With a goal set, the next prework step is planning how to reach the goal. Again, the best performers make the most specific, technique-oriented plans. They’re thinking of exactly, not vaguely, how to get to where they’re going. So if their goal is discerning the customer’s unstated needs, their plan for achieving it on that day may be to listen for certain key words the customer might use, or to ask specific questions to bring out the customer’s crucial issues.
