Lesson 3: Determining Customer Needs and Wants

Listening

Listening to customers to determine their needs and wants is more advantageous than talking to them.  You must be an active listener.

Establishing Rapport
  • Give center stage to the customer.

  • Let customers talk about themselves.

  • Be kind, considerate, and polite.

Learn about the Customer
  • Find out about the customer's needs and wants.

  • Hear buying clues or concerns.

  • Get clarity.

Focus Attention on Your Offering
  • Guide the conversation.

  • Reassure the customer.

  • Let the customer justify the purchase.



Listen to salespeople selling to others or trying to sell to you.  Think about what their words are saying.


 
 

Not only is it necessary to ask the right questions, but you need to understand that excellent communication skills include effective listening.