Customer Needs Assessment & Sales Flashcards

A customer wants to remove fluoride from their drinking water. Which treatment technology is specifically effective for fluoride reduction?

Answer: Reverse osmosis system or activated alumina filter

Reverse osmosis and activated alumina are among the few technologies that effectively reduce fluoride levels in drinking water.

When presenting water treatment solutions to a rental property owner, which benefit angle is most persuasive?

Answer: Protection of plumbing and appliances to reduce maintenance costs and increase tenant satisfaction

Landlords are primarily motivated by protecting their investment and reducing operational costs, making equipment and appliance protection the most compelling angle.

What is the significance of a water's Langelier Saturation Index (LSI) in a needs assessment?

Answer: It indicates whether water is scale-forming or corrosive, guiding treatment recommendations

A positive LSI indicates scale-forming water while a negative LSI indicates corrosive water, both of which require different treatment approaches.

A customer asks why they need a water softener when their municipality already treats the water. The BEST response is:

Answer: Municipal treatment addresses safety and disinfection but does not remove hardness minerals, which can affect plumbing, appliances, and skin

Municipal treatment targets health-based contaminants and disinfection; it does not reduce hardness, which must be addressed at the point of use.

Which closing technique involves offering the customer a choice between two options, both of which result in a sale?

Answer: Alternative choice close

The alternative choice close (e.g., 'Would you prefer the whole-house system or the point-of-use unit?') narrows the decision to which product, not whether to buy.

A customer on a sodium-restricted diet is concerned about drinking softened water. What is the most accurate and helpful response?

Answer: Softening adds sodium proportional to hardness removed; a point-of-use RO system after the softener can remove the added sodium from drinking water

An RO system installed at the kitchen tap removes sodium added by the softening process, providing softened water throughout the home while delivering low-sodium drinking water.

What is the primary reason a CWS dealer should document the results of each customer's water test and assessment?

Answer: It creates a professional record that supports equipment recommendations, protects against liability, and enables future service planning

Thorough documentation justifies equipment recommendations, creates a service history, and demonstrates professionalism and accountability.