Type of customer's needs
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The document outlines different types of customer needs: stated needs are what customers explicitly ask for, real needs cover what stated needs actually represent, unstated needs are what customers expect but do not request, delight needs would please customers if provided unexpectedly, and secret needs are those customers do not express.
Type of customer's needs
- 2. STATED NEEDS REAL NEEDS UNSTATED NEEDS DELIGHT NEEDS SECRET NEEDS
- 3. STATED NEEDS What customers ask for I NEED A CAR
- 4. REAL NEED What stated need actually covers Good mileage, low maintaining cost etc
- 5. UNSTATED NEED What the customers expect but do not ask for GOOD AFTER SALE SERVICES
- 6. DELIGHT NEEDS That are not asked or expected but would delight, if they get Something Extra: Free Insurance, music system etc
- 7. SECRET NEEDS Needs that customers do not express To show off or to fit in a group