Chapter 3 Identifying Customers Section 1 Customer Needs

Summary. Hello, glad to answer for you. The best way to identify a customer's needs is to ask them in person, usually in person.

Hello, glad to answer for you. The best way to identify a customer's needs is to ask them in person, usually in person.

Talking in person is most effective and can be done using these methods:1Rhetorical questions use the customer's self-deprecation to determine the customer's true needs.

For example, the customer thinks that our after-sales service is not good, then you can use the customer's question to confirm the real needs of the customer, and you can ask the customer what do you think is the after-sales service? If the customer says the demand at this time, it is really the demand.

2.Assuming that the customer department thinks that our after-sales service is not good, we can use this problem to dig deep into the real needs of customers. You can say, if we can provide better after-sales service, will you buy our products liquid inspection?

If yes, then the main problem is this. Just figure out how to solve this problem.

3.Although the customer raised a lot of objections that seemed to care about the product, the real idea may be "I'm tired of listening to your set of rhetoric, anyway, I don't plan to buy it, so I can do it casually and make a delay." In this case, if the salesperson believes that it is really difficult to do the group, then the salesperson should try to elicit the customer's sincere words.

Bikuan Crack can directly ask the customer: "Is it because your company has been short of funds recently, and there is a certain pressure to buy these faction equipment?" "If you can get the customer to speak the truth and understand the reason, you can hopefully move on to the deal.

4.The transformation method hides our weaknesses and uses our strengths to solve the problem of the guest cherry brothers. For example, if the customer questions the after-sales service of our products, then we can tease the customers and say that the quality of our products is the best in the industry, and the complaints about the products are the lowest in the industry.

Do you want the quality of the product, or do you want the after-sales of the product?

5.If a customer doubts the performance or quality of our products, we are not able to satisfy the customer. Then we can come up with a national certification report or our customer case to corroborate.

If this is not convincing to the customer, then it means that the customer's needs are different.

1. Principles for defining customer information.

1. Define the scope of information according to your own needs.

a. There are big differences between different industries.

b. In the same industry, the scale of the enterprise is different.

c. Different enterprises have different strategic orientations.

2. Determine the scope of information according to the characteristics of customers.

a. The customer life cycle is different, and the characteristics are different.

2. The type of information between individual customers and organizational customers.

1. Individual customers.

a. Basic information.

A1. Basic information of individual customers: name, gender, age, personality, blood type, fax, address, etc.

a2. Personal customer family information: marital status, spouse's name, birthday, personality and hobbies; whether there are children, their names, ages, birthdays, and educational status; Whether or not you live with your parents, etc.

A3. Career information of individual customers: employment situation, name of the employer, lack of excitement in the workplace, position, tenure time, income, reason for resignation, etc., and planning for future career development.

b. Mental and attitudinal information.

b1. Information on the motivation of individual customers to purchase.

b2. Information on the personality of individual customers.

B3. Information on the way customers speak.

b4. Information about individual customer beliefs and attitudes.

c. Behavioral information.

C1. The frequency, type, amount, and channel of individual customers' purchases (corresponding to the industry).

2. Corporate customers.

b. Business status: sales ability, sales performance, development potential and advantages, existing problems, etc.

c. Transaction status: trading conditions, credit rating of the organization's customers, closeness of the relationship with the customer, and the willingness of the organization's customers to cooperate.

d. Information of the person in charge: including the age, personality, and interests of the senior managers and purchasing managers of the organization's customers.

Which of the following is important in customer relationship management to understand customer needs? (+Select one: +a.)+ Boost.

Hello, according to your description of the rules, which is an important part of customer relationship management to understand customer needs, mainly to improve communication skills is an important part of solving customer needs, for many customer sales, only with customers to understand more, only to know what they want. I hope the reply will help you a little, and if you still have any questions, you are welcome to continue to ask questions, thank you.