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Discover Client's Needs: Questions to Ask to Better Serve Your Client
 Customers
expect you to have all the answers. Asking appropriate questions,
actively listening, and knowing your product are all key elements
in determining whether your customer has needs you can serve. By addressing
concerns and problems, you can offer the best solution to your client.
This module covers:
- The purpose of questioning
- How to ask questions to focus the customer
and uncover specific product needs
- Techniques for active listening
AUDIENCE
This module is designed for salespersons and managers needing skills
on asking questions to uncover customer needs.
FORMAT AND LENGTH
This module can be presented in two to four hours, depending on
participants' skill level and teaching objectives. The module includes:
- Break out groups to solve team
problems
- Discussion on techniques for team
development
- Exercises and presentations
- Practice sessions and role plays
COURSE MATERIALS
The participant's workbooks contain reference text
and exercises, are bound and three hole punched. The module is divided
into three sections, one for each phase of training: the Pre-Workshop
Assignment, the Workshop Material, and the Post-Workshop Action Items.
Participant's workbooks can be used for classroom instruction or on
a self-paced basis.
The leader's guide contains the same material as
the participant's workbook, with the addition of a section of introductory
notes, answers to exercises and explanatory margin notes. The leader's
notes contain tips and techniques on setting up and administering
the session, checklists, and other teaching aids. Other beneficial
components include:
- A listing of suggested videos
which complement the material.
- Notes which highlight key points,
provide tips for training, and detail competencies to be gained.
- Margin Notes on the workshop
materials which guide the leader through the material and indicate
when to ask questions, encourage discussion, use flip charts,
break into groups, and refer to specific material.
OBJECTIVES OF THE MODULE
By the end of this module, the participants
will be able to:
- Discuss the purpose of
discovering client needs and questioning the client.
- Use the technique of asking
to ask.
- Use questions to focus
the client.
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Plan and carry out a questioning
strategy in a role-play situation.
- Write and identify open-
and closed-ended questions.
- Write questions which they can
ask to probe for specific support needs.
- Identify the techniques of active
listening.
Merit Training Corporation
Phone: 800-677-1667
e-mail: info@merittrainingcorp.com
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