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THE SALE OF SERVICES - Coggle Diagram
THE SALE OF SERVICES
SURVEYS
DESING
RESULTS´ ANALISYS
GOALS
TECHNIQUES
CUSTOMERS SURVEYS
GROUP SESSIONS
PRIVATE INTERVIEWS
MARKET RESEARCH
HIDDEN CLIENT
CUSTOMERS DASHBOARDS
PHASES
CHOOSE WHERE IT WILL TAKE PLACE
CHOOSE THE MOMENT AND THE DURATION
SELECT A REPRESENTATIVA SAMPLE
QUANTIFY THE RESULTS
DEFINE DE POPULATION
TRANSLATE THE RESULTS
PRODUCE THE QUESTIONNARIE
GUIDELINES
AVOID COMPLEX QUESTIONS
UNSE CLOSED QUESTIONS
USE SIMPLE AND ACCURATE LANGUAGE
CLARIFY THE ANSWER ALTERNATIVES
PLAN THE CHOICE OF QUESTIONS AND FORMAT IN ADVANCE
INFORM RESPONDETS ABOUT THE PURPOSE OF THE SURVEYS
START WITH CLEAR QUESTIONS TO MOTIVATE THE RESPONDENT
PROCESS THE INFORMATION TO OBTAIN CONCLUSIONS
DEFINE WHAT YOU WANT TO KNOW ABOUT CUSTOMERS
ORGANIZE THE CONCLUSIONS IN A SWOT ANALYSIS
STRATEGY
ASPECTS
PERISHABLE CHARACTER
INTANGIBLE NATURE
OBLIGATIONS
THE TERMS
TARGET MARKET SEGMENT OF DEMAND
SERVICES SALES OBJETIVES
SPECIFIC TERM
MEASURABLE
ACHIEVABLE CHALLENGE
SALES ARGUMENT
TYPES
PRIVATE
PUBLIC
FEATURES
THE ADMINISTRATION CANNOT SELECT ITS CLIENTS
TRANSPARENTS MANAGEMENT
OBLIGATIONS OF ADMINISTRATION TO GUARANTEE THE SERVICE
GUARANTEED BUBGET
LEGAL RIGIDITY
DECISIONS TAKEN BY CHARTERED BODIES
THE SERVICES SALESFORCE
IT CAN BE
INTERNAL
EXTERNAL
FUNCTIONS AND OBJETIVES
COLLECT INFORMATION AND TRANSMIST IT TO THE COMPANY
IN THE SHORT TERM
MAINTAIN AND IMPROVE CUSTOMER RELATIONSHIPS
LONG-TERM
COMMINICATE THE CHARACTERISTICS AND ADVANTAGES OF THE SERVICES AND OBTAIS ORDERS
PROPOSALS
HOW TO CALCULATE THE RELEVANCY POINT?
wHAT WE WANT TO SELL OR CAN OFFER IN OUR SERVICE
CLIENT EXPECTATIONS ABOUT THE SERVICE
WHAT THE CUSTOMER VALUES
AFTER-SALES SERVICE
THE PRESTIGE OF THE COMPANY
AGILITY AND SPEED
FACTORS INHERENT TO TE SERVICE
CHARACTERISTICS OF SERVICES
HETEROGENEITY
OWNERSHIP
PEREISHABILITY
SIMULTANEITY
INSEPARABILITY
NATURE OF DEMAND
INTANGIBILITY
QUALITY MEASUREMENT
PRIVATE PUBLIC