Discover how emotional intelligence can help you decode your client's unspoken needs and preferences for better business relationships.

You notice your client is holding back. Gently probe by asking open-ended questions and listening actively. "Tell me more about your vision." Then, leverage the network effect: "Imagine our collaboration as a growing network. The more we understand and align, the more exponentially valuable our work becomes." Highlight how this interconnected value impacts their goals. "As we uncover your needs, our combined insights create a powerful synergy, much like a thriving network where each connection strengthens the whole." Immediate step: Schedule a dedicated session to delve deeper, ensuring they feel heard and valued. Follow up consistently to build trust and uncover deeper insights.

Last updated on Jul 14, 2024

Your client is holding back on their needs and preferences. How can you uncover what they truly want?

In any professional relationship, understanding your client's true needs and preferences is crucial, yet this isn't always straightforward. Clients may hold back for various reasons: uncertainty, fear of being judged, or simply because they haven't fully articulated their desires even to themselves. Emotional intelligence (EI) is your ally in these situations. It involves the ability to understand and manage your own emotions, as well as to recognize and influence the emotions of others. With high EI, you can create an environment where clients feel comfortable sharing their true thoughts and feelings.

1 Active Listening

Active listening is more than just hearing words; it's about understanding the message behind them. Pay close attention to your client's tone, pace, and body language. These non-verbal cues can reveal much about their emotional state and level of engagement. Reflect on what is said by paraphrasing or summarizing, which not only shows you're paying attention but also gives your client the chance to correct any misunderstandings. This process can help them clarify their own thoughts and lead to revelations about what they truly want.

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Dharmendra Rai

Just did my 151 st Invisible Selling seminar !
Ask him lots of open ended questions & let him talk till Kingdom come . Once a person talks for a long time defence barriers drop & the truth reveals itself . Once he is opening up grab each & every detail like a sponge
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2 Open Questions

To delve deeper into your client's needs, ask open-ended questions that cannot be answered with a simple 'yes' or 'no.' These questions encourage your client to elaborate and provide more detailed information. For example, instead of asking if they like a particular feature, inquire about what aspects of a service or product are most important to them. By focusing on their priorities and concerns, you can gain a clearer picture of their preferences and needs.

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Madlien Magued

MSc - MBA - International Credit Diploma- TOT - BB Rehabilitation at CIB Egypt - Business Banking Credit Risk
Open-ended questions encourage the customer to talk more freely and engage. But it's a double-ended weapon, as you have to actively listen to the answer, not only ask questions for chatting. As you are raising the customers expectations by these questions, as customers believe that you are interested to know more and more, to add value here, not for your information only. Hence, if this step is implemented correctly, this is emotional intelligence.
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Oliwia Gogolewska

Fearless IT Project Manager | Operations | Emotional Intelligence | Human-Centric Leadership | Delivered 50+ Projects On-Time and Within Budget
When a client is holding back try the following approach: 1. Start broad by asking a client about the vision: "Can you tell me about your overall goals?", "What would you like to achieve?". 2. Follow up with, "What specific features are most important to you?" to get more details. 3. Ask: "Why is this aspect important to you?" to understand motivations. Use 5 WHYs method to get to the bottom of it. 4. Clarify concerns by asking question: "What challenges are you facing currently?". 5. Ask about the future vision: "How do you see this evolving in the future?". This scenario can make a client more talkative :)
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3 Empathetic Engagement

Empathy is at the heart of emotional intelligence. Show genuine concern for your client's needs by putting yourself in their shoes. This doesn't mean you have to agree with everything they say, but it's important to validate their feelings. Acknowledging their emotions can make them feel heard and understood, which builds trust. This trust can encourage them to open up more about what they truly want, even if it's something they were initially hesitant to disclose.

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Priscila Kobayashi, MBA

Planning and Project Engineer S&OP | Manufacture and Quality Specialist | Process, Product Management and Continuous Improvement
Engage with empathy by actively listening to their concerns and asking open-ended questions. Show genuine interest in their perspective and feelings. Reflect back what you hear to ensure understanding and build trust.
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4 Nonjudgmental Space

Creating a nonjudgmental space is essential for open communication. Assure your client that all ideas and feelings are welcome and that there's no right or wrong answer when discussing preferences. This can alleviate the pressure to conform to perceived expectations and encourage honesty. Without fear of judgment, clients are more likely to share their true thoughts and desires, providing you with the insight needed to serve them better.

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Priscila Kobayashi, MBA

Planning and Project Engineer S&OP | Manufacture and Quality Specialist | Process, Product Management and Continuous Improvement
Create a judgment-free space by encouraging open and honest dialogue. Assure them that their needs and preferences are valued and respected. Use neutral language to make them feel comfortable sharing their true thoughts.
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5 Reflective Feedback

Provide reflective feedback by restating your client's expressed needs and preferences in your own words. This not only demonstrates that you've understood their points but also gives them the opportunity to hear their thoughts from another perspective. Sometimes, this reflection can help clients realize that what they thought they wanted isn't actually in line with their core objectives or values, leading them to reconsider and communicate more authentic desires.

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Priscila Kobayashi, MBA

Planning and Project Engineer S&OP | Manufacture and Quality Specialist | Process, Product Management and Continuous Improvement
Use reflective feedback to uncover their true needs. Paraphrase their statements to confirm understanding and show you are actively listening. Ask clarifying questions to delve deeper into their preferences and concerns.
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6 Follow-Up Questions

Lastly, follow-up questions can be powerful tools in uncovering hidden needs. After a client has shared information, ask for more details or examples to clarify their points. This shows you're interested in fully understanding their perspective and can encourage them to think more deeply about their preferences. It also helps ensure that no critical information is overlooked, allowing you to provide services that truly align with your client's desires.

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Priscila Kobayashi, MBA

Planning and Project Engineer S&OP | Manufacture and Quality Specialist | Process, Product Management and Continuous Improvement
Ask follow-up questions to explore their needs further. Encourage them to elaborate on initial responses by asking for examples or details. This helps clarify their preferences and uncover underlying motivations.
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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Arthur Dester

Expert in Critical Thinking with 100,000+ Views on 1300+ LinkedIn Articles
You notice your client is holding back. Gently probe by asking open-ended questions and listening actively. "Tell me more about your vision." Then, leverage the network effect: "Imagine our collaboration as a growing network. The more we understand and align, the more exponentially valuable our work becomes." Highlight how this interconnected value impacts their goals. "As we uncover your needs, our combined insights create a powerful synergy, much like a thriving network where each connection strengthens the whole." Immediate step: Schedule a dedicated session to delve deeper, ensuring they feel heard and valued. Follow up consistently to build trust and uncover deeper insights.
Like
Report contribution

Your client is holding back on their needs and preferences. How can you uncover what they truly want?

1

2

3

4

5

6

7

1 Active Listening

2 Open Questions

3 Empathetic Engagement

4 Nonjudgmental Space

5 Reflective Feedback

6 Follow-Up Questions

7 Here’s what else to consider

Emotional Intelligence

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Your client is holding back on their needs and preferences. How can you uncover what they truly want?

1

2

3

4

5

6

7

1 Active Listening

2 Open Questions

3 Empathetic Engagement

4 Nonjudgmental Space

5 Reflective Feedback

6 Follow-Up Questions

7 Here’s what else to consider

Emotional Intelligence

Rate this article

Thanks for your feedback

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