Broad and in-depth understanding of customers' actual needs
Customer demand refers to a broad and in-depth understanding of the actual needs of customers to help enterprises make correct decisions.Whether it iseconomic downturn Still rising, the survival and development of enterprises should always be customer demand oriented, and only by taking customer demand as the guide and constantly improving the development direction of business, can we win more consumers' favor and improveCustomer satisfaction。[1]
The implied demand is the customer's statement of difficulties, difficulties and dissatisfaction, and the explicit demand is the customer's specific statement of difficulties, difficulties and dissatisfaction.
Research customer needs
1. First, define a clear customer base
Only a clear customer base
So that we can study it well
2. Learn to describe products in customer's language
3. Learn to understand the multiple identities of customers
4. Understand customers' values
5. Understand the deep psychological needs behind customer needs
6. Experience like customers and perceive their life world like customers
(1) Look like customers (look at products with the same mentality as customers)
(2) Use like a customer (turn yourself into a person who has never used the product, then look at the good and bad of the product, the ease of use, and record the feeling and efficiency of using the product)
(3) Think like a customer (look at your products from the customer's point of view, and if you are a customer, how many points will you give to your own products)
To experience the customer's life world, rather thanobjective world。Only in this way can we see what people say like experienced sales.
Know the customer
Announce
edit
1、 Understand customer needs by asking questions
To understand the needs of customers, asking questions is the most direct, simple and effective way. By asking questions, we can accurately and effectively understand the real needs of customers and provide them with the services they need. In practical application, the following questions can be provided for everyone to choose and use flexibly:
(1) Questioning questions: A straightforward, clear point of view question can enable the customer to detail what you do not know.For example, you can ask: "Miss, what happened when you opened the computer?" This is often forcustomer serviceThis is the first question to ask, and you can get more details by asking this question.
（2）Closed questions: Closed questions ask the customer to answer "yes" or "no" in order to confirm a certain fact.Customers' opinions, hopes or reflections, and asking such questions can quickly find out the problem and the crux of the problem.For example, "Miss, when the computer has a problem, do you want it to be on or off?" This question asks the customer to answer "on" or "off".If you don't get the answer, you should continue to ask some other questions to confirm the problem.
(3) Understanding the identity of the other party: At the beginning of the conversation with the customer, you can ask some questions about the identity of the customer.For example, the other party's name, account numberphone number, work unit, job title, etc., in order to obtain the information needed to solve the problem.
(4) Descriptive questions: ask the customer to describe the situation and talk about his views, which is conducive to understanding the customer's interests and problems.
(5) Clarification question: ask at an appropriate time to clarify the customer's questions and understand the customer's needs.
(6) Targeted questions: for example, ask customers whether they are satisfied with the service provided, which is conducive to reminding customers to patronize again.
(7) Ask other required questions: at the end of communication with customers, you can alsoAsk himWhat services are needed.For example, "Sir, is there anything else we can do for you?" By actively asking customers about their needs, customers will be easier to remember you and your company.
2、 Understand customer needs by listening to customer conversations
When communicating with customers, we must concentrate on listening carefully to their answers, try our best to understand what the other side says, what the other side is thinking, what the other side needs, and learn as much as possible about the other side, so as to provide customers with satisfactory services.
In a word, by properly asking questions, listening attentively, and observing their nonverbal behaviors, we can understand customers' needs and ideas, and better serve them.[2]
