Understanding Needs Crossword

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Across
  1. 3. This is not what you say but how you say it
  2. 5. This are things that you can relate to the customer with and perhaps break the ice, such as weather or football team
  3. 9. You need to know this about your customer when discussing car seats, bases and choice of pushchair, as you need to know about space and suitability
  4. 11. These are things that can prevent you from effectivley listening to your customer, you need to avoid them and stay focused
  5. 14. This is a skill in which you listen to the words and their meaning
Down
  1. 1. This is something you should have when talking to customers and demonstrating a product to them (Hint . . . don't be nervous)
  2. 2. This is a form of body language, you can subtly mimic this and match your customers
  3. 4. You should avoid asking these to your customer
  4. 6. The only 'question' word that doesn't begin with a 'W'
  5. 7. This is almost like a relationship that you build with your customer
  6. 8. This is where you subtly mimic your customers behaviour
  7. 10. This is a skill in which you check your understanding of what the customer has told you
  8. 12. You need to ask these to extract rich information and effectivley understand your customers needs
  9. 13. Once you know this you can recommend the right product to them in terms of their price range
  10. 15. You need to know this in order to recommend a product that is suitable for their daily life . . This is how the customer lives