How customer requirements should be met, and what does it mean to respond to customer requirements

To meet customer needs, here are eight principles to follow.

1。The principle of comprehensiveness.

For any consumer who has been included in the customer category, we must comprehensively define almost all of their needs, and fully grasp the intensity and satisfaction of customers' needs for various products in their lives. The reason why we need to have a comprehensive understanding is to make the needs of the customer's life completely reflected in front of you, and according to the customer's comprehensive needs to analyze their living habits, consumption preferences, purchasing power and other related factors, more importantly, this "general" understanding often confuses customers, portraying the classic image of salespeople caring about customers and caring for customers.

2。The principle of prominence.

Don't forget that the first priority of a seller is to sell products for the company and help customers meet their needs. Therefore, it is necessary to highlight the combination of products and customer needs, clearly define customer needs, and form a "unique name" for customer needs for this product at the necessary moment. If you are a salesperson of a bamboo recliner, you should try your best to let consumers form a unique understanding of the recliner and define a "need to improve living comfort" that no one else is aware of.

3。The principle of in-depth.

Communication must not be superficial, otherwise it can only be empty talk. The same is true for the definition of customer needs, the definition of customer needs is regarded as a simple desire to buy, or a simple purchase process is obviously limited, only a deep understanding of the customer's life, work, all aspects of communication, you will find his real demand for the same product. In other words, to clearly define the needs of the customer, it is essential to work in depth beforehand.

4。The principle of extensiveness.

The principle of extensiveness is not a requirement for the definition of a specific customer need, but requires salespeople to understand all the needs of customers in customer communication, learn to compare and analyze, and prepare their own relevant tools and persuasion methods differently.

The so-called business, the customer is God, try to meet the customer's requirements, but for those who are unreasonable and decent, we have the right to say no, business belongs to business, but at least to maintain their own self-esteem, if there is no basic self-esteem of being a person, even if it is a good business, being a person is actually a failure.

Don't expect your prospect to be the person to sign your deal with right away when they first meet with you, it often takes time to build up. Nowadays, people are generally very rational, when they really feel that they need to buy, you explain the benefits to them clearly, when the people around them or they suddenly feel that they really need to buy insurance, you have to make them think of you first, immediately communicate with you and sign a bill. Sales, strange visits, and acquaintances can all be your starting point in insurance.

The customer is God, the important thing is that the customer makes reasonable requirements, and we should try our best to meet the customer's requirements.

What can be done should be done well, and what cannot be done should be satisfied as much as possible.

If it is reasonable, of course it is to be satisfied. If it is unreasonable, how can it be satisfied!

Try to meet their reasonable needs.

It means to comply with the requests of the guests.

Salespeople are often confronted not with the needs of the customer, but with the customer's requirements. All clear and even quantifiable indicators proposed by customers, such as product specifications, models, technical parameters, quantities, amounts, etc., are not needs, but requirements.

Customer requirements are unstable and can change at any time, and changes often make salespeople scratch their heads, and even front-line procurement personnel are confused, and will only say that "the requirements of the leadership have changed". In fact, real decision-makers have goals in mind, and all kinds of requirements are put forward around this goal, and the goal to be achieved or the problem to be solved is the customer's demand.

There are several possibilities for the appearance of the Liang family:

1) The customer's needs have been clarified, and the salesperson only sees the requirements. The development of the customer's requirements has been done by competitors (the more complex the project, the less likely the customer is to figure it out on their own) and has been accepted by the customer.

But in most cases, customers will not contact only one business from beginning to end, therefore, in the case of a business with a tendency to excite, it will also pull some other business to chat, however, customers are not willing to spend too much time on these businessmen, so they will put forward some clear requirements, requiring business providers to provide solutions and choices for choice. For this kind of requirement, no matter how well you do, it is also a spare tire.

There is also a possibility that salespeople often start to contact people with low positions, and many times they don't see the real needs and only treat procurement as a specific task to complete. If you make orders at this level, it is difficult to become bigger and it is difficult to establish a competitive advantage.

2) The customer's needs are not clear, but the salesperson does not dig into the needs, but just revolves around the requirements, and both parties are distressed. For example, a client wants to ask us to do a course and gives a clear outline and modules. As you do this, you find that your clients are constantly adding new content to your course.

Obviously, it is a sales skills course, but also to add the content of mentality adjustment, to add the content of strategic analysis, and may be shown to the use of the department to add the content of the brand, the product, and finally make a four-like.

stuff. The customer's request is also reasonable, these contents are very important, why don't you add it.

If you don't add it, I'll find someone who is willing to add it.

The ways to meet customer needs mainly include high-quality services, excellent products, direct solutions, and so on.

1. High-quality service.

Improve service quality, provide customers with convenient, fast and accurate services, and reduce customer time, physical strength and expenses. That is, without increasing the cost of customers, so that customers can enjoy the service beyond the provisions of the customer key to eliminate the psychological expectations of the hungry households.

2. Excellent products.

An excellent product is the best way to attract customers, and the so-called iron also needs to be hard. Take the customer's needs as the best direction, and make products that meet the customer's wishes along the customer's needs is the best policy. At the same time, when making products, when making decisions, ask customers in time to enhance their expectations for products.

3. Direct solution.

Customer needs just want a solution, not other superfluous things, efficient and economical solutions are the best way to grasp customer needs, but also one of the best ways to improve reputation, or reflect the strength of the hard indicators.

Hierarchy of Needs:

According to Maslow's hierarchy of needs, the hierarchy of human needs from low to high is physiology, safety, socialization, self-esteem, and self-actualization, and the satisfaction of lower-level needs is the basis for realizing higher-level needs. The emergence and development of any socio-economic era is the product of the development of productive forces and the continuous escalation of human needs and their interaction.

Customer needs refer to the broad and in-depth understanding of the actual needs of customers, so as to help enterprises make the right decisions. Whether it is the economic downturn or the upswing, the survival and development of the enterprise should always be guided by customer needs, and only by taking the needs of customers as the guide and constantly improving the direction of business development can we win the favor of more consumers and improve customer satisfaction.

1.A customer wanted a feature that was completely impossible, but they insisted that it was a must-have. This may be because the customer doesn't understand the limitations of the technical capabilities, or their expectations are too high, but when you tell them they can't do it, they can be very frustrated and dissatisfied.

2.Your superiors ask you to complete a very complex task in a very short time, which can be said to be an impossible task. They may not be aware of the time and resource constraints, or they may simply want you to be able to complete the task, regardless of the time and resource constraints.

3.A client or leader asks you to provide statistics or analysis that are not realistic. This could be because your client or leader doesn't have a basic knowledge of statistics or data analysis, or they just want to see the results they expect.

4.You are required to complete a large project in a very short period of time, but do not provide sufficient resources or support. This need is completely beyond your capabilities, but you can't give up because your leader or client has already committed to the time for the project to be delivered.

5.Sometimes, customers or leaders will make very strange requests, such as asking you to design a very ugly interface, or asking you to add features that are completely unnecessary. This may be because they don't consider the importance of user experience or interface design, or because they just want to add some ideas of their own to the project.

No matter what kind of needs you encounter, as a staff member, you must try your best to meet the needs of customers or leaders while ensuring the best service quality. However, if these needs are contrary to practical possibilities or ethical requirements, we need to firmly explain the situation to our superiors or accompanying customers and provide appropriate solutions.

How do you treat your customers, do you have no bottom line to meet the other party's unreasonable sales requirements, or do you just go back?

Teacher Huashan said, "Don't try to meet all the needs of customers, the phrase "customers are God" ruin the IQ of many people. It's a minimum of common sense that no one can satisfy everyone. No company can try to meet everyone's needs, and a true strategist will upset some customers and even make them walk away.

You will do whatever the customer tells you to do, and you will die. ”

The customer's requirements are strange, some will be very reasonable, but some are unreasonable, and even scolding, don't they all say so, the customer abuses me thousands of times, I treat the customer like my first love, is to try to meet all the requirements of the customer, even if it is necessary to destroy the company's principles to meet the customer.

Do you think that's right?

In the past, I thought it was right to try my best to meet the customer's requirements, whether it was reasonable or unreasonable, I would try my best to coordinate the internal relationship to operate, and I thought that this would win the trust and gratitude of the customer.

After reading Mr. Huashan's words today, I empathize, because I blindly compromised, catering to the customer's behavior, did not let me get a longer cooperative relationship, nor did I get a more stable customer relationship, but internal colleagues, because they often have to make an exception to do something they are not willing to do, so they are even more complaining, once or twice there is no problem, but the number of times, no one will stand it, I am not pleasing inside and out.

So what should be done?

In the face of customers who cooperate very well, we must try our best to meet the requirements of the other party, because the cooperation is very good, the other party will rarely make excessive requests, and it is Wu Rent Fraud to abide by our rules very much, so that we work together to abide by a rule, the cooperative relationship is the most stable, but also the longest, there will be no one party to do things wronged, so we are very happy to cooperate.

In the face of poor cooperation with customers, it is necessary to stop loss in time, there may be various reasons for bad cooperation, fate has not arrived, no need to force, if you blindly cater to please, the other party feels that our level is limited, and the more you cater to, the other party will become more and more without a bottom line, so that the back is really going to die, and the cooperation is barely reached in time, it takes a lot of time and energy to spend a lot of time and energy on such customers, once there is a problem in the back, it is all troublesome.

Many people get the order of treating customers wrong, for customers who cooperate with us very well, they take it for granted, but they don't care about each other's service, they think that they can do anything, but they treat customers who don't cooperate well, and try their best to please, which is a disease that needs to be treated!

Teacher Huashan said: "Don't care about the bad cooperation, the sooner it ends, the sooner the stop is stopped." The good cooperation must be managed desperately! Hollowing out the mind and taking care of it is the way of heaven."