際際滷

際際滷Share a Scribd company logo
Type of customer's needs
STATED NEEDS
REAL NEEDS
UNSTATED NEEDS
DELIGHT NEEDS
SECRET NEEDS
STATED NEEDS
What customers ask for
I NEED A CAR
REAL NEED
What stated need actually covers
Good mileage, low maintaining cost etc
UNSTATED NEED
What the customers expect but do not ask for
GOOD AFTER SALE SERVICES
DELIGHT NEEDS
That are not asked or expected but would
delight, if they get
Something Extra: Free Insurance, music system
etc
SECRET NEEDS
Needs that customers do not express
To show off or to fit in a group
Type of customer's needs

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