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The sales of services - Coggle Diagram
The sales of services
Characteristics of services
Itangibility
Persiability
Inseparability
Heterogeneity
Ownership
Simultaneity
Quality measurement
Nature of demands
Strategies
Materialize the intangibility 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
Offer free samples
Explain the differences comprended to the competition
Personalized
Sales argument
Obligation of the Administration to guaratee the service
The Administration cannot select its clients
Transparent management
Guaranteed budgest
Legal rifidity
Decision taken by charected bodies
Surveys
Techniques
Hidden client
Market reseach
Private interviewa
Group sessions
Customer dashboards
Customer surveys
Definition
Method of data collection when you have a large number of customers
Phases of a survey
Produce the questionnaire
Define the population
Select a representative sample
Choose the moment and the duration
Quantify the results
Translate the results into concrete actions
Guidelines for effective surveys
Start wich clear questions to motivate the respondent
Plan the choice of questions and format in advance
Define what you want to know about customers
Use simple and acurate language
Avoid complex questions
Use closed questions
Clarify the answer alternatives
Inform respondents about the purpose of survey
Process the information to obtain conclusions
Process the information to obtain conclusions
Organize the conclusions in a SWOT analysis
Proposals
What we want to sell on can offer in our service
Client expectations about the service
What the customer values
Factors inherent to the service
Agility and speed
The conditions and means of payment
The prestige of the company
After-sales service
Added value, through complementary services
Professional quality and customer service
The level of empathy between the profesional and the client
Complinace with all commitments assumed
The availability of the professional
The relationship of professional
Informstion about the service provided
Monitoring and anticipating need