Understanding What Customers Want

Three Tips to Understand Your Customers

If we could understand what every customer is thinking, we’d be selling left and right. Of course, it’s very rare that a customer tells us how they’re feeling. With the constant bombardment of advertising and everyone wanting them to buy, customers are a lot less trusting and require more time and effort to convince to buy.

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Understanding what drives an individual to want to buy is a key factor in selling today. If you don’t get lucky with that customer who willingly tells you their wants, needs, and concerns for your product/service, it means you must figure it out on your own. Knowing how to figure out a client’s wants, needs, and concerns and use it to your advantage is something every good salesperson understands how to do.

Here are three ways to understand what potential customers are thinking.

Be the guinea pig

Go through the customer experience process. Follow the paths they would take on the route to buying from you. Act as though this is your first time coming across the product and note what value you receive. What key information do you take in, is there something not mentioned that you can note in your sales pitch or a key factor you can build off of? It’s important to understand the process and information the customer is taking in before they reach you. This way more value is being added to your product instead of just highlighting what the customer already knows. The more value you can add, the more likely a customer is to buy.

Learn as much as you can about your client’s job and life

It’s important to focus specifically on those who will be using your product/service. Learning about your customer’s job or life often helps bring to light key factors your customer wouldn’t think of if asked what they wanted from the product. The more you know about a customer, the better you can pick out key things the customer would enjoy. This tactic takes more time and empathy from the salesperson, but the more personal you can get, the more likely a customer is to buy from you specifically.

Understand what customers want

Personalized service, consistent answers, and optimized user experience.

Personalized service. Customers don’t want to be treated like a case number. As you want to learn as much as you can about your client, you also want to create an experience that’s personalized to them. Work with the client to figure out the best package for them, making sure to pay attention to their needs and wants. Giving them an experience different than the usual sales pitch will get them much closer to buying.

Consistent Answers. Seventy-six percent of customers receive conflicting answers from different support agents when asking the same questions. Make sure your sales team is on the same page. Consistent answers throughout the buying process will increase the likelihood of completing a purchase more so than receiving different answers to the same question. It shows you have your stuff together and that a customer can rely on each representative to give a good deal.

Optimized user experience. User experience is a huge factor in choosing to buy. Non-responsive and hard-to-use websites turn people away. Make sure your website is user-friendly through the navigation, homepage, and cart checkout. You want to make it a fun, easy experience. Aside from online experience, you also want to make sure customer support services are optimized. Using quality sales skills, salespeople can make for a troublesome user experience, one that will keep customers coming back.

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