NRF Customer Service Certification Practice Exam

The best type of question to ask to keep the lines of communication open is one that begins with who, what, where, when, how, or why. These types of questions are open-ended, which encourages customers to share more information, express their thoughts, and elaborate on their experiences. By using open-ended questions, you facilitate a dialogue that can reveal the customer’s needs and feelings, ultimately leading to a better understanding of how to assist them. This approach promotes engagement and helps build rapport, as customers feel their opinions and concerns are valued.

Other types of questions may serve different purposes, but they tend to limit the conversation. For example, questions that can be answered with a simple "yes" or "no" restrict the flow of information and do not encourage further discussion. Similarly, while structured questions may aim to save time, they can also discourage the customer from providing more nuanced insights, which are crucial for effective customer service. Lastly, questions designed solely to direct a customer towards a decision may come off as pushy and may not prioritize understanding the customer's needs.