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Lavanya Navet
The Safejob Expert
Asked a question 8 months ago

What is your customer’s decision making process?

Where am I?

In Safejob Community you can ask and answer questions and share your experience with others!

One of the most important customer details you’ll need to know is how your customer approaches their decision making. This will help you construct your sales pitch, and is something worth knowing for when you plan on making a sale. Tailoring your approach to best suit their internal processes will not only be appreciated, but will also give you a better chance of closing the deal.

Your CRM system can’t gather this information, so don’t bother looking for it. Something as detailed and precise as this will need to be coaxed out of the customer using nurturing and continuous interaction. Once you have obtained the information you need, you can add it to your records, and update them should the customer’s process ever change.

5 steps of the customer decision making process

  1. Problem recognition: Recognizes the need for a service or product
  2. Information search: Gathers information
  3. Alternatives evaluation: Weighs choices against comparable alternatives
  4. Purchase decision: Makes actual purchase
  5. Post-purchase evaluation: Reflects on the purchase they made