49 When to Use Open or Closed Questions When gathering information, keep the following in mind. It will help you determine when to use open questions and closed questions. DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. If you need to... Determine problems, understand requests, or establish needs Ask callers to explain requests or problems Ask for more information to determine a course of action Get agreement Use... open questions open questions both open and closed questions closed questions DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. Key Words to Begin Open or Closed Questions DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. Open How Why When Who Closed Did Can Have Do DO NOT ALTER OR DELETE THIS LINE ­ It is here for spacing purposes. 3: Professional Telephone Skills