Test your knowledge of questioning techniques.
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Question 1 of 5
1. Question
Below are examples of different types of questions, including open and closed, funnel, probing and leading.
Read the question and sort into the correct box to help reaffirm your understanding of the distinction between them.Sort elements
- How can I help you?
- Could you give me an example of what you mean by…?
- Can I help you?
- Tell me more about the situation? What specifically do you remember about them saying? Is there anything else?
- Option two is better, isn't it?
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Open Question
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Probing Question
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Closed Question
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Funnel question
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Leading Questions
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Question 2 of 5
2. Question
Below are some examples of open and closed questions. Sort the questions to help reaffirm your understanding of the distinction between them.
Sort elements
- How can I help you?
- Can I help you?
- Did you experience good customer service today?
- How did you feel about our service today?
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Open Questions
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Closed Questions
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Closed
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Open
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Question 3 of 5
3. Question
These type of questions are useful for gaining clarification and encouraging clients to tell you more information about a subject.
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Question 4 of 5
4. Question
Funnel questions are good for:
Finding out more detail about a specific point: “Tell me more about Option Two.”
Gaining the interest or increasing the confidence of the person you’re speaking with: “Have you used the IT Helpdesk?,” “Did it solve your problem?,” “What was the attitude of the person who took your call?”CorrectIncorrect -
Question 5 of 5
5. Question
Identify ang give examples of. appropriate questioning styles to encourage effective communication with clients.
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Grading can be reviewed and adjusted.Grading can be reviewed and adjusted. -