When evaluating an issue, which of the following is an empathetic and supportive closed question about updating software on an iOS device?

Question

Options

• AYou do know you should always update your software, correct?
• BHow to update your software is in the iPhone User's guide, why didn't you read it before using this
• CI notice that your iPhone software is not up to date; would you like me to walk you through
• DUpdating your software is extremely easy, why haven't you done so?

• A
  8% (3)
• B
  3% (1)
• C
  75% (30)
• D
  15% (6)

Explanation

Option C is correct because it combines empathy ("I notice that your iPhone software is not up to date") with a supportive offer of help, and it ends with a closed question ("would you like me to walk you through...") - one answerable with yes or no - without any blame or judgment.

Why the distractors fail:

• A is condescending and rhetorical ("You do know... correct?"), implying the user is negligent rather than offering help.
• B is openly hostile and blaming ("why didn't you read it?"), the opposite of empathetic support.
• D is dismissive and shaming ("extremely easy, why haven't you done so?"), making the user feel inadequate.

Memory tip: Look for the option that observes without blaming + offers help + ends with yes/no. If the question makes the user feel stupid or at fault, eliminate it - empathy never punishes.

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