Lecture on Misconceptions, Doubts, Limitations & Indifference

Misconceptions, doubts, limitations, and indifference are factors that affect how customers perceive and use a product. Misconception occurs when customers have incorrect information about the product's use. Doubts arise when customers are unsure if the product will deliver promised benefits. Limitations occur when the product cannot meet a customer's specific needs. Indifference happens when customers see no reason to use the product. Understanding and categorizing these challenges helps in addressing customer questions and concerns. So students, earlier we mentioned misconceptions, doubts, limitations, and indifferences. Now, these are factors that will assist in you answering questions and concerns. So what exactly is misconception? Misconception is when the customer believes something about when, why, and how to use your product is not true. Because of missing or incorrect information, the customer believes that your product cannot satisfy his or her particular need when really it can. Misconceptions can also result from competitors sharing inaccurate information about your brand. Then there is the doubt. Sometimes this occurs when the customer does not believe the information you have presented on when, why, and how to use your brand. A customer expressing doubt is generally seeking reassurance that your brand or your product will provide the exact benefits you promised. Doubts are characterized by statements such as, I find it hard to believe, and I don't think your brand really works. Now, there is also limitations. And this is when the customer has a valid reason for not selecting your brand. The customer has voiced a limitation when he or she raises a need that your brand is unable to meet. And then last but not least, when there is indifference. This occurs when the customer feels he or she has no apparent need for your brand. So they will ask, why should I use your brand? And if this has not been sufficiently answered to the customer, there is indifference. And indifference is one of the most difficult challenges to manage with customers, primarily because of their lack of interest in engaging the product dialogue. So let's remember, once you have sufficiently proved to gain a better understanding of a question or concern and characterized it or categorized it into one of the above, which is misconception, indifference, limitation, or doubt, then you are prepared to address these challenges of answering questions and concerns. Thank you for watching.