Customer Needs Assessment & Sales Flashcards
7 cards from real CWS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Needs Assessment & Sales flashcards as text
A homeowner complains their water leaves blue-green stains in the sink. Which water quality issue does this most likely indicate?
Answer: Low pH (acidic water) corroding copper pipes
Blue-green staining is a classic sign of acidic water leaching copper from household plumbing.
During a needs assessment, a customer mentions a sulfur odor but has no other complaints. What is the BEST next step?
Answer: Conduct a water test to confirm hydrogen sulfide presence before recommending equipment
Always confirm the specific contaminant through water testing before recommending any treatment solution.
Which sales technique involves summarizing the customer's stated problems back to them before presenting a solution?
Answer: Reflective listening and needs confirmation
Reflective listening confirms you understood the customer's concerns and builds trust before presenting equipment options.
A customer with a private well asks about water treatment. Which document should the dealer prioritize obtaining first?
Answer: A recent comprehensive water analysis report
A comprehensive water analysis is essential for private well customers because contaminant levels vary widely and drive equipment selection.
What does the term 'TDS' stand for in water quality assessments?
Answer: Total Dissolved Solids
TDS (Total Dissolved Solids) measures the combined content of all inorganic and organic substances dissolved in water.
A customer objects that water treatment equipment is too expensive. Which response best addresses this objection?
Answer: Acknowledge the concern, then quantify long-term savings on bottled water, plumbing repairs, and appliance longevity
Framing cost as an investment with measurable long-term savings transforms a price objection into a value conversation.
During an in-home assessment, you notice white scale buildup on the showerhead and water heater. This evidence most strongly suggests:
Answer: Hard water with elevated calcium and magnesium
White or gray scale deposits are the hallmark sign of hard water caused by calcium and magnesium mineral deposits.