Close ended questions

These questions call for a Yes/No answer or for specific answers. These questions are used to confirm your understanding of facts.

Advantages

get facts right
no time loss
agent is in control
gets the customer focused on the issue.
effective in handling talkative customers


Disadvantages

very little information received
may sound as though the agent is abrupt and business-like

The key words used to ask the customer are is, can, do, will, would, shall, did, have, etc.

Example:

Do you see the Start button?
Is the power light on?
Is your system able to go On-line now?
Could you please repeat that for me?
Do you have the installation CD with you?
Have you connected the modem to the router?
Did you make any changes to the network set-up recently?

Close ended questions give control and reduce unnecessary talk. Only relevant responses can be made and so is effective when handling a chatty customer.

Tips for questioning

an agent should know which type of question to ask
listen to the responses and if the customer is giving only very little information, change the style or wordings of the question.
ask questions in a conversational manner and always acknowledge the answer.
ask only one question at a time and listen to the answer before questioning again