What are fact finding skills?

Your organization exists to provide customers with a product or service which meets their needs. To do this effectively, it is important for front-line staff to focus on what information is required to determine whether an appropriate solution can be offered. This training activity looks at fact-finding skills, such as developing questions, identifying needs - both stated and unstated - as well as how to recognize the benefits customers will gain from particular features of products or services. Another challenge in terms of gathering information comes from the fact that some customers will state their requirements very clearly, and some won't! We therefore need to have the skills to look for clues in what the customer tells us, and almost develop a sixth sense for what is needed.