Let's us go through an analogy together. You are the customer and I am the consultant working with you to develop some software changes for your packaged software. As the consultant, I can take two approaches for gathering requirements:
Option #1: "What would you like?" An open-ended question that will generate a lot of feedback from you, the customer. Yet, it communicates several underlying messages:
You will get a customized solution. Software changes require minimal effort.
I, as the consultant, may not have sufficient knowledge of your business — or not enough to lead with a recommendation.
You, the customer, know exactly what you want.
I, as the consultant, appear to be more customer-focused.
Option #2: "Here is the delivered functionality. Please explain why this is not sufficient." A question that will generate less feedback from you, the customer. Yet, it communicates several...