Lesson 2 Think

In case it was a little hard to get the lecture, the lecture notes are here

The point is that you have to think about how to give your customer
freedom from stress, from information overload, from all the silly things that get in the way. ROI is just the cover that lets your customer get what they need.

But there is nothing to think about until you've practiced listening.
See lesson 1. and 1.5