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
Which question is most effective for uncovering a customer's emotional motivation for purchasing water treatment?
Answer: How does your current water situation affect your family's daily life?
Open-ended questions about daily impact reveal the emotional drivers that motivate purchasing decisions beyond technical facts.
A CWS dealer is presenting to a customer who has city water with a chlorine taste complaint. Which treatment is most appropriate to recommend first?
Answer: Point-of-use activated carbon filter to reduce chlorine taste and odor
Activated carbon is highly effective at adsorbing chlorine, chloramines, and associated taste and odor compounds.
What is a 'trial close' in the context of a water treatment sales presentation?
Answer: A question that gauges the customer's readiness to buy without asking for a final commitment
A trial close tests the customer's buying temperature with a question like 'Does this solution address your concern?' without pressuring for a final decision.
Iron staining in toilets is typically red-brown in color. At what iron concentration (in mg/L) does the EPA set the secondary maximum contaminant level?
Answer: 0.3 mg/L
The EPA secondary MCL for iron is 0.3 mg/L, above which staining and aesthetic problems typically become noticeable.
A customer is concerned about lead in their drinking water. Which treatment technology is most effective at removing lead at the point of use?
Answer: Reverse osmosis membrane system
Reverse osmosis is one of the most effective POU technologies for lead removal, achieving high rejection rates.
Which of the following best defines 'consultative selling' as applied to water treatment?
Answer: Diagnosing the customer's water problems through questions and testing, then recommending tailored solutions
Consultative selling positions the dealer as a trusted advisor who diagnoses before prescribing, building long-term customer relationships.
When assessing a customer's water usage patterns, why is daily water consumption volume important for sizing equipment?
Answer: It ensures the system's flow rate and capacity match household demand without pressure drop or premature exhaustion
Undersized equipment leads to inadequate treatment and poor customer satisfaction, while oversized equipment wastes resources and money.