English to Spanish Marketing Human Resources New employee handbook

Hola a todos:
La traducción es sobre el manual de empleados nuevos de una compañía de calzado para capacitar en atención al cliente y dice:

Start with a greet and uncover needs
greet: engage and inspire the consumer with your name, a warm welcome and good questions to see how you can serve. communicate any window and feature product stories.
uncover needs: be curious and ask questions to learn when, where and how consumers wear their shoes. listen actively to confirm understanding.
Mi duda es con la palabra windows, se refiere a gaps? a fallas?

Desde ya muchas gracias!
Belén