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3. Intake question bank
| Need | Question |
|---|---|
| start of problem | When did the problem start? |
| frequency | Does it happen every time or only sometimes? |
| sound | What kind of sound do you hear? |
| warning | Which warning light is on? |
| recent change | Did anything change before the problem started? |
| safety | Is the car safe to move? |
Try, then check: “It happens after rain” → ask Did the problem start after the car got wet?
4. Choose the next best question
| Customer says | Best next question |
|---|---|
| It makes a strange noise. | When do you hear it: at start, while driving or when braking? |
| A light came on. | What colour and symbol did you see? |
| It sometimes loses power. | Does it happen when accelerating or at a steady speed? |
| I smell something hot. | Stop driving safely. Where does the smell seem to come from? |
5. Mini-test: question quality
- “Is it broken?”
- “What happened just before the noise started?”
- “It is the battery, right?”
- “Does the noise change when you accelerate?”
Check: 1 too vague; 2 useful open question; 3 leading and premature; 4 useful specific question.