Simulate a situation in a role play in which a tough customer asks a vague question and review your candidate’s response. Provide feedback afterwards. Does he listen well? Does he understand the customer? Does he ask further questions?
Explain the importance of knowing the customer’s expectations and the concept that it is better to promise less and to deliver more (underpromise and overdeliver).
Ask your candidate to take careful notice of another person’s verbal signals and body language while talking to him. Explain that the two may diverge - which can be of advantage to him.
Encourage your candidate to ask ‘open questions’: questions that cannot be answered with ‘yes’ or ‘no’ (and often begin with ‘who’, ‘what’, ‘where’, ‘which’, or ‘how’).