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Forum: Idea Exchange
Topic: Customer Needs And Requirements
Topic Posted by: Ron Pease (rpeas@aol.com )Organization:
Date Posted: Mon Feb 28 18:20:54 EST 2000
Topic Description: Lists of the general needs and requirements of customers and suggestions on how to go about discovering them.
Original Message:
Posted by: Ron Pease
(rpeas@aol.com
)
Date posted: Mon Feb 28 21:52:17 EST 2000
Subject: Customer Needs And Requirements
Message:
Does anyone have a list of customer's needs and requirements?
Previous reply
Reply:
Subject: Determining Customer Needs
Reply Posted by: Michael Hargrove
(mhargrove@bluinc.com
)
Organization: My Success Company
Date Posted: Sat Mar 4 22:36:38 EST 2000
Message:
Boy, Ron, this subject could take a book to completely explore. Chris' suggestions were great, as usual. He or she (I guess we still don't know) is a regular contributor to these discussions and we greatly appreciate Chris' input.
Here are some of the more common questions sales people tell us they ask their customers:
Were you looking for new or previously owned?
Did you want a four door or a two door? Pickup or SUV? etc.
Did you want it fully equipped or just basic transportation?
Did you want an automatic or a manual transmission?
Do you like light colours or dark colours?
Will you be selling your current car to the dealership?
Are you still making payments or do you have the title?
Did you buy it new or previously owned?
Who's going to drive this car, you or someone else?
Is it used mainly for business or pleasure?
What kind of miles, city or highway?
Is our store closer to your home or your work?
How many miles do you drive per year?
How long do you normally keep your cars?
What is it about the new ________ that interests you?
How did you hear about our dealership?
What colours do you hate?
What do you like about your current car?
What don't you like about your current car?
What kind of luck did you have with service?
How many people will your new car have to carry?
As far as their REAL wants and needs...two of the most basic of all human needs are to be valued and understood. Please remember, that when we are in the needs determination stage of the transaction, what we are really selling is ourselves. When we demonstrate to our customer that we have a genuine interest in them and their needs, we pace their need to be valued and understood. We need to let them talk twice as much as we do at this stage in particular. We should encourage them to talk about themselves too. Not only so we can best match our product with their needs but so we can also give them a chance to feel comfortable.
There is an article on the skill of active listening in the Articles section of this site. You may want to read it too.
It's titled The Two Things Every Customer Wants From Us.
Good luck and good selling!
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