DETERMINE THE NEEDS AND WANTS
To determine the needs and wants of a customer you must listen to the customer to find out their specific needs. After creating an amazing first impression, you now need to explore what the customer is looking for. To do it you must ask! If you do not ask the right questions you will not be able to determine the customers needs and wants. There are three types of question you should ask during this stage of the sale:
THE OPEN QUESTION: These questions usually start with a: Who, What, Where, When, Why.
An example could be: What are you looking for today?
THE PROBING QUESTION: These are usually a direct response to an open question. This gives you the opportunity to gain more information fom the customer and get a more specific idea of what they want.
An example could be: What is your favourite silhouette?
THE CLOSED QUESTION: These questions require a yes or no answer. They can be very important when closing a sale.
An exampe could be: Did you find everything you were looking for today?