Which statement explains the purpose of cushion phrases?

Which statement explains the purpose of cushion phrases?

• A. To begin a conversation
• B. To soften tough questions
• C. To close a sale
• D. To challenge the customer

Answer: (B)

Cushion phrases are designed to ease the impact of asking something that might be sensitive or put the other person on the spot. By using gentle wording before a question, you acknowledge the listener’s time and autonomy, which helps reduce defensiveness and preserves the flow of the conversation. This makes it more likely the person will respond honestly and calmly, without feeling pressured or challenged. That’s why the statement that cushion phrases serve to soften tough questions is the best fit. They prepare the listener for a demanding inquiry in a respectful way, maintaining rapport and trust. While cushion phrases can appear in other contexts, their core purpose is to reduce tension around difficult questions rather than simply starting a chat, closing a sale, or pushing back on the customer.

Cushion phrases are designed to ease the impact of asking something that might be sensitive or put the other person on the spot. By using gentle wording before a question, you acknowledge the listener’s time and autonomy, which helps reduce defensiveness and preserves the flow of the conversation. This makes it more likely the person will respond honestly and calmly, without feeling pressured or challenged.

That’s why the statement that cushion phrases serve to soften tough questions is the best fit. They prepare the listener for a demanding inquiry in a respectful way, maintaining rapport and trust. While cushion phrases can appear in other contexts, their core purpose is to reduce tension around difficult questions rather than simply starting a chat, closing a sale, or pushing back on the customer.