What type of questions encourage detailed responses from customers?

Open-ended questions are designed to encourage detailed responses from customers because they allow individuals to express their thoughts, feelings, and insights in their own words. Unlike closed-ended questions, which typically provide limited options (such as "yes" or "no"), open-ended questions invite elaboration and discussion, thus fostering a more in-depth dialogue.

For example, asking "What are your thoughts about our new product line?" encourages the customer to share their opinions, experiences, and feedback without constraining them to predefined responses. This approach not only reveals valuable information but also helps build rapport and trust between the customer and the service representative.

While closed-ended questions can be useful for gathering specific data, they often limit the richness of the information shared. Leading questions may bias the responses by suggesting a particular answer, and follow-up questions, while valuable for clarification, rely on an initial open-ended response to delve further into the conversation. Therefore, open-ended questions are essential for gaining comprehensive insights into customer perspectives.