Which skills are vital during the establish customer need phase of the ideal call structure?

During the establish customer need phase of the ideal call structure, listening and questioning are crucial skills that help the agent understand the customer's situation and requirements fully. Effective listening allows the agent to capture both verbal and non-verbal cues, which can provide insights into the customer's needs, concerns, and expectations.

Questioning, on the other hand, enables the agent to gather specific information, clarify details, and probe deeper into the customer's issues. This interaction helps in building rapport and demonstrates to the customer that their concerns are being taken seriously. By employing these skills, the agent can better identify what the customer truly needs, which is essential for providing appropriate solutions and enhancing overall customer satisfaction.

While the other options may involve important skills, they are not the primary focus during the initial phase of establishing customer needs, where understanding and clarity are paramount.