Creating caring culture!

www.mysteryapplicant.com  

Caring culture is more than just providing the best quality service to the customers, but it provides service with empathy and care. Service quality according to businessdictionary.com can be defined as an assessment on how well a delivered service conforms to client expectations. More, service business operators often assess the service quality provided to their customers in order to improve their service, to quickly identify problems and to better assess client satisfaction.

In such competitions, RATERdimensions may not be the only choice, but beyond. Strategies need to be managed well as to avoid high expenditures, but customers are satisfied with the service given. There are 3 stages of customer’s expectation which includes quality surprise, satisfactory quality and unacceptable quality. Companies have to find ways to move themselves from the stages of inadequate service towards delighted, and this needs a lot of efforts. With the differences of ser-qual and customer care and by seeing its understanding in detail, it is always recommended to increase the quality of service more towards customer care to provide the fullness in the service delivery.

Banking industries too takes customer care as their priority, as in those industries, customers judge the reliability through the service itself. However in the era like today, most industry needs to focus on providing the best service, or else the chances for survival in the tough market competition will be less.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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kirti.parkash@frontlinerinc.com

Customer’s perception on commercial banks, a case study!

As most realize, the most important area where customer service plays a huge role is at banking areas. Banking sells their name and gain customer’s trusts only through customer service. In most banks, empathy is shown more, and that has become one aspect of their marketing activities.

workplacepsychology.net

In one of the case studies research written by Santhi Appannan, Barathy Doraisamy and Teoh Xin Hui from AIMST University, Malaysia, it is proved that commercial banks need to prove their empathy and customer care standards in order to satisfy their customers. In this case study, the banks that are research upon are Public Bank in Malaysia, CIMB and Maybank. The main objective of this study is to identify customer’s perception on the service quality dimensions in commercial banks in Butterworth, Penang. The results show that the most important service quality practice on customer’s overall satisfaction is responsiveness as it is perceived as a dominant service quality. The results also reveal that the service quality such as attentive, flexibility, communication, friendliness and responsiveness are positively and significantly influencing the customer’s perception.  This finding reinforces the need to start improving service quality of banks in order to attract more customers in future. (Abstract is taken from http://www.savap.org.pk/journals/ARInt./Vol.4(5)/2013(4.5-45).pdf)

This case study clearly proves that as of the dominant service quality with more coming towards the dimension of customer care can bring about satisfaction to their customers. Nothing can work without service, especially in financial or banking industries. 

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Kembangkan Budaya Service Anda!

www.performancestamping.com 

Service atau pelayanan merupakan hal terpenting dalam dunia usaha. Pelanggan akan senang dengan suatu perusahaan dan produk yang ditawarkan jika pelayanannya memuaskan. Budaya dari pelayanan tidak dapat muncul dengan sendirinya, tetapi ada beberapa tahapan formal yang dapat diaplikasikan seperti melakukan riset terlebih dahulu mengenai pelanggan yang sudah ada atau target, lalu memperkuat riset tersebut dengan budaya perusahaan, menghargai keinginan para pelanggan dan perusahaan, mengkomunikasikannya secara baik dan membantu para pelanggan secara empatis.

Hal yang terlihat sederhana seperti ini tidak mudah pada saat pengaplikasian. Mengubah budaya dari suatu perusahaan dan mempersuasi para pelanggan dengan memberikan service memerlukan waktu dan perencanaan yang baik agar berjalan dengan lancar. Hal ini dapat dilakukan dengan bantuan para praktisi atau konsultan yang bergerak di bidang terkait.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Ser-qual… Care… How deep?

The difference of Ser-qual and Care are seen, yet how deep is the difference? Is this transformation really necessary? Understanding the customers, whether current or potential, is needed in this world full of competitions. No doubt, most of the markets are full of high competitions and companies need to find ways to survive and reach their goals.

katenasser.com

Speaking about it in a detailed manner, Service Quality and Customer Care have its own definitions in the dimensions, yet the only thing that is similar is “Reliability”, as being reliable is important in case of business and trust building. However in getting deeper, reliability is more focused to build up credibility and this can be generated from good customer care and providing solutions.

Assurance in the quality of service is given to the customers by those companies who believe in service quality only. How about trust? Can the assurance of quality create trust and be user-friendly in the end more than just answering the customer’s queries?

Having good quality tangible products also is needed in a company besides providing a good quality service. But again, is it easily accessible? Understanding about consumer’s behavior and learning about them can help in finding the best place to locate the products and increase care for the customers by this process.

One most important key in customer care that is lack in Service Quality focus is empathy. Being empathy can change the quality of service by itself. 

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Ser-qual atau Care?

www.actioncoach.com

Tingkatkan kualitas pelayanan atau berikan rasa peduli terhadap pelanggan? Hal ini dapat menjadi dilema pada saat perusahaan ingin meningkatkan standar pelayanan mereka. Bukanlah hal yang mudah untuk proses peningkatan pelayanan dalam suatu perusahaan karena perusahaan perlu mempersiapkan dana untuk pelatihan dan waktu yang perlu dikeluarkan untuk pelatihan itu sendiri. Tetapi apakah hal tersebut merugikan?

Jika dilihat dari segi keperluan, tentu saja memberikan yang terbaik kepada konsumen adalah salah satu prioritas di era seperti sekarang. Dengan adanya kompetisi yang sengit, menjadi yang terbaik adalah hal yang terpenting agar dapat mendapatkan tempat di pasar yang kompetitif. Di zaman seperti sekarang, tidak hanya meningkatkan kualitas pelayanan saja yang diperlukan, tetapi pelatihan untuk bisa lebih empati dan peduli terhadap pelanggan juga diperlukan. Pelanggan senantiasa mencari pelayanan yang memuaskan mereka, dan pelayanan dengan rasa empati dan peduli yang digabung dengan kualitas baik akan menjadi pilihan mereka.

Sebenarnya dalam segi teoretis, perbedaan antara Kualitas Pelayanan dan Kepedulian tidak jauh. Dalam segi kualitas, hal yang diperhatikan adalah dimensi RATER, tetapi dalam kepedulian terdapat beberapa perubahan dalam dimensi seperti kredibilitas, proaktif, kepercayaan dan mudahnya akses dalam meningkatkan reliabilitas. Selain dari perbedaan dimensi, terdapat juga hal-hal seperti:

-Hubungan: Kualitas layanan memiliki hubungan vertikal sedangkan kepedulian horisontal.

-Orientasi: Kualitas layanan memiliki orientasi prosedur sedangkan kepedulian solusi.

-Persepsi: Kualitas layanan memiliki persepsi bahwa pelanggan adalah tamu sedangkan kepedulian memiliki persepsi bahwa pelanggan adalah sahabat.

-Tujuan: Kualitas layanan memiliki tujuan membuat pelanggan puas sedangkan kepedulian untuk membuat pelanggan antusias.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Steps of Inadequate to Delighted service

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Service is one of the most important activities in a company. Whether current or potential customers, company’s goodwill evaluation depends on how good the service quality is. Seeing towards the three steps of customers’ expectations that include the results of being proactive, average or passive shows on how important it is in providing the best service towards the customers.

It is never easy to increase the service quality of the company to be given to the customers, as this will take up a lot of budget at some cases. Not only in the form of budget, proper skills are also needed as to satisfy this task. It is vital to measure where exactly the company’s performance is in the form of service as to have a better view and planning to make it better or at least, to hold it on well.

According to the journal “The Nature and Determinants of Customer Expectations of Service” written by Valarie A. Zeithaml, Leonard A. Berry and A. Parasuraman, there are five stages of service quality:

-Inadequate Service: This is the least recommended stage as this provides the service away from the customer’s expectations.

- Adequate Service: This stage provides the minimum service quality that is still acceptable for the customers, but not much.

-Zone of Tolerance: This stage indicates the acceptance of the customers on the service given by the company.

-Desired Service: This stage includes those companies who consider the need of good service quality that provides the actual way of service towards their customers. This increases goodwill of the company also its products.

-Delighted Service: This is the best step of service to be provided to the customers as this step does not only considerate the service quality, but also more towards caring and showing empathy towards them. In the process, the service delivered will show more than expected by the customers. If this step is used for long, loyalty of the customers can be gained.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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10 kecewa, jutaan hilang!

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Di dalam buku “The Disney Way” yang dikarang oleh Bill Capodagli dan Lynn Jackson, dinarasikan bahwa masing-masing dari 27 konsumen yang tidak puas akan memberitahu 8 hingga 16 orang lain mengenai pengalamannya, dan diantaranya akan memberitahu lebih dari 20 pelanggan potensial lainnya. Jika dihitung secara konvensional, maka hanya dengan 3 keluhan saja, lebih dari 1000 calon pelanggan potensial akan kemungkinan hilang.

Hal ini membuktikan sebagaimana pentingnya sebuah kualitas produk juga pelayanan yang diberikan kepada konsumen. Hanya dengan kekuatan “Word of Mouth”, sebuah perusahaan bisa mendapatkan pelanggan yang loyal, ataupun sebaliknya. Selain itu, performa internal pun dapat menjadi “goyah” karena kurangnya motivasi dari hasil kerja keras mereka. Unacceptable Quality, kata yang menjadi bagian dari tahap ke-tiga dan terendah ekspektasi pelanggan dan penyampaian pelayanan.

Ketidakpuasan pelanggan bisa mengakibatkan hasil yang fatal bagi sebuah perusahaan. Nama baik dari produk dan perusahaan itu akan turun drastis jika “Word of Mouth” dari ketidakpuasan pelanggan menyebar. Apalagi dengan adanya media sosial, hal ini akan lebih sukar untuk dikontrol. Pelanggan di era ini sering memilih untuk berkicau di media sosial mereka dibandingkan berbicara langsung dengan perusahaannya, apalagi jika mendapatkan pelayanan yang kurang memuaskan sebelumnya. Hal yang perlu diingat adalah, kicauan ini yang ditulis dalam media sosial berbasis internet, akan membawa keluhan kicauan tersebut ke mata dunia!

For more details on Consumer Behavior and Social Media, please contact:

KIRTI PARKASH

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Bring up the satisfactory quality!

smallbusinessmagazine.org   

Every company strives for the best, the best of their company also the best for their customers. Customers are considered as king, where companies need to satisfy their needs and wants satisfactory. In this stage, customers are given the satisfactory in the mid-level, where the expectations are equal to the delivery of the company itself. It is believe that once a customer is satisfied, it can bring about an increase in the company’s image, bringing win-win benefits to both sides.

Not only in relation to customers who will gain their benefits of the delivered products and services, companies too will feel its benefits as once the satisfaction is seen, more motivation can be attained by the staffs to work more and gain more. This will push higher performance within the company. However, holding on the position of customer satisfaction is not an easy task as of the tough competition in the market. Proper commitment and support from the internals are needed.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Pelanggan bisa sangat puas!

Ini merupakan tahap dimana pelanggan mendapatkan pelayanan yang lebih dari yang diharapkan pada pertama kalinya. Pelanggan pada umumnya memiliki keinginan yang banyak dan jika perusahaan dapat memberikan yang lebih atau bisa disebut juga dengan Quality Surprise, pelanggan akan cenderung proaktif terhadap perusahaan itu sendiri.

elsmithconsulting.com

Dalam kondisi pasar yang dikelilingi kompetisi sengit, perusahaan harus memberikan yang terbaik agar bisa dipercaya dan mendapatkan loyalitas dari pelanggan. Dengan tantangan seperti ini, Quality Surprise bisa menjadi pilihan untuk memberikan kepuasan pelanggan dan mencapai tujuan perusahaan itu sendiri, baik untuk jangka pendek ataupun jangka panjang. Tahap ini juga membuktikan adanya empati dan toleransi terhadap pelanggan karena keputusan dari perusahaan yang juga memperhatikan keperluan dan kemauan pelanggan dibandingkan hanya memerhatikan tujuan utama mereka sendiri. 

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com

What do they expect?

www.smallbusinessbc.ca

It is clear that as a company, it would not be easy to reach up on every expectation set by the public or consumers. Companies need to focus on their needs and at the same time, considering the high expectations of the customers itself. In general, no companies will want to work if the profits generated are not as their expectations. Yet on the other hand, customers demand different types of quality of the products and services given which of course will cause a dilemma in the end.

Each customer has their own satisfaction level and this cannot be made uniform. Theoretically, there are three steps of customer’s expectations and service delivery manner:

- Quality surprise: It is where the service given exceeds the expectations.

- Satisfactory quality: It is where the service given is equal to the expectations.   

- Unacceptable quality: It is where the service given is below the expectations.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com

Ser-Qual… Apakah cukup?

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Ser-Qual atau kualitas pelayanan merupakan sebuah hal yang perlu diperhatikan secara mendetil dalam melayani pelanggan. Perusahaan kecil maupun besar perlu memberikan pelayanan dengan kualitas yang terbaik agar para pelanggan pun akan lebih puas dan kembali lagi kepada perusahaan tersebut. Namun, apakah memperhatikan hanya Service Quality itu cukup?

Dalam zaman pasar yang kompetitif seperti sekarang, ekspektasi pelanggan terhadap perusahaan, baik dalam hal produk maupun pelayanan sudah semakin meningkat. Dalam satu sisi, perusahaan senantiasa mendesain tujuan mereka agar dapat memenuhi ekspektasi pelanggan dan di sisi lain, mencapai tujuan utama perusahaan itu sendiri. Ekspektasi perusahaan dan pelanggan terkadang tidak sejalan, dan hal ini memicu salah satu dari kedua aspek tersebut untuk “dikalahkan” pada akhirnya. Setiap sisi pasti akan menginginkan yang terbaik, tetapi apakah memadai untuk dipenuhi?

Perusahaan secara umum mengatur strategi mereka dengan cara dimana mereka bisa mencapai tujuan mereka secara "profitable”, tetapi terkadang hal ini dapat menekan biaya yang sebenarnya dapat digunakan untuk meningkatkan kualitas produk atau layanan yang diberikan. Lalu, apakah hanya memperhatikan konsep Ser-Qual itu sudah cukup dalam pasar kompetitif seperti saat ini?

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com

RATER Dimension…

www.focus-bc.com  

Business people, especially those in the service sector, have always kept this question in mind, how to reach and fulfill customers’ expectations? As many believe, service quality is the most important thing to be focused on, and this is normally the answer to the question. Service quality according to businessdictionary.com can be defined as an assessment on how well a delivered service conforms to client expectations. More, service business operators often assess the service quality provided to their customers in order to improve their service, to quickly identify problems and to better assess client satisfaction.

Business people’s focus is truly on how to satisfy their customers, and in the continuation towards it, to satisfy the goal of the company itself. A dimension with the acronym of RATER is one dimension that can be used as a tool to reach the customer’s satisfaction. It includes Responsiveness, Assurance, Tangibles, Empathy and the most important part, Reliability.

In its brief explanation, RATER Dimension can be narrated as follows:

- Reliability: The ability to provide a service in accordance to its promise accuracy.

- Assurance: The knowledge and mannerism that each employee has, especially in convincing and inspiring their customers.

-Tangible: Physical look, tools and materials that can be measured.

- Empathy: The ability of an individual in showing attention to the customers, towards their needs also wants.

- Responsiveness: The will to help their customers in providing a quick service.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

+62 21 8378 3288

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All about Nescafe…

www.deviantart.com

No doubt, Nescafe as part of Nestle Multinational Company is one of the coffee brands that are well known to the world, having numerous loyal customers worldwide. Coffee has the distinction of being the second-most traded commodity in the world, and competitions for this particular commodity around the world are truly high. Currently, Nescafe is holding upon 56% of market share for instant coffee category worldwide, yet the rivalry faced by them are not the easy ones. In this case, proper STP (Segmenting, Targeting and Positioning) needs to be planned in order to avoid rivalry products to take up their current position.

In specificity, the segmentation of Nescafe is more towards youths with the age of 16-24 years old, with a global campaign done for around $30 million spent. In obvious, the targets from those segments are the coffee drinkers, where the campaigns are mostly focused more on. However, as Nescafe is a global coffee brand, each country is provided with different campaigns and target markets as to satisfy the culture and behavior of each. For the positioning point of view, every taste has its own given. For instance Nescafe Cappuccino as an example, it is positioned as ‘A true Café’ by several customers and from the company itself. All these are created based on the experience that the customers feel and on how the company wants the customers to feel about the product.

This case study explains that the need of proper plan and setting of a product or service’s STP should be focused, especially if the product or service has a high number of competitions in the market place. Each aspect needs to be seen carefully as each plays a very important part in the success of the product or service. For this, professional marketers and researchers are always recommended to support the process.

Case: http://mystery-news24.blogspot.com/2013/06/term-paper-on-segmenting-targeting-and.html

For more details on Applied Selling, please contact:

KIRTI PARKASH

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kirti.parkash@frontlinerinc.com

Positioning the statement…

stpsamsungmobiles.blogspot.com

More than just Segmenting and Targeting, within the strategy plan of companies, Positioning of the products and services needs to be done well in the market place. Positioning can be defined as a process where companies put about a perception about the products or services being marketed under the customer’s minds. In general, there are several positioning statement elements that include target market, brand, frame of reference, points of differentiation and competitive edge.

Positioning is not a brand tagline, but it is more to what companies wants the customers to relate to when they hear or see the products or services. It helps in the creation of the competitive edge in the middle of a competitive market.

In applied selling, the combination of these three steps, Segmentation, Targeting and Positioning needs to be done in order to reach the right audiences or customers and provide them with the right products or services that they need, which of course may bring positive output for the company.

For more details on Applied Selling, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com

Targeting the segment…

www.name.com

In Marketing and Applied Selling, segmentation and targeting are the two aspects that are focused in general. Both of these aspects play a vital role in the process of market research, especially in the connection of finding out about the customer itself.

In definition, segmentation can be defined as the process of dividing the market into smaller segments or parts in accordance to the customers’ similar characteristics and behavior, determining which segment the company should focus and provide service to. Segmentation is important to find out and manage for more focused human resources to be allocated to, as a base to determine strategies, tactics and value also as a key factor to compete with the competitors.

After segmentation is being conducted, the next step is to create a more focused one i.e. targeting. Targeting can be defined as the process of evaluating each market segment’s attractiveness and selecting one or more segments to enter. In this case, several parts that need to be focused on include market growth, market size, competitive advantage of the products or services and the competitive situation.

In a business mapping, segmentation and targeting are the two most focused parts at the beginning process before going more to the product or service’s positioning and strategy fitting. This is due to the need to find out who the customers are and whether the strategies being planned before can fit in the criteria. As to lead the customer credibly, proper knowledge and targeting needs to be done as to bring about a positive output in the end. 

For more details on Applied Selling, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com

Putting it all together!

4sight.eu   

To analyze a product or market, many different ways are can be used to conduct the activity. Usually, this type of activity does not only use one method, but the combination of those.

Putting it all together… An analysis of Market Potential up to Strategic Intent is usually the main process of market analysis. More than just PSBS (Potential Entrants, Supplier, Buyer and Substitutes), researchers should also look upon several steps that are related to internal and the external areas of the company.

For instance, in the process of Market Potential Analysis up to Strategic Intent, the first step that needs to be conducted is situation analysis. In this step, everything that is included in the macro environment (technology, regulation, socio-cultural, economy and market), competitor’s analysis until customer’s analysis are conducted.

Coming to the second step is SWOT Analysis. This step is basically done to find out the position of the company in picture currently and towards the upcoming future with a simple and economically-efficient manner.

The third step focuses on the key issues and implications of the research done where this is used as a base to decide on the strategic ways that can be applied.

The last yet not the least step is the Strategic Intent or can be also known as Strategic Market Plan. This step makes uses of the results obtained at the previous processes for a reference on business plan or marketing plan development, also on company’s goal and achievements.

For more details on Applied Selling, please contact:

KIRTI PARKASH

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kirti.parkash@frontlinerinc.com

Kunci dan Implementasi SWOT…

Dalam melakukan analisa SWOT tidak hanya proses menganalisa keempat unsur inti saja yang dilakukan, tetapi proses untuk mencari tahu kunci permasalahan, strategi implikasi dan niat dari pembangunan strategi tersebut juga perlu diperhatikan. Proses pemetaan dari SWOT akan lebih kuat dengan dukungan kunci dan strategi-strategi tersebut.

cerasis.com  

Cara yang paling mudah adalah dengan pemetaan secara lengkap SWOT atau TOWS dari perusahaan, yaitu memperhatikan Ancaman (threat), Peluang (opportunity), Kelemahan (weakness) dan Kekuatan (strength) dari produk yang ada. Lalu, rangkum beberapa isu yang terjadi di lingkungan sekitar yang berkaitan, dan harus segera ditindak lanjuti, berikut dengan implikasinya. Setelah semua sudah dipersiapkan, buat arahan niat dari strategi itu sendiri (Strategic intent) sebagai acuan dalam memandu strategi di pasar. Dalam sisi strategic intent, hal ini memberikan arahan dan memungkinkan sales supervisor untuk merencanakan sumber daya yang dibutuhkan. Tanpa arahan yang jelas, SWOT atau TOWS analysis tidak akan mendapatkan tujuan yang pas karena fokusnya yang minim.

For more details on Applied Selling, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com

SWOT vs TOWS

realswotanalysis.blogspot.com

Marketers are mostly familiar with the abbreviation of SWOT, a tool used to analyze the Strength, Weakness, Opportunity and Threat of a company. This is normally being used to analyze both internal and external ability that the company has in order for expansion, introducing a new product, and many more activities. Yet, marketers now believe that there should be a change to bring more effectiveness in the analytic process, and TOWS is now introduced as a ‘twist’ of SWOT.

SWOT vs TOWS, which one would be more effective and efficient in working? Below are several differences to show the framework between both:

- SWOT:

The analysis of SWOT sees the internal first then look about the opportunity and threats outside. This way of analysis tends to create a mindset that limits the internal condition occurring in the company. As a result, many chances may be missed as of the feeling that the internal skills are not capable enough to conduct so.

- TOWS:

The analysis of TOWS sees more upon the opportunities and threats that are happening outside before focusing on the internal potential that the company has. This type of analysis tends to create a mindset which is more open with the surrounding happenings. Companies will be pushed to think creatively in order to gain the chances available, including accommodating the internal limitations.

For more details on Applied Selling, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com

Kekuatan Sales Supervisor…

www.shifthappens.com

Perubahan pasti terjadi. Terkadang perubahan yang terjadi akan memberikan pengaruh yang cukup besar kepada suatu perusahaan atau aktifitas penjualan, apalagi jika supervisor dari kelompok sales tersebut tidak proaktif terhadap perbuahan di sekitarnya. Sebagai sales supervisor, memikirkan mengenai hal-hal dalam kekuatan perubahan perlu dilakukan secara serius agar hal ini dapat membawa pengaruh yang besar kepada situasi kompetisi juga pelanggan dari perusahaan itu sendiri.

Sales supervisor dalam sebuah perusahaan yang mengikuti analisa 5 faktor kompetisi industri (PSBS) biasanya lebih fokus terhadap perubahan yang terjadi di dalam konteks pemasok dan pembeli sebagai yang utama, barulah fokus berlanjut terhadap konteks pendatang baru yang potensial dan substitusi produk atau perusahaan.

Beberapa hal yang dapat menjadi kekuatan fokus dalam konteks pemasok meliputi pertanyaan:

- Apakah ada hal baru dalam “aturan permainan” yang menjawab kebutuhan pelanggan?

- Apakah para kompetitor mengimplementasikan pendekatan strategi pasar yang kreatif?

- Apakah tingkat kompetensi di pasar sangat intensif sehingga menyulitkan produk        perusahaan?

Lalu, hal berikutnya yang menjadi kekuatan fokus adalah pertanyaan dalam konteks pembeli:

- Apakah pelanggan menjadi semakin demanding?

- Apakah pendekatan kreatif dari kompetitor lebih diterima?

- Apakah kemampuan daya beli pelanggan semakin naik atau justru turun?

For more details on Applied Selling, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com