All service involves selling, and selling entails meeting needs. This two-part module shows how service staff can identify customers' needs and then meet them by asking questions and actively listening; giving advice based on product knowledge; bending the rules; providing 'extras' and add-on sales'; and taking personal responsibility for problems.

Video 1: Find Out the Needs

This program highlights the importance of identifying what it is that customers and clients really want. It gives concrete suggestions as to how frontline staff can anticipate and establish their customers' service needs.

Video 2: Meeting Needs

This program shows that one of the tests of excellent service is whether staff can do more than simply meeting customers' needs. We see examples of frontline staff who go out of their way to meet unusual requests and to add extra touches to the service they provide.

1. The initial approach
2. Determining what the customer needs
3. Using product knowledge
4. Balanced attention
5. Unusual requests
6. Add-on selling
7. Providing extras
8. Bending the rules
9. Taking personal responsibility
10. Following up