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UNIT 2. THE SALE OF SERVICES - Coggle Diagram
UNIT 2. THE SALE OF SERVICES
CHARACTERISTICS OF SERVICES
INTANGIBILITY
PERISHABILITY
INSEPARABILITY
HETEROGENEITY
OWNERSHIP
SIMULTANEITY
QUALITY MEASUREMENT
NATURE OF DEMAND
SURVEY
Is the most appropiate data collection method when you have a large number of customers.
https://forms.gle/BmFLAd9MWMUmT9Hq6
(survey of rent a car)
TECHNIQUES
Hidden client
Market research
Private interviews
Group sessions
Customer dashboards
Customer surveys
GUIDELINES
Define what you want to know about customers .
Start with clear questions to motivate the respondent.
Plan the choice of questions to motivate the respondent
PHASES
Produce the questionnaire
Define the population
Select a representative sample
Choose where it will take place
Choose the moment and the duration
Quantify the results
Translate the results into concrete actions
SALES ARGUMENT
Is a tool used by sellers, wich helps them decisively in the sales interview before the customer
FEATURES OF SALES ARGUMENT
Obligation of the administration to guarantee the service
The adminnistration cannot select its clients: non exclusive service
Transparent management
Guaranteed budget
Legal rigidity
Decisions taken by chartered bodies
STEPS
Introduccion
Presentation of physical attributes
Objections
closing
PROPOSALS
What we want to sell or can offer in our service
Client expectations about the service
CUSTOMER VALUES
Factors inherent to the service
Agility and speed
The conditions and means of payment
The prestige of the company
STRATEGIES
Materialize the intangilibility of the service
Adapt supply to demand and vice versa
Insist on the result of the use of the service
Provide image and brand of trust.
Offers and discount strategies
Provide complementary services to the principal
Offer free samples
Explain the differences compared to the competition
Personalized quality treatment.
