Ch 1: Understanding Customer Needs

About This Chapter

The key to offering your customers the best products and services possible is grasping their complex needs. The short videos in this chapter can help your employees understand how to identify and support your customers' needs.

Understanding Customer Needs - Chapter Summary

Give your employees access to quality video lessons that can help them grasp the needs of your customers. After reviewing the lessons, they will better comprehend:

  • The different types of customer needs and reasons these needs change
  • Why it's important to understand the marketplace and customer needs
  • How product complexity and customer involvement can impact the customer's need for support

Simplify your corporate training sessions by showing the video lessons to employees in groups. You can have them discuss their understanding of customer needs afterward. Short quizzes and a chapter exam are available to reinforce concepts learned in the lessons.

How It Helps

  • Creates awareness: The lessons can make your employees aware of customer needs and examine ways in which they can play a role in meeting those needs.
  • Strengthens customer relationships: As employees learn about the complexity of customer needs, including characteristics that impact those needs, they can work to improve their interactions with the public.
  • Improves your business: This chapter provides insight into marketplace concepts your company can use to better understand and address customer needs, then improve your products and services with them in mind.

Skills Covered

Completing this chapter will ensure your employees are able to:

  • List different types of customer needs and discuss how they can change according to a customer's characteristics
  • Identify five core marketplace characteristics that include needs, market offerings and value
  • Explain why the customer's need for support is impacted by the complexity of a product and their degree of involvement when making a purchase
  • Discuss how product classification can alter expectations for customer service and after-sales support

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Performing a Customer Needs Analysis course