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Read Between the Lines

It is not enough to read, understand and answer a client’s questions. You must also read between the lines to get a real sense of what they want to know.

You might like to ask yourself:
If I were the customer, what would I want to find out by asking this question?
Why is the customer asking this? Is there a ‘bigger picture’ of which I should be aware?
What are the key elements in this question and what weighting does each element hold?