What is the purpose of asking open-ended questions?

Asking open-ended questions serves the purpose of encouraging elaboration or narrative from the customer. This type of questioning allows customers to share their thoughts, feelings, and experiences in their own words, providing a richer context for their needs or concerns. By fostering a more conversational atmosphere, open-ended questions can help representatives gain a deeper understanding of the customer's situation and build rapport. This approach can lead to more personalized service and tailored solutions because representatives are able to listen carefully to the details that matter most to the customer.

The other options highlight different types of questions or approaches but do not align with the goal of open-ended inquiries. Limiting the customer's response or extracting specific information directly aims to restrict the dialogue, which counters the purpose of open-ended questions. Similarly, confirming previous statements and seeking factual data does not involve the free expression that open-ended questions promote.