Which closed-ended question would be appropriate for a technician to use to narrow down the possible problems on a laptop that will not power on?
- Can the laptop operate using the AC adapter?
- Have you changed your password recently?
- What software has been installed recently?
- What were you doing when the problem occurred?
Open-ended questions help the technician to identify the issue by allowing the customer to elaborate on the issue.The answers of “What software has been installed recently?” and “What were you doing when the problem occurred?” are examples of open-ended questions. Closed-ended questions are used to narrow the focus of the problem. Closed-ended questions commonly have definite answers such as yes, no, a date, a time, or other specifics. Both questions of “Have you changed your password recently?” and “Can the laptop operate using the AC adapter? are closed-ended questions, but the one relevant to the computer not powering on is the one containing the inquiry about the AC adapter.