How to Create a Google Business Profile Q&A

# How to Create a Google Business Profile Q&A

In the world of local search, your Google Business Profile (GBP) is often the first interaction a potential customer has with your brand. While most business owners focus on reviews and photos, the Questions & Answers (Q&A) section is a frequently overlooked goldmine for local SEO and customer conversion.

Think of the Q&A section as a dynamic FAQ page that sits right on Google Search and Maps. By proactively seeding your own questions and providing authoritative answers, you control the narrative, reduce friction in the buying process, and signal to Google that your profile is active and helpful.

Why Q&A Matters for Australian Small Businesses

In Australia, where local competition can be fierce—whether you’re a plumber in Chermside or a boutique in Paddington—providing instant answers can be the difference between a phone call to you or a click to your competitor. Furthermore, Google’s algorithm often pulls snippets from your Q&A section to answer user queries directly in the search results (the "mentions" feature).

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Prerequisites: What You’ll Need

Before you begin, ensure you have the following ready:

• A Verified Google Business Profile: You must have claimed and verified your business (using your ABN and physical address).
• Google Account Access: Log in to the Google account that manages your profile.
• A List of FAQs: Gather the top 5–10 questions customers actually ask you over the phone or via email.
• A Desktop or Mobile Device: While you can do this on a phone, a desktop is often easier for managing longer text.

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Step 1: Access Your Google Business Profile

Start by searching for your exact business name on Google Search while logged into your management account. Alternatively, you can search for "my business".

Step 2: Navigate to the Q&A Section

Scroll down past the initial action buttons until you see the section titled "Questions & answers." It usually sits below your business description and above the reviews.

Click on the text that says "Ask a question" or "See all questions." Even if you have zero questions currently, clicking this will open the Q&A interface.

Step 3: Seed Your First Question

Many business owners don't realise that it is perfectly acceptable (and encouraged) to ask your own questions. This is the best way to build a helpful FAQ.

Click the "Ask a question" button. A pop-up box will appear. Type in a common question, such as: "Do you offer emergency call-outs in the Brisbane northern suburbs after hours?"

Step 4: Post the Question

Once you’ve typed your question, click Post.

Step 5: Answer the Question Immediately

After posting, the question will appear in the list. Refresh the page if you don't see it immediately. Underneath the question, you will see an "Answer" button. Click it.

As the business owner, your answer will be highlighted with a badge that says "Owner" or "(Business Owner)". This gives your response ultimate authority.

Step 6: Write a Comprehensive Response

When writing your answer, be professional and detailed. Don't just say "Yes." Instead, say: "Yes, we provide 24/7 emergency plumbing services across all Brisbane northern suburbs, including Chermside, Aspley, and North Lakes. You can reach our emergency line at [Phone Number]."

Step 7: Optimise for Keywords (Natural Language)

While writing your answers, naturally include keywords that locals might use. Mention specific services and suburbs. This helps Google understand the geographical and topical relevance of your business. However, avoid "keyword stuffing"—always write for the human reader first.

Step 8: Use the "Like" Feature to Prioritise

Google often displays the question with the most "likes" (thumbs up) at the top of your profile. If you have a particularly important question (e.g., about your pricing or primary service), give it a thumbs up from your account. This encourages Google to feature it prominently on your main profile view.

Step 9: Set Up Notifications

To manage future questions from the public, you need to know when they happen.

• Go to your Business Profile settings (the three dots in the top right of the management menu).
• Select Notifications.
• Ensure Customer questions is toggled ON.

Step 10: Monitor and Moderate Regularly

Unlike reviews, anyone can answer a question on your profile. Sometimes, well-meaning customers provide outdated or incorrect info. Check your Q&A at least once a month to ensure your "Owner" answer remains the most accurate and up-to-date.

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Pro Tips for Success

• Keep it Concise: While being detailed is good, Google may truncate very long answers. Aim for 2-3 sentences.
• Avoid Links: Google often flags answers containing external URLs as spam. It’s better to tell them to "Visit our website via the link in the profile."
• Use Photos: Currently, Google is rolling out the ability to add images to Q&A in some regions. If you see a camera icon, use it to show a menu, a price list, or a map of your service area.
• ABN and Licensing: For trade services, including your QBCC licence number or Australian Business Number (ABN) in answers about credentials builds massive trust with local customers.

Common Mistakes to Avoid

• Ignoring Questions: Leaving a customer question unanswered for weeks looks like poor customer service.
• Getting Defensive: If someone asks a cheeky or negative question, stay professional. Answer with facts, not emotion.
• Using Shorthand: Avoid "u" instead of "you" or all caps. It looks unprofessional and reflects poorly on your brand.

Troubleshooting

• My question didn't appear: Google has automated spam filters. If your question contains a phone number or a link, it might be hidden. Try rephrasing without the contact details.
• Someone posted a fake question: Click the three dots (menu) next to the question and select "Report question." Choose "Spam" or "Not relevant to this business."
• I can't see the "Answer" button: Ensure you are logged into the correct Google account. If you still can't see it, try accessing the profile via the Google Maps app on your phone.

Next Steps

Now that you've set up your Q&A, your profile is working harder for you. To further dominate Brisbane's local search results, you should:

• Update your Business Description to match the services mentioned in your Q&A.
• Post a Weekly Update (Google Post) highlighting one of the FAQs you just created.
• Encourage Reviews that mention the specific services you've highlighted.

Need help managing your local presence or want a professional audit of your Google Business Profile? The team at Local Marketing Group is here to help Australian businesses grow. Contact us today to book a strategy session.