What you want to do is discuss them a bit before you demonstrate your solution to the problem. Pour a little gas on the fire before you put it out! “Karen, you explained that you have trouble entering orders over the telephone when some of the products the customer needs aren’t in stock. You don’t really have a quick way of entering that information. Is this correct?” Karen replies, “That’s right. It’s driven me crazy as long as I’ve been here!” Although it may not sound engaging, Karen is now paying attention. She also knows, as does everybody else in the room, you listened to her during the
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Engaging: Technique 3
