Which of the following best describes an open-ended question?

Which of the following best describes an open-ended question?

• A. A question that can be answered with one word
• B. A question that encourages detailed responses
• C. A question that requires research to answer
• D. A question that limits discussion

Answer: (B)

An open-ended question is characterized by its ability to elicit comprehensive and detailed responses, rather than simple one-word answers or limited discussion. This type of question encourages the respondent to share thoughts, feelings, and opinions in depth, allowing for a richer dialogue. By providing a platform for more expansive replies, open-ended questions foster engagement and can reveal insights that yes/no or one-word responses might miss. For example, asking "How do you feel about your shopping experience today?" invites the customer to elaborate and share specific details, whereas a closed question like "Did you enjoy your shopping experience?" would only allow for a brief affirmative or negative answer. Understanding the nature and purpose of open-ended questions is essential in customer service, as they help build rapport and gather valuable feedback that can enhance service quality and customer satisfaction.

An open-ended question is characterized by its ability to elicit comprehensive and detailed responses, rather than simple one-word answers or limited discussion. This type of question encourages the respondent to share thoughts, feelings, and opinions in depth, allowing for a richer dialogue. By providing a platform for more expansive replies, open-ended questions foster engagement and can reveal insights that yes/no or one-word responses might miss.

For example, asking "How do you feel about your shopping experience today?" invites the customer to elaborate and share specific details, whereas a closed question like "Did you enjoy your shopping experience?" would only allow for a brief affirmative or negative answer.

Understanding the nature and purpose of open-ended questions is essential in customer service, as they help build rapport and gather valuable feedback that can enhance service quality and customer satisfaction.