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Generally speaking, open-ended
questions yield much more useful information than
closed-ended questions. Open-ended questions often begin
with who, what, where, when, how, or why. These questions
tend to be more informative because they do not lead your
counterpart in any specific direction. They are also more
productive in revealing your counterpart’s objectives,
needs, wants, and current situation. Finally, open-ended
questions are very effective when you want to uncover your
counterpart’s behavioral style. Simple “yes” or “no” answers
may not reveal his thoughts or points of view. Expansive
questions tend to provide a window into your counterpart’s
mind.
Here are some typical open-ended questions: “How do you feel
about moving out of your home before Christmas?” “You seem
to be unhappy with my offer. Which aspects seem to be the
biggest problems?” “Why do you feel this model justifies the
higher price?” “What type of warranty comes with this
product?” “When people have returned this product, what
sorts of complaints or problems have they reported?”
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