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How to tap customer needs?

2019-07-25

In specific marketing practices, what methods should managers or shop employees use to mine customer needs?


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1. Inquiry method

There are three principles to follow when asking:

(1) Don't just ask

Inexperienced managers or shop assistants often make a mistake by asking too many customers about some less important issues or constantly asking questions, so that customers feel kind of being surveyed, and thus dislike the operators or clerk. to be frank.

(2) product tips to alternate with the inquiry

Because commodity tips and inquiries are like the two wheels of a bicycle, which together promote sales, operators or shop assistants can use this method to explore little by little, and they can certainly grasp the real needs of customers.

(3) Questioning should be gradual

The manager or clerk can start with simpler questions, and then observe and judge through the customer's expressions and answers whether there is a need to selectively raise some in-depth issues. As the example above, gradually reduce from the general discussion to the core of the purchase. When asked about the more sensitive questioning, the operator or the clerk could slightly shift his gaze and observe the customer's expression and reaction with ease.


2. Product recommendation method

By recommending one or two items to the customer and watching the customer's reaction, one can understand the customer's wishes. The operator or clerk must carefully observe the customer's behavior, coupled with appropriate inquiries and recommendations, will quickly grasp the needs of customers.


3. Listening

"Like to say, don't like to listen" is one of the weaknesses of human nature, listen - listen to customers intently, absolutely nothing wrong, only by listening to the needs of customers in order to better serve them, so that customers willingly "pay out."

How to listen to it?

a. Focus on energy.

Listening to people to speak is also a science. When customers speak too quickly or do not match the facts, the manager or clerk must not be absent-minded, not to show an impatient expression. Because once the customer is made aware that the operator or the clerk does not concentrate on listening to his speech, the manager or the clerk will lose the trust of the customer and cause the sales to fail.

b. Don't listen to it and ask questions properly.

When a customer speaks, in principle, the operator or the clerk must have patience. No matter whether he likes to listen or listens, he should not interrupt the other person. However, it is more effective to ask the question at a proper time rather than just standing or saying without a word. A good listener is neither afraid of acknowledging his ignorance nor is he afraid of asking questions to customers because he knows that doing so will not only help the customer to understand his ideas, but will also make the conversation more concrete and lively. In order to encourage customers to speak, managers or shop assistants should not only use their eyes to encourage customers, but should also nod their heads from time to time to express their approval. For example: "I understand what you mean", "You mean...", "This is a good idea", or simply say "yes", "nice" and so on.

c. Be sure to hear the customer's needs.

When customers purchase goods, they often put forward some opinions or questions. Operators or shop assistants must let customers' opinions be published to understand the needs, solve the problems, and eliminate problems. Before managers or clerk learns the real needs of customers, they need to find out the topic and let the customer keep talking. This not only avoids the misunderstanding of the linguistic language, but also the operator or the clerk can read the content from the customer. Listen to the real needs of the tone, expression, and body movements.



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