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Course details

During this course the difference between needs and wants is discussed and the reasons why people ‘say yes’ and purchase something are explored. The ©LISTEN model for quickly and effectively identifying customer needs is introduced, best practice during each stage is discussed and delegates practice identifying customer needs taking into account customer communication style, behavioural style and personality type. This exercise is fully debriefed.

The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation.

Course objectives

Explain the difference between needs and wants
Explain the reasons why customers have different needs
List the steps required to identify and confirm customer needs
Demonstrate how to identify customer needs
State how to quickly and easily adjust your approach accordingly
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
The difference between needs and wants
Identifying customer needs using the ©LISTEN model
Customer needs and different needs for different customer types
Exercise. Identifying customer needs
Adapting your approach
Review exercise and feedback

Course benefits

Increases sales and service opportunities
Develops customer relationships
Improves the customer experience
Improves customer satisfaction and retention levels
Increases sales value and volume