You might like to ask yourself:
If I were the customer, what would I want to find out by asking this question?
Why is the customer asking this? Is there a ‘bigger picture’ of which I should be aware?
What are the key elements in this question and what weighting does each element hold?
Read Between the Lines
It is not enough to read, understand and answer a client’s questions. You must also read between the lines to get a real sense of what they want to know.