"Personal Connection" Questions. The intent of these is to help you find something in common with your customer by establishing a personal connection. Anything you genuinely care about and would be willing to answer is OK.
"Working Relationship" Questions. These questions--strategic as well as tactical--will help you learn how this individual prefers (or demands) to work with others inside or outside the company. On a strategic level, ask her to think of someone who provides services to her unit in a particularly effective way. If she's willing, you can go to that person directly and get his or her input. If she doesn't name the person, ask her to describe what behaviors, actions or approaches make that such a good working relationship.
- Questions to Identify Unmet Needs. Spend most of your time here to add real substance and energy to your relationship. Over time, you'll develop your own questions, and your own style of asking them.
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