🧭Probing and Clarifying  Open End❔

Probing and Clarifying

For every open-ended question, you need to probe for additional responses. Probing for additional responses ensures that the client is receiving the most information possible.

You will need to clarify when the respondent gives a vague or unclear answer. Clarifying for unclear ensures that the client is getting information that is easy to understand and data that the client can use.

Open-End Example of Probing and Clarifying

Agent: Why are you satisfied with Aetna?

Respondent: Because they’re a very good insurance company.

Agent: Could you be more specific on how they are good?

Respondent: They’ve always covered all of my health care needs.100% of the time.

Agent: Why else?

Respondent: The monthly co-payments are really high.

Agent: Thank you; why else are you satisfied with Aetna?

Respondent: Doctor Fitzgerald is a reason why I am happy with Aetna.

Agent: Could you please spell the doctors name for me?

Respondent: Absolutely it is F-i-t-z-g-e-r-a-l-d

Agent: Is there anything else you would like to add?

Respondent: No, that’s all I have.

Agent: I understand, I will now repeat back to clarify I have everything correctly. “They are a very good insurance company. They have always covered all of my health care needs. One hundred percent of the time. Dr. Fitzgerald is a reason why I am happy with Aetna.”

Respondent: Sounds correct.

You would type the following from the above conversation:

THEY ARE A VERY GOOD INSURANCE COMPANY. THEY HAVE ALWAYS COVERED ALL OF MY HEALTH CARE NEEDS. ONE HUNDRED PERCENT OF THE TIME. DR. FITZGERALD IS A REASON WHY I AM HAPPY WITH AETNA.