When helping a customer decide between two fragrances with similar scents, what should you do?

When helping a customer decide between two fragrances with similar scents, what should you do?

• A. Ask closed-ended questions to control the conversation and close the sale.
• B. Ask closed-ended questions to encourage the customer to talk.
• C. Ask open-ended questions to acquire additional information.
• D. Ask open-ended questions to obtain yes or no responses that help narrow down the selection.

Answer: (C)

Opening with open-ended questions to gather information about a customer's fragrance preferences is the approach being tested. When two scents are similar, you need detail about what the customer values—notes they enjoy or dislike, the mood they want, the occasion, longevity, and how it interacts with their skin. Open-ended questions invite the customer to share that context, giving you enough information to differentiate the fragrances and recommend the one that fits best. For example, you might ask, "What do you like about each fragrance?" or "What mood are you hoping to create with this scent?" Closed-ended questions can shut down conversation and miss important details, and trying to get yes/no responses with open-ended prompts isn’t aligned with how these questions work.

Opening with open-ended questions to gather information about a customer's fragrance preferences is the approach being tested. When two scents are similar, you need detail about what the customer values—notes they enjoy or dislike, the mood they want, the occasion, longevity, and how it interacts with their skin. Open-ended questions invite the customer to share that context, giving you enough information to differentiate the fragrances and recommend the one that fits best. For example, you might ask, "What do you like about each fragrance?" or "What mood are you hoping to create with this scent?" Closed-ended questions can shut down conversation and miss important details, and trying to get yes/no responses with open-ended prompts isn’t aligned with how these questions work.