Different types of questions require different types of responses. In your daily dealings with customers, it's important for you to know the different types of questions to ask and the types of responses those questions solicit.
There are two basic types of questions:
- Open probes
- Closed probes
An open probe is a question that requires an expanded response. The person answering the question may give a detailed explanation, if necessary. This type of question works well for initial information-gathering, when you want the client to elaborate. In contrast, a closed probe can usually be answered with few words. Use this type of question to gather specific information.
Knowing how and when to use each type of probe will help you control the conversation and obtain the information you need. Using probes to your best advantage is an important step to becoming a more effective CSR.
Test your understanding of the different types of questions by taking the following quiz.
Take a few moments to identify which are open probes and which are closed probes:
Question Quiz
Write 'O' in the blank if the question is an open probe, and 'C' if it is a closed probe.
Example:
C 'Did the officer issue you a citation?'
__ 1. 'Tell me how the accident occurred.'
__ 2. 'Is the other driver insured?'
__ 3. 'Is your car red or blue?'
__ 4. 'Could you explain that?'
__ 5. 'In other words, the new typist has been using the machine at night, right?'
__ 6. 'Tell me what's wrong with this binder.'
__ 7. 'Will you be able to send a policy today?'
__ 8. 'What do you think the problem is with the company?'
__ 9. 'The system went down just after 1:00 p.m., is that correct?'
__ 10. 'In what way is your bill incorrect?'
(Here's an idea for a skill-building session: In your next staff meeting, work with your co-workers to rewrite these questions in the opposite form. The example above might look something like this: 'How did you feel about being issued a citation?' In this way, the closed probe is changed to an open probe.)