Using the same scenarios presented in exercise 20c you are now intentionally trying to get a short and specific piece of information from each of the three individuals.

Scenario A: You see one of your technicians just standing sort of in a daze in the shop. You are concerned about why he is doing this.

Scenario B: A customer approaches the service desk and looks somewhat puzzled and lost.

Scenario C: A customer approaches the desk and you can see that he is very, very angry. Based on your past encounters with this customer, you realize that you need to let him vent a little bit before you will be able to make any headway in solving his problems.

You decide You want to elicit a yes/no or short and specific answer.

What question would you ask in these scenarios that would be an appropriate closed question?