Beginning the Questioning

They are more likely to be open and honest with their answers if they understand the structure of the needs determination process.

Before you begin to question your client to determine their needs, let them know why you need the information, how it will benefit them, and how it relates to the agenda. Explain that by answering your questions they will:

• Help you focus on the right issues.
• Allow you to make better recommendations.
• Get an opportunity to outline their concerns.
• Ensure that you learn about them.

They are more likely to be open and honest with their answers if they understand the structure of the needs determination process. That process consists of the following:

• Introduce the questioning session
• Ask the right questions
• Listen for the needs
• Review and check the needs

ACTION POINT: Let your customers know the reasons why you are asking them questions.