Customers seldom articulate their needs in a proper manner; rather they more than often express their needs (many times, bitch and moan!) in the form of their problems. Below given are a few such statements. Translate the following customer statements about a student book bag into proper needs statements: (5 points)

1. a) See how the leather on the bottom of the bag is all scratched; its ugly.

2. b) Theres nothing worse than a banana thats been squished by the edge of a textbook.