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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:

  1. Discuss the purpose of discovering client needs and questioning the client.
  2. Use the technique of asking to ask.
  3. Use questions to focus the client.
  4. Plan and carry out a questioning strategy in a role-play situation.
  5. Write and identify open- and closed-ended questions.
  6. Write questions which they can ask to probe for specific support needs.
  7. Identify the techniques of active listening.


Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com



 


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