Customer: 

“We are really struggling with leadtimes at the moment.”

Write down 5 SITUATION QUESTIONS you could ask to find out more about their situation. 
If you prefer, you can write your questions in your own language. 

Customer’s situation:

“We have a new project, 5 new designs a week. We always need 5-10 pcs, but really must have 5 w.days. Some of the parts are HDI, then 10 w.days is OK. We are currently spending $12k/week on fast turn, and this will continue next quarter.”

Write down 3 PROBLEM QUESTIONS you could ask. 
If you prefer, you can write your questions in your own language. 

Customer’s problem: 

“We are seeing too many late deliveries, short shipment, and nobody answers emails or phones.” 

Now, write down 3 IMPACT QUESTIONS.
If you prefer, you can write your questions in your own language. 

Customer’s impact

“We are falling behind on projects, TTM is delayed, I’m being blamed, and me and my team are working too many hours per week.” 

Write down 3 NEEDS QUESTIONS. 

Customer’s needs:

Quote response within 12 hours
No delays on quoted leadtimes
Quantity ordered must also be quantity delivered
IPC class 2 as a minimum quality level
Design guides and education
Speedy response on design and suggestions on design improvements

Write down at least 3 NCAB BENEFITS you could present based on the customer’s needs.

What NEXT STEP could you agree on, based on this conversation?