Questions & Answers
Managing the Q&A section on your Google Business Profile
The Q&A section lets anyone ask questions about your business—and anyone can answer. Active management is essential.
How Q&A Works
Who Can Participate
- Anyone can ask questions
- Anyone can answer (not just you)
- Answers can be upvoted
Where It Appears
- On your GBP Knowledge Panel
- In Google Maps listing
- Visible to all searchers
Why Q&A Matters
Customer Service
- Answers common questions publicly
- Reduces repetitive inquiries
- Available 24/7
Trust Building
- Shows you're responsive
- Demonstrates expertise
- Humanizes your business
SEO Value
- Questions contain keywords
- Answers add relevant content
- May influence rankings
Managing Q&A
Monitor Regularly
Check Q&A section frequently:
- Daily for high-traffic businesses
- Weekly minimum for all businesses
- Set up alerts if possible
Respond Quickly
- Answer new questions within 24 hours
- Business owner answers carry more weight
- Mark your answers as from "Owner"
Handle Incorrect Answers
Others may answer incorrectly:
- Provide correct answer (will appear alongside)
- Upvote accurate answers
- Report spam or abuse
Pre-Seeding Questions
You can (and should) add your own FAQs.
How to Seed Q&A
- Have someone ask common questions
- Answer as the business owner
- Upvote your answers
Questions to Pre-Seed
- Operating hours and policies
- Parking information
- Payment methods accepted
- Accessibility features
- Popular services/products
- COVID policies (if relevant)
Example Pre-Seeded Q&A
Q: Do you accept walk-ins or appointment only? A: We accept both! Walk-ins are welcome during business hours. For guaranteed availability, we recommend booking online at [website].
Q: Is there parking available? A: Yes! Free parking is available in our lot behind the building. Street parking is also available with 2-hour limits.
Q: Do you offer vegetarian options? A: Absolutely! About 30% of our menu is vegetarian. Ask your server for recommendations or check the (V) symbols on our menu.
Best Practices
Answer Tone
- Friendly and helpful
- Professional but not stiff
- Conversational
Answer Content
- Directly address the question
- Provide complete information
- Include next steps if relevant
- Add contact info for complex questions
What Not to Do
- Don't ignore questions
- Don't be defensive
- Don't argue publicly
- Don't use Q&A for promotions
Handling Problematic Q&A
Spam Questions
- Report as spam
- Don't engage
- Google may remove
Competitor Questions
Sometimes competitors ask loaded questions:
- Answer factually and professionally
- Don't accuse or engage negatively
- Report if clearly spam
Inappropriate Content
Report questions or answers that:
- Contain profanity
- Are discriminatory
- Include personal attacks
- Are clearly fake
Q&A Notifications
Getting Notified
- Enable notifications in GBP settings
- Check email associated with account
- Use GBP app for mobile alerts
Response Time
Quick responses show:
- You're attentive
- You value customers
- Your business is active
Key Takeaways
- Monitor Q&A section regularly
- Pre-seed with common FAQs
- Answer as "Owner" for credibility
- Respond within 24 hours
- Report spam and incorrect information