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Customer needs are usually fairly self-explanatory, at least on a basic level. Judging on
the basis of what your business is, there are often only a few things they can possibly
be looking for. What is essential, though, is that you allow the customer to
communicate their needs to you rather than attempting to tell them what they need.
They know what they need, and that’s why they are here. Any attempt by you to
project something on to them is simply going to be taken in a bad way, and is as likely
to hurt your sales as anything. Where you can help them is in explaining how those needs can best be
met.
Customers will come in many different forms, and each of these forms will present certain challenges.
There will be some customers who are very clear about what they want and need, and will put up with
very little sales patter from a salesperson. There are others who have only the vaguest idea of what they
want to buy, and will essentially give you a rundown of their needs and ask you to fill in the blanks.
There are some who will have a lot of questions, and others who will simply want you to do what they
ask. In the first few sentences a customer says to you, you will be able to identify their needs or
situation, and can operate from there.
The more time you spend in a customer facing role, the more you will learn about the kinds of customer,
and the different needs that they have. You will become adept at learning what a certain customer
wants from you, and will be able to identify the way the situation will go without needing to ask too
many questions. The benefit of experience is in how it allows you to make quick decisions and satisfy the
customer in an efficient and courteous manner. It is often said that there are no bonuses or statistics for
customer service, but it is customer service that will bring the most sales and the most repeat business.