CSR Flashcards
IMPORTANCE:
✧ building ___ of customers and ____ people better
✧ building TRUST of customers and UNDERSTAND people better
IMPORTANCE:
✧ businesses __ survive ___ customers
✧ businesses CAN’T survive WITHOUT customers
PRODUCT LIFE CYCLE:
✧What is the first stage of Product Life Cycle?
✧ Introduction
PRODUCT LIFE CYCLE:
✧ What is the 5th stage of Product Life Cycle?
✧ Obsolete
PRODUCT LIFE CYCLE:
✧ What is the 3rd stage of Product Life Cycle?
✧ Maturity
PRODUCT LIFE CYCLE:
✧ What is the stage prior to the 2nd stage of Product Life Cycle?
✧ Sales Increase
PRODUCT LIFE CYCLE:
✧ What is the 4th stage of Product Life Cycle?
✧ Decrease
PRODUCT LIFE CYCLE:
✧ What do you do when you are in the first stage of Product Life Cycle?
✧ promote and cater to customers that you exist
✧ you have to exert more effort in promoting your business (ex: hiring famous people and etc.)
PRODUCT LIFE CYCLE:
✧ What do you do when you are in the second stage of Product Life Cycle?
✧ you make repeated orders, with your customers recommending your business to others
PRODUCT LIFE CYCLE:
✧ What do you do when you are in the third stage of Product Life Cycle?
✧ you have to fulfill Filipinos “crab mentality”
PRODUCT LIFE CYCLE:
✧ What happens when you are in the third stage of Product Life Cycle?
✧ this is when your competitors start to rise and decrease of sales start
PRODUCT LIFE CYCLE:
✧ What happens when you are in the fifth/final stage of Product Life Cycle?
✧ this means that your business is no longer in the market
PRODUCT LIFE CYCLE:
✧ How do you avoid the fifth stage of the Product Life Cycle?
✧ you can change or upgrade your products
✧ make it promising and stand out more
✧ listen to what the customers what (can be through surveys)
TYPES OF CUSTOMERS:
✧ This customer is usually egoistic, impatient, and harsh, what are this type of customer?
✧ Tough or Aggressive Customer
TYPES OF CUSTOMERS:
✧ This customer avoids procrastination and is straight to the point what is this type of customer?
✧ Business-Like Customers
TYPES OF CUSTOMERS:
✧ This customer is evasive, non-demanding, and indecisive. what is this type of customer?
✧ Uncertain Customers
PRODUCT LIFE CYCLE:
✧ How do you avoid the fifth stage of the Product Life Cycle?
✧ you can change or upgrade your products
✧ make it promising and stand out more
✧ listen to what the customers what (can be through surveys)
TYPES OF CUSTOMERS:
✧ This customer is talkative, warm, and good-natured. What is this type of customer?
✧ Friendly Customer
TYPES OF CUSTOMERS:
✧ This customer is demanding and knows a lot about the product. What is this type of customer?
✧ Knowledgeable Customer
HANDLING CUSTOMERS:
✧ How should you handle a Tough Customer?
✧ listen or allow them to talk first
✧ express points as suggestions clearly
✧ be courteous but firm
HANDLING CUSTOMERS:
✧ How should you handle a Friendly Customer?
✧ respond to warmth and hospitality
✧ remember to keep to business
HANDLING CUSTOMERS:
✧ How should you handle an Uncertain Customer?
✧ maintain eye contact
✧ break barries
✧ listen
✧ ask the right questions
HANDLING CUSTOMERS:
✧ How should you handle a Knowledgeable Customer?
✧ satisfy their desire for detail
✧ don’t try to fool them
HANDLING CUSTOMERS:
✧ How should you handle an Angry/Irate Customer?
✧ be assertive (in control NOT angry)
✧ be polite and straight to the point
✧ keep your voice calm and clear
✧ don’t give hollow promises
TYPES OF CUSTOMERS:
✧ This customer is impatient, always argues, and does not listen. What is this type of customer?
✧ Angry/ Irate Customer
