While explaining a problem to a technician a customer misuses terminology that confuses the technician. Which of the following is an appropriate response for the technician?

Listening politely without seeking clarification risks performing diagnostics based on a misunderstood problem, wasting time and potentially missing the root cause.

Telling a customer their terminology is unknown can embarrass or frustrate them and does not help the technician gather the information needed to solve the problem.

Asking targeted questions allows the technician to uncover the real problem regardless of the customer's word choice, ensuring diagnostics are performed against the correct symptom rather than a misunderstood description. This approach respects the customer while gathering the accurate information needed to resolve the issue efficiently.

Escalating to another technician simply transfers the communication problem rather than resolving it, and is unnecessary when clarifying questions would suffice.