1. “You don’t know diddly-squat
“You don’t know diddly-squat!” Answering Questions & Overcoming Objections
Dan Petterson, Ed.D.,
Skilled Motorcyclist Association
Responsible, Trained and Educated Riders, Inc.

2. 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

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

4. 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

5. 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

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

7. 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

8. 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.

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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)

15. 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

16. 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

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

18. 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

19. 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

20. 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

21. 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

22. 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).

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

24. 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