ABSTRACT
The face-to-face interview is the heart of the customer visit program. The preparation activities described in the preceding chapters, and the follow-on activities described in the next, are designed to maximize the value of the time you actually spend with customers. This chapter focuses on how to approach the interview itself. First, we will review some basic parameters: How much time? Where should it occur? Next, we will distinguish three roles that have to be parceled out among the visiting team, and then discuss the skill set required to fulfill each role. Finally, we will work through five difficult situations that sooner or later crop up during visits and discuss how to cope with each one.
