Objectives

• Explain the difference between need & want
• Explain the reasons underlying customer needs
• Explain the 4 steps required to identify & understand customer needs
• Demonstrate the use of a 4 step structure for understanding & satisfying customer needs
• Start the design of a personal development action plan

Content

• Workshop Introduction & aims
• Difference between need & want
• Different customer types
• 4 steps to identifying & understanding customer needs
• Feature, advantage & benefit
• Skills practice, feedback & review
• Personal development planning

Benefits

• Promotes a needs based service
• Develops skills flexibility
• Encourages customer retention
• Develops sales opportunities