ASSIGNMENT NO 3

PRASHANT PANCHAL
STD ID 10131788
Pre purchase zone
First customer contact,
Friendly atmosphere
Product delivery stage
Giving complete solution,
justifying the purchase
Post purchase
Unveil the product, worth the money paid
 Inseperable
Product and service go together, product knowledge imparted as a
service
 Intangible
Cannot touch the product knowledge, but helps to understand the
product and its benefits
 Perishable
Product knowledge and complete solution provided only while in
store, it cannot be stocked and carried.
 Heterogeneous
different service providers provide service in different ways
 Attention to needs
 Respect
 Provide solutions
 Fair service
 Value for money

 CONFORMATION/
DISCONFORMATION
Customers decision after going
through three time zones.
 Product knowledge to serve in better manner
 Equipments to demonstrate
 Acknowledging the customer needs
 Ambience in the store
 Service methods
 Availability of goods and service in store.
 Consumer complaints
 Should be welcomed, solved
effectively
 Help to identify their perception
 Feedback
 Highlights negative points,
 improves quality of service
 Helps innovation

SERVICE GAPS
Customers expectation and
the promise delivered
 Increased level of profits
 Loyalty and retention

in customers
 Word of mouth

 Less advertising costs

 Advantage against

competitors
 Tangibles
quality service should be experienced by every customer
 Reliability
customers can turn back to store for every small problem
 Responsiveness
stores willing to do anything for the customer
 Assurance
a promise to give best customer service
 Empathy
maintain good communication with customers