How the feature works
Questions appear in a section of your listing, and other users, including customers and competitors, can reply. The owner can also reply. Google has changed how and where this feature appears in the past, and it may differ by device or region, so check what your own profile shows.
Since the feature is open, treat it as a public conversation that you must monitor rather than a form that only you control.
Replying as the owner
Answer quickly, in plain language, and stick to facts. If someone asks about parking, say where it is. If they ask whether you work on a certain brand, say yes or no and what to do next.
Keep your tone friendly and short. Do not use the answer for a sales pitch. A reply that names a policy, such as how you handle estimates, builds trust for everyone who reads it later.
Seeding the answers people need
Owners can ask and answer their own questions, which is allowed when the question is a real common one. Think of what callers ask most: do you charge for estimates, do you serve my neighborhood, do you take walk-ins.
Write each as a natural question, as a customer would. Do not stuff it with keywords or write fake questions that nobody would ask.
Dealing with wrong or spammy answers
If another user posts something incorrect, add your own reply with the right information. If it breaks policy, such as spam, promotion, or offensive content, use the report option on that item.
Reports are not instant, so check back. In the meantime, a correct owner answer keeps the record straight.
Where else to publish the same answers
The strongest home for your answers is your own website. Build an FAQ section on the relevant service page and keep it consistent with what you say on the profile. You control that space fully, and it serves customers who never view your listing.
Review incoming calls and emails monthly. Anything asked three times deserves a written answer somewhere public.
Sample answers that work
Weak answer: yes. Stronger answer: Yes, we offer free parking in the lot behind the building, and the side entrance has a ramp. Weak answer: call us. Stronger answer: Estimates for most jobs are free and done on site, and you can book by phone or through the website form.
The pattern is simple. Give the fact, add the one detail people usually ask next, and stop. Avoid reciting a phone number inside the answer, because Google may filter it, and the number is already on the profile.
If a question exposes a gap, such as people repeatedly asking whether you serve a certain area, fix the source: add a clear sentence to the profile description and the website. Questions are a free survey of what your listing and site fail to explain, and reading them monthly is time well spent.
Tell everyone who handles the phone that the public question area exists, so they can mention answers found there and flag new questions to whoever manages the profile.
Common questions
Can I turn off questions?
Generally not. You can monitor and respond, and report content that violates policy, but you cannot normally disable the feature.
Do I get notified of new questions?
Notification options depend on your account settings and the current product design, so check your profile and email preferences.
This guide is general information. Search engines change how they work and their guidelines; check Google's current documentation for your situation. Nobody can guarantee a ranking.