Sales training usually addresses questioning to uncover customer needs, establish rapport, and close sales.   
 
Trainers use questions to encourage learning and participation.  But training questions are different.
 
1. They’re often rhetorical.
 
2.  Unlike salespeople, trainers already know the answers to their questions. 
 
These facts can send trainees the message to not respond to questions. 
Answering rhetorical questions, the responses to which are so obvious, makes people look foolish.  Some trainers rebuff a response by stating that the question was “only rhetorical.”
 
People who give acceptable responses when the trainer wants “the right” answer, are often manipulated into giving the desired answer.  Sometimes the trainer listens to various answers and then announces “the right” answer. 
 
Some trainers indicate they don’t really want answers by not allowing people time to think.  Answering your own question after a three-second delay discourages people from trying to respond.
           
Use questions as effective training tools by:
 
1.  Avoiding rhetorical questions.
 
2.  Accepting all reasonable responses.  If the response you need isn’t included, Don’t proclaim it as the ultimate answer.  Suggest it to the class.  Ask “What about this?” 
 
3.  Give people time to think!

Isabel L. Kersen, Ph.D.
The Power Edge
Isabel@thepoweredge.com