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THE SALES OF SERVICES : Sharay - Coggle Diagram
THE SALES OF SERVICES
: Sharay
CHARACTERISTIQUES OF SERVICE
- Intangibility
- Perishability
-
Inseparability
- Heterogeneity
- Ownership
- Simultaneity
- Quality measurement
Nature of demand
SURVEYS
It consists of a personal interview established between 2 persons at the initiative of the interviewer to obtain information from the interviewee on specific objectives.
-
Hidden client
- Market research
- Private interviews
- Group sessions
- Customers dashboards
- Customers surveys
Techniques
Phases of surveys
- Produce the questionnaire
- Define the population
- Select a representative sample
- Choose where it will take a place
- Choose the moment and the duration
- Quantify the results
- Translate the results into concrete actions
Guideliness
- Define what you want to know about customers
- Start with clear questions to motivate the respondent
- Plan the choise of questions and format in advance
- Use simple and accurate language
- Avoid complex questions
- Use closed questions
- Clarify the answer alternatives
- Inform respondents about the purpose of the survey
- Process the information to obtain conclusions
- Organice the conclusions in a SWOT analysis
STRATEGIES
- Adapt suply to demand and vice versa
- Materialize the intangibility of the service
- Insist on the result of the use of the service
- Provide image and brand of trust
- Offer free samples
- Explain the differences compared to the competition
- Personalized quality treatment
SALES ARGUMENTS
- Obliagtion of the administration to guarantee the service
- Non excluisive service
-
Transparent management
- Legal rigidity
- Decisions taken by chartered bodies
- Guranteed budget
STEPS
-Introducción
-Presentation of physical attributes
- Objections
- Closing
PROPOSALS
Factors inherent to the service
Agility and speed
The conditions and means of payment
The prestige of the company
After-Sales service
Added value,trought complementary service
Professional quality and customer service
