SVC-17A Apple Service Fundamentals questions

DaveWuzHere

I've been working in IT for a long time, but mainly Windows & Networks not Macs...I recently took the SVC-17a and was surprised at the number of non-technical questions.

Specifically there were numerous questions of should a user use convergent vs divergent vs open vs closed.

Can anyone give me some examples of convergent vs closed questioning? Open vs divergent? I see both of these sets very similar, but apparently Apple does not as the multiple-choice questions allowed for 1 answer out of those 4 choices.

Help!?