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A question that requires more than a "yes" or "no" answer and encourages explanation or elaboration.
Open-ended question
A question that can be answered with a "yes" or "no" or with very brief information.
Closed-ended question
A question used to gain more detailed information or clarify a previous response.
Probing question
A question that suggests a particular answer or contains the desired response within the question.
A question that encourages the customer to think more deeply about what they’ve said or to reconsider their response.
Reflective question
Give an example of a probing question about a technical issue.
" What happens when you try to turn it on? "
Give an example of an open-ended question.
What do you think about our service?
Give an example of a leading question.
"You were happy with the service, right?"
Give an example of a reflective question after hearing a customer complaint.
"It sounds like the delay was frustrating—can you tell me more about that?"
When would you use a closed-ended question?
When you need a quick answer, like "Is this your account number?" which is a simple Yes or No
Why are reflective questions useful?
They help the customer explain how they feel and allow us to understand better.
They help you understand the problem better.
Why are open-ended questions helpful?
They help you get more information from the customer.
Give an example of a closed-ended question about delivery.
"Did you receive your package?"
Why should we avoid leading questions?
They might influence the customer’s answer.
Change this general question into a probing one: "Why are you unhappy with the service?"
"What specific part of the service did you not like?"
Turn this leading question into a neutral one: "You liked the product, didn’t you?"
"How do you feel about the product?"
Turn this statement into a reflective question: "I understand that you are upset."
"It seems like you are upset—can you tell me why?"
Turn this closed question into an open one: "Did you like the product?"
"What did you like or not like about the product?"
Why can closed-ended questions be limiting?
They don’t encourage the customer to explain more.