CompTIA A+ Core 2 (220-1102) — Question 291

A customer is requesting help with a technical issue. Which of the following techniques should the technician use to properly evaluate and correct the customer concern?

Answer options

• A. Have a videoconference using the customer’s personal phone so the customer can share the screen.
• B. Ask yes or no questions so that the answers are clear.
• C. Use open-ended questions to get additional information.
• D. Ask for the customer’s password so the issue can be resolved quickly and directly by the technician.

Correct answer: C

Explanation

The correct answer is C because open-ended questions allow the technician to gather comprehensive information about the issue, leading to a more accurate diagnosis. Options A and D are less effective as they either rely on potentially insecure methods or limit the scope of information gathered. Option B, while useful, does not provide the depth of information needed to fully understand the customer's concern.