Inability to respond to any of the 'why'

Hi there,

I am totally enjoying your course. Great content and delivery!
My question: how would you address a situation where user / stakeholder are not able to articulate a coherent response to the first 'why'? Or the second? In short, what is your take when a user 'wants', but does not know what he/she 'needs' or understands the problem to be solved even with helping 'whys'?