Determining Needs

1
Determining Needs

• Step 2 of Selling Process

2
Determining Needs

• Why do we actively try to identify customer needs
  and not just ask what the customer wants to buy?
• It is THE critical factor in achieving customer
  satisfaction.

3
Determining Needs

• Observation
• Listening
• Questioning

4
Observation

• Check for nonverbal cues
• Customer holding product

5
Listening

• Pick up on clues for needs.
• I want a camera so I can take pictures of my
  daughter while shes performing gymnastics. I
  have to admit, though, Im not a very good
  photographer.
• Fast shutter speed
• Need easy to use camera

6
Questioning

• Open ended questions
• Encourage customers to speak
• Find Intended Use of Product
• Who, What, Where, When, Why, How
• Dont ask What do you intend to spend?
• Can be embarrassing for customer
• Can get price range from other questions