Question

Define problem recognition. How is this process like translating text from one language into another? What role does “probing” play in this process?

Answer 1

Problem recognition :-

Problem recognition is when a customer identify a considerable difference between what he wants to purchase and realization of the actual product. It directly impacts the buying decision of the customer.

Process of buying decision :-

The process of consumer problem recognition is different than that of translating text from one language into another. These are :-

1. Problem recognition :-

Organization determine customer's demands and needs. So according to that criteria companies can make products so that customers will be satisfied as there will be less problem recognization.

2. Searching of information :-

Organization searches information through recomendation, search engines or from other sources. Companies have to understand what cam satisfy a customer, because it is not good for the company if a customer regret buying product from that company.

3. Evaluation :-

This is the step where customers have to choose a product for themselves among all the other alternatives. Their choice may vary according to their personal preference, thinking, price, aesthetics, quality etc. Customers have to think whether that product can satisfy or fulfill their need or not.

4. Purchase of products :-

As customers have already chosen their product in the last step, its time for the purchase. Organizations have to guide their customers where they can find products. Some times it is seen that the decision of purchase made by the customers has some emotional connections with the products.

5. Post-purchase satisfaction :-

Customers needs to get satisfied after buying a product. They should not think otherwise or regret for the decision. Exactly this review is need to be viewed by the organization that whether the customers are less satisfied, satisfied or more than satisfied with the product.This way they can also get customer loyalty.

Probing :-

Probing means indirectly or slightly in a different way asking questions to the customers which they may not want other people to know.

This way sales person can get an idea about the customer's personal preferences. Organization, with that data can improve their products according to the preference of the customers. When customers gets products which satisfies their needs then automatically customers become brand ambassador of that organization.

There are different types of probing questions such as open-ended questions, close-ended questions, trial questions, discovery questions, targeted questions, broad questions etc.

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