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RESPOND EFFECTIVELY

RESPOND EFFECTIVELY. Explain how companies use data about customer needs and wants to increase sales and satisfaction Compare product features and benefits. Uses of Customer Data. Influence ad campaigns Influence selection Influence services offered Drive new product development

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RESPOND EFFECTIVELY

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  1. LESSON 2.3 RESPOND EFFECTIVELY Explain how companies use data about customer needs and wants to increase sales and satisfaction Compare product features and benefits

  2. 2.3 Uses of Customer Data • Influence ad campaigns • Influence selection • Influence services offered • Drive new product development • Drive efforts to win new customers

  3. 2.3 Case Studies • Black and Decker • Coinstar, Inc.

  4. 2.3 The Employee’s Role • Gather information • Relay feedback • Customer relationship management software

  5. 2.3 Misusing Technology • Misuse of technology can jeopardize customer satisfaction. • Price research • Dynamic pricing

  6. 2.3 CRM and Customer Retention • CRM spending • Relationship between CRM spending and customer satisfaction

  7. 2.3 Sell Benefits, Not Features • Highlight the benefits instead of features • Buyers want to know • How the item will solve their problem • How the item will improve their life

  8. 2.3 Compare Features and Benefits • Features are characteristics of a product or service. • Benefits are advantages a customer gains from using a product or service.

  9. BENEFITS Saves time Saves money Eliminate a concern Reduces work Provides safety FEATURES Color Size Material Weight Speed Power 2.3 Examples of Features and Benefits

  10. 2.3 Highlight Benefits • Stress benefits to your customers. • Discuss the benefits that are most important to your customers. • Solve their problem. • Make them feel good. • Sell the solution your customers want or need.

  11. 2.3 Show That You’re an Expert • Provide answers. • Offer accurate information. • Stay informed.

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