Could You Help Me Understand What You Are Looking For?
Asking this question to customers is important.
At times customers come in with requests for specific products that they feel will fill their needs. However, their need may be filled by a different product more efficiently.
So, what is it that the customer is looking for? A customer comes in looking to buy a printer. They know they need a laser printer and they know their budget. However, what is it that they are looking for? Are they going to have the printer in a standalone or a network environment? Do they want it to connect to multiple devices wirelessly? Do they need a device that can only print or would they be interested in a device that can copy, scan and even fax documents?
Another customer may be looking for sewing thread. Do they intend to sew by hand or with a machine? Are they looking for something that is only decorative which requires less strength in the material or are they looking for a strong thread that is to be used for stress bearing seams? Do they intend to put the garment and the thread through harsh washes?
What is it that they are looking for? They are not looking for a product, but they are looking for a solution to a situation.
Knowing the answer to this question can help you suggest a better product option for the customer. The customer will benefit from the fact that you took the time to understand their real requirements and suggested a product or options more suitable to their requirement.
Therefore, take the time to ask customers questions about what they are looking for. Solving their problems helps the customer develop trust in you and they are more likely to be returning customers.