You should use open questions to do which of the following?

Question

Options

• AObtain the customer's warranty status.
• BCheck for understanding.
• CGather more information about an issue.
• DGreet the customer.

• A
  2% (1)
• B
  5% (2)
• C
  86% (36)
• D
  7% (3)

Explanation

Open questions - those beginning with "who," "what," "how," "why," "tell me about," etc. - invite detailed, free-form responses, making them the ideal tool for gathering more information about an issue (C). When a customer describes a problem, an open question like "What happens when you try to connect?" uncovers details you couldn't get from a yes/no answer.

Why the distractors are wrong:

• A (warranty status): Warranty lookups require specific data (serial number, purchase date), so you'd use a closed question or a system lookup - not an open question.
• B (check for understanding): Comprehension checks ("Does that make sense?" / "Did that resolve your issue?") are typically closed questions seeking a yes/no confirmation.
• D (greet the customer): Greetings are scripted or conversational openers, not a question type with a functional purpose.

Memory tip: Think of open questions as "opening up" the conversation - you use them early in the interaction to let the customer speak freely and reveal the full picture of their problem.

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