How to Answer Close-Ended Questions

Video Transcript

" In this section we're going to be discussing a model known as 123s of customer service. I'm Pamela Unruh with Expert Village. Let's talk a little bit more specifically about the two types of questions that you can ask your customer. Now I mentioned closed end questions now closed end questions are used again just to get very specific very short answers. Your basically going to use a closed ended question to continue to control the conversation and keep it focused. Say for example if you take your car into the mechanic because your muffler fell off well that is the only issue that you are dealing with you can see it you knew if fell off, the mechanic can tell it happened. There is no need to try and get a lot of additional information you only want to deal with one topic. Closed ended questions would be useful here for example when did it fall off, what happen. If fell off when I went over a speed bump everything is focused on that one topic there is no need and try and add additional information. Closed end question is going to be a very very useful tool for you in controlling that conversation with your customer."