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1、Customer needs and wants analysis,Members:薛文娟 朱 虹,Contents,Customer behavior analysis-why we need to know customer needs.Customer wants classification-which are the differences between different customs needsUnderstand customer demands strategy-how to judge and know the customers demands,-why we nee
2、d to know customer needs,Different people have different needs,so it is important for the businesses to know the customer demands.From these demands,the businesses could try to attract people from various ways.,-why we need to know customer needs,L1 Meet needs,L2Discover and excavate demands,L3Guide
3、 and affect the products and customer needs,High,Our value,Low,Value of customer,High,Pyramid brand structure of LOREAL PARIS,HRLancome,Biotherm Kiehls,LOREAL PARIS YUE-SAI Garnier Mininurse,The general rule of the customers purchasing behavior,Marketing stimulationProduct Price LocationPromotion,Ex
4、ternal stimulationEconomicalTechnicalPoliticalCultural,PurchasingcharacteristicsCultureSocietyIndividualPsychology,Buyers decision-making processQuestion recognizationInformation collectionScheme evaluationScheme decisionAfter-sales behavior,Buyers decisionProducts selectionBrand selectionDealer sel
5、ectionTime to buyPurchaseing quantity,Customer wants classification,Notion Customer wants is peoples desire and requirement of purchasing products and service,which is used to meet the needs of individual or family.,Customer wants classification,The characteristics of customer requirements,universal
6、ity,decentrality,complexity,mutability,expansibility,emotionality,elasticity,substitutability,region,seasonality,hierarchy,Customer wants classification,Obviousrequirements,Potential requirements,Customer wants classification,Obvious requirements,Potential requirements,Not clear demand,Attention to
7、solutions,Dissatisfaction,some inconvenience,Know nothing,Understand customer demands strategy,How to know customer demandsFrom customers dress,behavior and their conversation,etc.Judge a book by its cover not desirable,but can be used as the basis for judgment.,Understand customer demands strategy,
8、For salers,how to know customer demandSales should be active to ask the customers demand.In daily life,customers often focus on useing,function,price etc.it needs the sales flexible grasp.,Understand customer demands strategy,Do not interrupt your customersIf their words are not clear,please let customers speak againTry to remember words of customersConfirm the customers demands,Understand customer demands strategy,For priceIn Initial stageIn later stage,THANK YOU!,
