete the presentation

Reasons for asking lead to basic principles for answering Reasons participants ask To obtain information To get a feel for your attitude towards the subject and how trustworthy you seem Basic principles for answering Know your stuff Share that info. in a confident manner Brett and Kate McKay, Thinking On Your Feet: How to Answer Difficult Questions

Always buy yourself more time The Big Plan Always buy yourself more time Listen to the entire question Pause Credit the person for asking the question Repeat the question Respond the best you can - answer directly, involve participants, bridge to a topic on your agenda

Vague or Complex Questions Ask the questioner to repeat or restate the question (second attempts are often more focused) Ask for clarification - More specificity - Select between choices Ask for definitions of key words Clarify of define yourself but be careful as the other person might not see the issue as you do

Inappropriate Questions You define inappropriate – off topic, politically incorrect Respond to only one aspect of the question Discuss the question Bridge to a topic on your agenda Acknowledge the big concern and focus on a narrower topic (funnel)

When you don’t know the answer Involve participants (often a great choice even if you know the answer) - Anyone in the room - Identify an expert in the room I’ll get back to you - write the question down (be obvious) - say when - make sure you have their contact info

Setting a Foundation & Learning the Basics Summary Letting go of fear Setting guidelines Two basic principles The big plan Vague or complex questions Inappropriate questions When you don’t know the answer Join a small group or share with a partner your understanding of these basics

Beyond the Basics Answering based on syntax of question Overcoming objections Four techniques for hostile questions How you say it A big No-No

Answering questions based on syntax Listen to the syntax - true/false or yes/no - multiple choice - short answer - essay Provide a clear direct answer to the question If appropriate, provide two or three reasons for your answer

Overcoming Objections Questions that are really objections or objections in the form of a question Listen to tone and inflection but address the objection as if it were a real question Second objections – again address the objection as if it were a real question, calm and direct answer Read the section on objections and share with a partner

Four Techniques for Hostile Questions T-I - Feel, felt, found T-II – Cost/benefit T-III – How much is too much T-IV – Higher level

How you say it Short responses Avoid sing-song Make eye contact with audience, avoid ending your answer looking directly at the challenger Ask others for questions

A big presentation No-No If you choose to take questions at the end of your presentation: Do not close with a Q & A session Instead, finish answering questions and then make a summary of your main message(s).

Summary Set guidelines Be prepared and confident Always buy yourself more time Take action to clarify vague or complex questions Involve participants

Summary Continued Have a plan for getting back to a participant Use the syntax of the question to formulate your answer – answer directly and provide reasons Treat initial objections as if they are true questions Use one of the four techniques for addressing hostility How you say it is often equally or more important that what you say