An open probe encourages the customer to do what?

An open probe encourages the customer to speak freely and elaborate on their thoughts or concerns. This type of question is designed to invite detailed responses, allowing the customer to express their opinions, experiences, and needs in depth. Open probes are beneficial in a service context because they help service professionals gather more comprehensive information, enabling them to understand the customer’s situation better and offer tailored solutions.

In contrast, other types of questioning, such as closed probes, tend to limit responses and may only elicit short answers like 'yes' or 'no,' which do not provide the detailed insights valuable for effective service delivery.