1. Step 2 of Selling Process
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 she’s performing gymnastics. I have to admit, though, I’m 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
Don’t ask “What do you intend to spend?”
Can be embarrassing for customer
Can get price range from other questions