Determine customer needs.

Determination should be based on

• the way the customer communicates (verbal and nonverbal)
• questions posed by the customer
• the customer's behaviors.

Determination should also include demonstrating respect for customer needs.

Process/Skill Questions:

• What should you ask a customer before offering any solutions?
• Why is it important to serve the customer to the best of your ability, even if you or your employer cannot offer a solution?
• What can body language tell you about a customer's needs or desire to be helped?
• How can you help a customer communicate his needs more effectively?
• How do you demonstrate respect toward a customer?