11 Determining Customer Needs with a Consultative Questioning Strategy
Source: Michael Ahearne
Learning Objectives
When you finish reading this chapter, you should be able to
11.1 Outline the benefits of the consultative sales process
11.2 Describe the four parts of the need-satisfaction model
11.3 Discuss the use of questions to discover customer needs
11.4 Describe the importance of active listening and the use of confirmation questions
11.5 Select solutions that match customer needs
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