The "language of needs"
Pay close attention to the "language of needs," which can reveal opportunities to introduce new options or provide alternatives to the current situation. Be alert for the use of words like "need," "want," "desire," and phrases such as "the business must," "I'm concerned about," and "we need to change." These are the verbal cues for an agent to probe more deeply into what the client is saying about their current situation to uncover opportunities to present solutions.
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