How to explore customer needs, how to explore customer needs

1.The first thing is to understand the needs of the customer. First of all, through questions and other methods, accurately understand the customer's demand for the product, and then focus on the product introduction and publicity that the customer needs. Understanding the basic needs of customers is the first thing that salespeople need to clarify when they first contact with customers.

2.Gain customer information and dig deeper into potential needs. During the chat, the shopkeeper learned that the old lady ostensibly wanted to buy sour plums, but her potential need was to have a healthy big fat grandson, and the reason for the connection between her potential demand and the external demand was that "my daughter-in-law has recently been pregnant with a child, and she especially likes to eat sour plums", and in order to meet the potential demand, she is obedient to her daughter-in-law's requirements.

3.It is necessary to guide the needs of customers to their own strengths. In sales, who is the product expert, should be the salesperson, the product is the object they are in contact with every day, and their understanding of the advantages and disadvantages of their products is better than the understanding of customers.

Because many pregnant women buy fruit from him, they deal with these products every day. It's like the text we learned before, "The Oil Seller".

As it is said, practice makes perfect, and knowing which fruits contain more nutrients is the specialty of fruit salespeople.

Customers may not be able to make the right choice on how to realize their potential needs, which requires our sales staff to dig out the cause of the problem first, find out the internal needs through the external appearance, and then guide the customer needs to their own products. After the salesman understood the inner needs of the old lady by asking questions, he guided the purpose of this guidance to sell kiwifruit, and the benefits of the guidance were: "Nutrition during pregnancy is very crucial, not only to supplement more high protein."

I heard that if you eat more vitamin-rich fruits, the baby will be smarter" This guidance is logical, and the purpose of expanding sales is naturally achieved.

Introduction to Telemarketing 4 - How to explore customer needs.

Summary. The first is to understand your own job attributes. For different positions, there are different service objects. Different service objects have different performance and needs, and there are usually more detailed regulations on their own job attributes.

The first is to understand your own job attributes. For different positions, there are different seepage stove-like services to do the image of the slippery shout. Different service objects have different performance and needs, and there are usually more detailed regulations on the job attributes of their own information and balance.

Second, take the initiative to communicate and communicate with customers. Sometimes, the needs and real thoughts of many customers are spine erected in the communication and ditch cherry blossom chase, and it is necessary to pay attention to the observation and analysis of friends when communicating with customers.

Third, do part of the questionnaire. If you want to understand the real needs of customers, you have to rely on data to say anything. Surveys will allow you to get more data, but also help you get the results you want, and analyze customer needs from data.

Fourth, conduct research in the form of **. Some of the time to understand your customers' needs requires more data. The questionnaire is limited to the late thread removal, so you may wish to use the Internet to conduct research.

Fifth, make friends with customers. If you become friends with customers, you can cover the needs of customers and market needs for their preferences and real thoughts. Sixth, by simulation.

Treat yourself as a customer, use empathy to understand the needs of customers, think about the possible feelings and ideas of customers, and develop products and services that are more in line with the market. Old Vertical Bridge.

<>< 4 ways to dig deeper into your customers' needs.

1.Question-based questions.

Finding pain pointsPain point questioning, in short, is to ask pain point questions to make customers realize the tension of their own questions. Sales should start from the pain points, so that customers can see their own pain points, including past pain and future pain points.

You've also chosen other products before, so why don't you use them again? This sentence can dig out the reasons such as high price, poor service, and poor effect. "What are your biggest concerns about choosing skin products?

The other party may say: "I'm ** oily, I'm worried that what I bought is not what I bought for me." "These are the pain points of customers, knowing this, is it easier to close the deal?

Be sure to use the method of asking questions to let the customers themselves say their pain points, which is more conducive to your transaction.

2.State-based questioning.

Understanding the basic situation of the other person, such as the situation and background, is also called diagnostic questioning.

For example, what kind of food did you eat before you found out that Ya Huang, did you do any ** protection later, and what was the effect? If you ask like this, then she will come one by one, and knowing this, then you will know what the customer is worried about. When it is difficult for anyone to make a deal with someone they don't know, so the transaction should start with asking.

State-based questioning is to really find the customer's needs by interfering with some questions related to the customer's needs. We have to find each other's topic in three or five sentences, and get to know the customer's state and the basic environment such as the scenery.

3.Transactional questions.

When you understand the customer's situation, find the pain points of the customers who infiltrate the Tong household, and magnify the pain, you can basically close the deal through the transactional questions. "I can help you with all of the above, would you like to give it a try?" "Behind you through the expertise to guide your products and services.

4.Suggestive questioning amplifies pain.

When the customer's pain points are found through question-based questions, it is necessary to magnify his pain and make the other party feel that it is a loss not to buy. By asking questions by suggestion, customers will understand their current urgent need for products, and if they ask a few more times, the customer will be defeated by themselves. After asking questions in the representation, the customer will be more deeply clear to the urgent needs of the product to deal with, if you ask more frequently, the customer will be urgent, and then it happens that you can help him handle it, and he will be willing to follow you.

1.Find the target customers as well as potential customers that the company needs.

2.Having enough target customers and potential customers is a prerequisite for insight into customer needs, so companies must vigorously develop target customers and potential customers.

3.Know the basics of your customers.

4.If we want to understand customer needs, we need to start with the basic information of customers, and only when we have a full understanding of customers can we know what customers want.

5.Communicating with our customers ensures that we understand the correctness of the information.

6.Ensuring the accuracy of what we know about our customers is key to accurately understanding our customers' needs.

7.Therefore, it is important to ensure that the information we know is correct.

8.Categorize customers with different needs based on what they know.

9.Grouping customers with the same needs can help improve the accuracy of our insights into customer needs.

10.Conduct in-depth analysis of customers with the same needs.

11.After conducting an in-depth analysis of customers with the same needs, it can help us find the commonalities of customers with such needs, which is conducive to our later development.

12.Select some customers to understand their real needs and ensure the accuracy of the analyzed needs.

13.The analyzed requirements sometimes have many problems that are different from the actual requirements.

14.Therefore, we need to understand the actual needs in a timely manner and ensure the accuracy of the analyzed requirements.

First of all, I think we should start with ourselves to change our thinking in order to understand the thinking and needs of our customers. Break the inertial thinking, from the product thinking from its own to the user's thinking from the customer's perspective. Learn how to put yourself in the customer's shoes, build empathy with the customer, and collect and record interviews to extract user insights.

Second, creativity and innovation are key factors in translating market and customer needs into sustainable product solutions quickly and flexibly. However, I personally think that a certain amount of training and practice is still needed to produce personal innovation. At first, I didn't think that using design thinking could have anything to do with our products and meet customer needs, but after learning, I really changed my perspective to look at the problem from another perspective and refreshed my understanding of business innovation.

The third point is that in ordinary work, you can consciously and systematically categorize, structure and screen some of your own ideas. I use a memo every day to write down my ideas and good ideas, and I take stock and summarize them once a week, so that I can use them immediately when I need them in the future.

There is a proverb called "The cow does not drink water and presses its head", which means to force someone to do something. Of course, this can't be done, but we can find a way to get the cows to drink on their own initiative:

First, let the cow out for exercise, after sweating during exercise, the cow will naturally drink water to replenish the water in the body.

Second, put a little salt in the cow forage, and the cow will naturally produce hunger and thirst after eating grass, and if you are hungry and thirsty, you will have the need to drink water. It can be seen that in order for people to take the initiative to do something, they must create a certain demand for him.

People also have psychological needs when they buy things, and those who engage in sales are to make people's needs obvious and show them, so that they play a role in sales. It's like having a wall clock in our house, if the clock is crooked, what is your first reaction? I think the vast majority of people would say:

Go straighten it. ”

And I don't need to be reminded by others, and I will do it right away. Why not? Because this is their own home, things are crooked and uncomfortable to look at.

This tells us a truth: if there is a correct image in people's hearts, if there is a contrast with reality, it is crooked, and there will be cognitive disharmony, then people will feel a kind of pressure, a sense of unease, and even a kind of motivation to correct it.

Moreover, this motivation is self-initiated and self-responsible. That's how sales works, and when people's status quo is crooked, we have to give them a new and correct image.

Otherwise, if the customer doesn't have the right image in his mind, when it's crooked, he will think that I'm quite normal. But when you set up a new image for him, and the establishment is relatively clear, the customer will like the new and hate the old, and begin to be dissatisfied with the old. When the client feels that he has a new solution, he must change the old situation.

He will automatically search and correct until he matches the image you set up for him, and then he will be satisfied, so that the customer has achieved your deal.

Sales is about learning a little bit of psychological theory. When the customer's image is crooked, when his current situation is not good, he may be patient and compromised, so our sales work is to establish a new image for him.

A person who is good at painting new images and portraying the vision in the customer's mind will be able to make the business happen. In reality, why are off-plan properties better than existing ones? Because sales is selling the future, a good salesperson, the beautiful vision depicted, is often far better than the real existing house.

Since there is such a law in human nature as "pursuing happiness and avoiding pain", when we build a new image for our customers, we must "say enough about the benefits and explain the pain thoroughly", so that half of the transaction has been realized.