Lesson 3: Determining Customer Needs and Wants

Observing

Section 2, Lesson 2 explored various customer types: analytical, driver, amiable, and expressive.  Most people are a combination of personality types, but they have predominant tendencies toward one type or style.  Acute observation might help you to determine the best way to approach the customer.  Review the diagram below to refresh the characteristics of each.  Click on the image to enlarge it.

 
 

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Give Your Customer Space


  • Allow a customer to come into your store and get a little comfortable before greeting.
  • Let the customer look around displays or showrooms and enjoy the shopping experience.
  • Be nearby and ready to help them without giving them the feeling of being stalked.
  • Be aware if they may have questions.  Watch for obvious signs such as having difficulty reaching a product.
  • Be aware if they linger near some special area of the store; they may have questions.