Answer:
a. Probing
Step-by-step explanation:
Probing refers to the gathering of information and uncovering customer needs by using one or more questions.
This ultimately implies that, business owners and service providers through the help of customer relationship department are able to understand the various customer needs by asking pertinent questions. The main purpose of this strategic approach (probing) is to ensure businesses understand customer needs and are able to provide appropriate solutions in a timely manner.
Some examples of probing questions used by various businesses are;
- Did you enjoy our service?
- How satisfied are you with this product?
- What would you recommend we add to our website?