WORKSHOP

UNDERSTANDING CLIENT NEEDS & 


ANTICIPATING CUSTOMER BEHAVIOR
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR

FUNNEL QUESTIONS

▸ start with general

questions

▸ focus on a point in each

answer

▸ ask more detail at each

level
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR

PROBING QUESTIONS

▸ ask your respondent for an

example

▸ get additional information

for clarification

▸ use questions that include

the word "exactly"
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR

LEADING QUESTIONS

▸ try to lead the respondent to

your way of thinking

▸ use assumptions

▸ add a personal appeal to

agree at the end

▸ give people a choice between

two options, both of which you
would be happy with
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR
UNDERSTANDING CLIENT NEEDS & ANTICIPATING CUSTOMER BEHAVIOR