If satisfying the Customer Need is the key to the sale (which it is), then it stands to reason that the class: Determining Customer Needs is where the locksmith works. But there is always one more thing to learn about your customer. This class shows how customers who work in different roles have different-sometimes very selfish-needs. If you try to sell the same benefit of your solution to every buyer in a particular account, some respond and others don't. The answer is that they have a different perspective as to what is needed...because they have a different area of responsibility. Figure it all out in this fast moving class.