Morendil's comment about "open questions" made me think about this a bit more:

The concept of "open" and "closed" questions is something I saw a lot of in customer service - you ask broad, open questions like "How can I assist you?" at the start of the call, then start using closed questions to collect specific follow-up data like "what model of phone do you have?"

One of the other things you learn is how to re-frame questions when the other person has no clue what you're talking about: "Okay, is it a flip phone? Okay, then there should be a model number on the back, it will be three digits. Thank you!"

I sadly don't have a training manual available to me, but it occurs to me that it would be a fairly obvious source of useful information on this topic :)