Some methods have been identified which will help engage with customers who are as yet undecided about their needs. Such methods can help marketers create a latent but as yet unknown demand. Sales personnel in such cases need to be the consultant who provides relevant information on basic needs rather than selling any particular item. Deep product knowledge can help customers identify their needs. A toll-free helpline must be provided by the organization so that potential customers can connect directly and address their not-so-clear requirements. For converting a customer, easy returns or exchanges must be floated. Online shopping platforms often use this theme for their digital marketing campaigns to attract newer customers.

Source:http://customerthink.com/how-to-engage-with-customers-who-are-not-sure-what-they-need/