Customer Needs: Qualify, Listen, Question

Truly exceptional customer experiences begin with genuine understanding. This session supports participants in uncovering and validating individual customer needs through structured qualification, active listening, and effective questioning. By adopting a relational selling approach, learners will build stronger connections, personalise their offering, and create meaningful, value-driven conversations that support long-term relationships.

Objectives:

• Differentiate between transactional and relational selling – explain how putting the customer at the centre drives trust and loyalty
• Demonstrate effective listening skills – identify barriers and use techniques to retain key information and build rapport
• Apply a range of questioning techniques – select and use open, closed, and probing questions to uncover needs and motivations
• Validate customer needs – confirm understanding, demonstrate empathy, and align recommendations with what matters most to the individual

Duration: 4 hours

Assessment: Included ✓ (80% Pass, 90% Merit, 95% Distinction)

Certificate: Included ✓

Follow Up Resources: Included ✓