I read this book: Risto Havunen - Uusi näkökulma asiakkaaseen ("A new point of view to customer")
This book didn't tell as much about customer as I wished. It's more about how to do business with customer; what are usually faced situations at sales negotiation and how to get through them without failing.
My job was to figure out some insights about customer. This far we don't know what is our final task so here is something that I found out and hope it helps us!
- When trying to sell something, always prepare youself and you notes well.
- Remeber that customer probably doesn't think just the way you do.
- You might appreciate different values than you do.
- Always look like a salesman is expected. Otherwise it will take too much attention out of the sales themselves.
- What a customer values most are: expertice (21%), seller understands buyer needs (15%), well prepared seller (13%), compromise (13%), the abality to listen (12%) and others.
- Customer is not buying bacause the product. He has a problem and he wants solution.
- It matters how you act.
- Be ready to listen! Make questions. Find out what is customer's actual problem.
- Focus on situation. Don't think what to tell next.
- Make sure that customer has enough information about your company.
These are some keys to better inteaction with customer. When someone is more into negotiation, is this quit good book for you. It got's bacis and tells you how to avoid them.
Minna
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