Class # 3 September 22, 2025 PSS

Conversation Summary: This was a transcript of a sales training session led by an instructor. The session focused on advanced sales techniques for understanding and developing customer needs. The instructor guided participants through concepts such as identifying a customer's background and circumstances, recognizing that most customers are unaware of their own needs due to satisfaction with the status quo, and the importance of uncovering the "need behind the need." A significant portion of the training was dedicated to teaching and practicing four distinct types of questions, or "probes": open probes, closed probes, closed probes to confirm a need, and thinking probes. The session was interactive, involving reading, group discussion, and practical exercises where participants crafted their own questions based on the concepts taught.