Lesson 6: Respond to Questions & Add your Own FAQ’s

The questions and answers section is a “community” feature that shows up directly under your name, address, and phone number. It allows anyone who uses Google to ask questions about your business or answer them. Since you’re the expert, you should be answering every question that’s asked. 

Questions can receive multiple answers, but the answers with the most “likes” will show as the primary answer. Then users can click the link to read more answers if they want to. 

Questions work the same way. If a question gets at least 3 likes, it will show up in your GMB profile instead of the standard “See all questions” link. If multiple questions get more than 3 likes, the question with the most likes will be the one that’s displayed in your profile. 

Add your Own FAQ’s

Asking your own questions gives you even more control over the conversation around your business. Load your most-asked questions, then enter informative answers to set up a pre-site frequently-asked-questions page. You’ll stand out from competitors and be much more likely to convert users into customers.

Make sure you vote for your answers, too! This ensures that your “From the owner” answers are always displayed as the primary responses. Keep an eye on your questions and answers section so you can keep your answers at the top. 

Some useful sample questions (depending on your market and industry) include: 

• Do you ship your products and/or services? If so, how do you go about shipping items to customers? 

• What is the return or refund policy on your products? 

• What methods are available for contacting customer service? 

• How can I return an item if I received the wrong one? 

• When can I use the promotional codes and discount offers I received in my email from you? 

Controlling the conversation ahead of time can reduce overwhelming your customer support team while also helping to solidify a professional and trustworthy reputation online.