Most customers already believe they know what they want, very often they do not want your opinion, and want only for you to provide them with the product or service requested. While this is often ok, you should still try and understand what they are trying to achieve, or you may end up with poor reviews and an upset customer who feels they wasted their time. It all comes down to staying focused on the goals of the customer and the strategies for achieving those goals. Two primary questions to consider asking customers when attempting to understand their goals include:
• What is your goal for using or purchasing this product or service?
• What results are you expecting by using this product or service?
Asking these questions will help demonstrate a genuine concern for your customers and they will, most often, appreciate your sincerity.
— For more lessons like this, purchase your copy of Act Like a Business: Think Like a Customer by Dr. Elijah Clark from all major bookstores. —