What are two types of questions that can be used for gathering specific information from a customer?

The correct answer focuses on two types of questions: open-ended and closed-ended. Open-ended questions are designed to encourage a customer to share more detailed information and express their thoughts, feelings, or experiences without being restricted to a simple yes or no answer. This type of questioning allows the customer to elaborate, providing deeper insights into their needs or issues, which is crucial for effective problem-solving and providing customer support.

On the other hand, closed-ended questions typically elicit a specific response, such as a yes or no answer, or a selection from limited options. These questions are useful for quickly gathering specific details or confirming information. For example, asking a customer if they are experiencing a specific issue (yes or no) is a closed-ended question that can streamline the process of identifying the problem.

Using a combination of both question types allows for a balanced approach when interacting with customers, enabling a representative to gather comprehensive information efficiently and accurately. This strategy ultimately leads to better customer service outcomes and enhanced satisfaction.