Question

A technician is talking to a customer about an issue, but the customer is not sure how to locate the issue on their computer, so the technician has the customer tell them step by step to figure out the issue. What type of technique is this?

a. Ask an open-ended question.
b. Guided questioning.
c. Active listening.
d. Remote troubleshooting.

Answer 1

The technique that the technician is using is guided questioning.

Step-by-step explanation:

The technique that the technician is using to help the customer locate the issue on their computer is guided questioning. Guided questioning involves having the customer provide step-by-step information to help the technician understand and diagnose the problem. By asking specific questions and listening attentively to the customer's responses, the technician can narrow down the issue and offer a solution.