Step 2 of Selling Process Determining Needs Step 2 of Selling Process

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.

Determining Needs Observation Listening Questioning

Observation Check for nonverbal cues Customer holding product

Listening Pick up on clues for needs. “I want a camera so I can take pictures of my daughter while she’s performing gymnastics. I have to admit, though, I’m not a very good photographer.” Fast shutter speed Need easy to use camera

Questioning Open ended questions Encourage customers to speak Find Intended Use of Product Who, What, Where, When, Why, How Don’t ask “What do you intend to spend?” Can be embarrassing for customer Can get price range from other questions