Understanding Needs

4. The only open question word that doesn't begin with a 'W' (3)
5. Once you know this, you can recommend the right product to them in terms of their price range (6)
8. This is not what you say but how you say it - 38% of the impact we have on customer is down to this (4)
9. This builds a bridge between you and your customer and allows them to relax and relate to you (7)
11. This is a skill in which you listen to your customers words and understand their meaning (6,9)
12. These are things that can prevent you from effectivley listening to yout customer, you need to avoid them and stay focused (12)
13. You need to know this in order to recommend a product that is suitable for their daily life. Thi is how the customer lives (9)
15. You need to ask these to obtain rich information and effectivley understand your customers needs (4,9)

1. This is a skill in which you check your understanding with your customer and repeat it back to them to confirm this (6,9)
2. 55% of the impact we have on customers is down to this - we can mimic this in terms of posture(4,8)
3. This is where you subtly mimic your customers behaviour in three key ways (7)
6. These are things that you can relate with your customer and perhaps break the ice such as weather or hobbies (6,9)
7. This is something you should have when talking to customers and demonstrating a product (Hint . . Don't be nervous) (10)
10. You should only ask these to confirm your customers needs, as you can easily be dismissed (6,9)
14. Only 7% of the impact we have on customers are down to these (5)