On-site training is for managers and employees who interact directly with customers to find solutions for what they need. The main emphasis of this training is to improve effective questioning skills to uncover the needs and goals of customers. Topics include the importance of product knowledge and service offerings, asking the right questions to clarify the expressed wants of a customer, applying proactive listening skills to understand motivation, and determining the knowledge, skills, abilities, and behaviors necessary to solve for customer needs. Finding the right solution for a customer helps build brand loyalty and deepen relationships.
