RESUMO
OBJECTIVE:To give advice for drugstores on how to meet customers' demands effectively and build core competitive power in China.METHODS:The characteristics of customers' demands were put forward from customers' point of view.The factors influencing customers' demands were analyzed as well.RESULTS&CONCLUSIONS:Customers' demands in drugstores are characterized by passivity,compulsion,urgency,target-orientation etc;customers' demands are influenced by price,income,time variation and customers' personalities;only if drugstores are aware of the characteristics of customers' demands and bring controllable factors influencing customers' demands under control can they achieve the dual goals of establishing core competitive power meanwhile satisfying customers' demands.