Needs and expectations – the difference
In simple terms, needs are desires that a person must satisfy in order to function properly or solve a problem. Expectations, on the other hand, are something that customers expect from a country code +502, guatemala phone numbers store, service, or product. The former are divided into many different groups, e.g. rational and emotional, overt and hidden, etc. In each case, the lack of satisfaction of a need is associated with a feeling of greater or lesser discomfort, and in extreme cases (superior needs) it prevents normal functioning. Expectations are more of a result of certain trends and consumer habits. Failure to meet them may result in customer dissatisfaction and loss of loyalty.
Let's see this with an example: on a hot day, a person wants to buy water to quench their thirst and expects to be able to choose water from the fridge in a small bottle. Without such a choice, they will of course buy the water that is available, because they need to satisfy their need for a drink. On the other hand, they will certainly be disappointed by the lack of the possibility to buy a convenient option, which in turn will affect the overall evaluation of the store. Therefore, when creating a store or a new offer, you need to know the answers to two questions: "What does your customer need?" and "What does your customer expect?".
Types of customer needs
When we think about the division of needs, we usually imagine Maslow's pyramid. This is of course a correct and justified approach, but it is not worth limiting yourself to just these categories. That is why we will discuss 3 other divisions of potential consumers' needs that a good salesperson must be aware of:
