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Summer Training Report On "A Study On Consumer Satisfaction of Outlook Magazine Subscribers"
Summer Training Report On "A Study On Consumer Satisfaction of Outlook Magazine Subscribers"
On
A Study on Consumer Satisfaction of Outlook Magazine
Subscribers
Training Supervisor
Submitted By:
Anuj Chhabra
Ashish kumar
Team Leader
02314803915
Batch: 2015-2017
DECLARATION
I hereby declare that this Project Report titled A Study On Consumer Satisfaction Of
Outlook Magazine Subscriber submitted by me to maharaja agrasen institute of
technology is a bonafide work undertaken during the period from may june 2016 by me and
has not been submitted to any other University or Institution for the award of and degree
diploma / certificate or published any time before.
Ashish kumar
02314803915
BONAFIDE CERTIFICATE
This is to certify that as per best of my belief the project work done on Study On
Consumer Satisfaction Of Outlook Magazine Subscriber is a bonafide research work
carried out by Ashish kumar student of MBA, MAIT, Rohini, New Delhi June-July 2013 in
partial fulfillment of the requirement for the Summer Training Project of the Degree of
degree of Master Of Business Administration.
He has worked under my guidance.
ACKNOWLEDGEMENT
With profound sense of gratitude and regard, I express my sincere thanks to my guide and
mentor, for her valuable guidance and the confidence she instilled in me, that helped me in
the successful completion of this project report. Without her help, this project would have
been a distant affair.
Her thorough understanding of the subject and professional guidance was indeed of immense
help to me.
I am also greatly thankful to the faculty members of our institute who co-operated with me
and gave me their valuable time. Acknowledgement
Ashish kumar
Table of Contents
4
CHAPTERS
TOPIC
PG.NO
Research Methodology
Sample size
Instrument used
Suggestions/ Recommendation
Bibliography, Glossary
EXECUTIVE SUMMARY
Marketing is very necessary for every organization. It helps organizations in determining
what product and services may interest customers and also strategies for use in product
5
It also revealed the fact that there is a small opportunity of improvement in the area of quality
of content and promotional schemes. The customers agreed upon the fact that gifts are good
in quality but they added that these promotional schemes can be more attractive.
6
INTRODUCTION
There are the two main sources of obtaining data to determine readership of any publication:
National Readership Survey NRS
The NRS is a survey on all media, but especially the print medium, conducted by the
National Readership Survey Council. This body consists of members from the INS (Indian
Newspaper Society), AAAI (Advertising Associations of India) and ABC (Audit Bureau of
Circulation).
Here we have some surveys on the basis of market segmentation on all media include
newspapers buyers.
National Readership Survey is a survey on all media, but especially the print medium,
conducted by the National Readership Studies Council (NRSC) -Supported by Audit Bureau
of Circulation (ABC), Advertising Agencies Association of India (AAAI) & Indian
Newspapers Society.
It investigates the readership of about 80 major Indian publications-dailies, weeklies, biweeklies and monthlies-in over 475 towns of 57 regions across the length and breadth of the
country. The towns, selected, however are publication centers of dailies by process of
systematic sampling.
It claimed to be the most thorough readership survey in the country. It provides exhaustive
data (available to its clients on computer disks) readership, radio listener ship profile-the
socio economic characteristics of the readers of various publications, of cinema and TV
viewers, and of listeners to radio, as well as the degree of duplication among publications and
between media. Research agencies involved are: IMRB, TNS Software Mode, AC Nielsen in
collaboration with ORG.
ABC conducts a six-monthly audit of a publication's sales. But each copy of a publication
may be read by more than one person, depending on the frequency and popularity of the
publication. This is what is captured in readership surveys like the NRS.
The survey is done on an all-India basis, urban as well as rural, amongst individuals who are
12 years and older. All town classes are covered in the urban area. However, only towns with
a population higher than two lakh are reported on an individual basis, smaller towns are
reported on the basis of socio-cultural regions defined by language homogeneity, geographic
homogeneity, financial and economic administration, regionalization of culture and lifestyle,
caste and class homogeneity.
NRS gives information on the macro parameters like the reach of each medium among
various audiences defined demographically. It also gives information on the duplication
between media, as well as between vehicles within the same medium. For publications, one
gets the number of readers, type of readers in demographic terms (NRS defines readers by
sex, age, income, socio-economic class, occupation, education, geographical location),
spread of these readers, and lifestyle parameters such as product ownership and consumption
patterns.
Since advertisers who relied on plain circulation (paid sales) data for the allocation of their
media budgets did not have access to data on the quality of readership each publication has,
they did not know whether money was being used effectively or wasted. Studies like the
NRS give details not only about the number of readers, but also quality of readers, and the
duplication of readers with other competitive publications.
front, it also captures information on television and cinema viewing habits, radio listening
habits and Internet usage. In addition to this, IRS captures information on various FMCG
(Fast Moving Consumer Goods) products, usage and consumption and durable ownership
amongst households. Since media and product ownership/ consumption information is
captured from the same household, it enables linkages between the media and product data.
IRS equips you with information that is truly reflective of the Indian population for making
informed decisions.
IRS covers information on over 100 product categories. IRS information is available in
user-friendly software and is the essential tool for category, brand and media understanding.
IRS is conducted by MRUC (Media Research Users Council) and Hansa Research. MRUC
is a not for profit organization constituted by advertisers, ad agencies and media owners.
Hansa Research is the fastest growing market research agency with successful track record of
media studies.
To ensure that the research findings give you the whole picture, MRUCs technical
committee reviews the questionnaire from the users perspective, conducts back-checks and
validates the data so that users get unbiased and representative information'. All this is done,
from start to finish, in seamless partnership with Hansa Research.
Hansa Research along with MRUC is responsible for providing you innovations like IRS
Sampling Districts, Household Premiumness Index (HPI), sub-metro reporting, SEC A reestimation through telephonic interviews, IRS Local Area Potential (iLAP) tool, Guide to
Indian Market, the new-improved IRS Analyzer etc.
10
Literature Review
12
Customer Satisfaction
Over the last four decades, the marketing literature has defined and measured customer
satisfaction in many different ways. Oliver (1997) specifies customer satisfaction as
pleasurable fulfillment; as such, the consumer views consumption as satisfying some need,
desire, goal, etc., in which its fulfillment is pleasurable. In spite of many definitions of
customer satisfaction in the literature, a common way to define customer satisfaction is to
follow the approach of the expectancy-confirmation/disconfirmation paradigm (Anderson
1994; Anderson and Sullivan 1993;Kotler 1991; Oliver 1980; Oliver and DeSarbo 1988;
Oliver and Swan 1989; Yi 1991).
In this perspective, customer satisfaction is delineated as the consumers evaluation that
products or services meet or fall to meet the customers expectations (Oliver and Swan1989;
Yi 1991). Out differently, customer satisfaction consists of post-consumption judgment
concerning product or service quality, given pre-consumption expectations (Kotler 1991).
From this expectancy-confirmation/disconfirmation point-of-view, customer satisfaction
happens in the case of a buyers post-evaluation of a specific purchase experience (or
experiences), contingent upon the buyers quality perceptions and expectations, and
confirmation/disconfirmation the discrepancy between actual and expected quality (Yi,
1991).Customer satisfaction has generally been suggested to contain two such different
dimensions as a transaction-specific evaluation approach and an overall, cumulative
valuation approach. That is, there exist two general conceptualizations of customer
satisfaction in the literature (Anderson and Fornell 1993; Boulding et al. 1993; Yi, 1991).
Prior research has portrayed customer satisfaction as transaction-specific. Using this
framework, customer satisfaction is seen as a post-consumption evaluative judgment of a
particular purchase experience or activity (Bearden and Teel 1983; Cronin and Taylor 1992;
Oliver 1980, 1993; Oliver and DeSarbo 1988). The theoretical rationale behind this
framework is a variation of the expectancy-confirmation/disconfirmation paradigm
(Prakash1984; Oliver and Swan 1989).Another formulation to measure customer satisfaction,
widely used in recent studies, including studies utilizing the satisfaction metric in the ACSI
13
performance since the 1990s. For instance, customer satisfaction has been shown to
positively impact operating margins (Bolton 1998; Rust et al. 1996), accounting returns
(Ittner and Larcker 1998), returns on investment (Anderson et al. 1994), and cash flow and
shareholder value (Anderson et al. 2004; Gruca and Rego 2005).Indeed, firms have invested
a great amount of money on this metric, as customer satisfaction investments represent the
number one marketing research expenditure item for most firms. Customer satisfaction can
be seen as an essential measure used to oversee business outcomes, decide on limited
resource allocation, and provide rewards to management (Anderson 1994). For the majority
of firms, the pursuit of customer satisfaction is illustrated in their communications, including
advertisements, public relations releases, and mission statements (Peterson and Wilson
1992). With regard to this importance, a variety of marketing academics and practitioners
have studied customer satisfaction for the past forty years
Company Profile
15
HISTORY
Outlook is an Indian weekly and monthly newsmagazine in publication since October 1995.
MrVinod Mehta has been the founding editor-in-chief. Since its inception, investigative
reporting has been the forte of the magazine. Outlook has also spawned the specialized
magazines Outlook Traveler, Outlook Money, Mand the Hindi Outlook .
Outlook has been famous for many of its sensational stories like the "Kargil Bungle" and the
"Match Fixing controversy" but many view its editorial tilt as being against the right like the
RSS , often highlighting opposing sections in negative light.
Headquarter Address: AB-10, S.J. Enclave, New Delhi - 110029, India Branches : Mumbai,
Kolkata, Chennai, Bangalore and Hyderabad.
Achievements
The Government of India has also recognized Outlook Traveler Getaways as the Best
Travel Publication in the year 2002-2003.
MANAGEMENT TEAM
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NAME
DESIGNATION
Suresh Selvaraj
Vice President
Indranil Roy
Vice President
AlokMathur
AnupDwivedi
VidyaMenon
GauravVashisht
HimanshuPandey
Alex Joseph
Gitanjali Singh
Bhasker Sharma
Pankaj Singh
MAGAZINES NAMES
17
18
MEDIA SERVICES
Print Media
Web Media
Outlook is part of the Rajan Raheja Group which made its beginning in the construction
business and after building a huge presence in the realty market, the Group diversified
laterally into manufacturing, financial services and media. The magazine division of Outlook
consists of Outlook, Outlook Money, Outlook Traveler, Outlook Business.
Outlook, a weekly newsmagazine has been instrumental in providing wide range of news and
information. It also has magazines including Outlook Money and Outlook Traveller under its
umbrella. As a part of web media, it has launched websites like outlookindia.com,
outlooktraveller.com and outlookmoney.com. It caters to a base of 1.5 million readers in
India and sells more than 11.2 million copies annually.
The observations of the Markets studied for the sale of Newsweek was that Time and
Newsweek have a similar sales pattern and the POP display was maximum from the Outlook
Group.
The major segments identified for the market segmentation of Outlook buyers
Hotels
Coaching institutes
Corporate offices
PVR Cinemas
Premium Clubs
For the coaching Institutions which prepare students for MBA, the idea proposed by Outlook
was that the copies of Outlook English ,and Outlook Business as their Interest happens only
with these two magazines, with the advertisement of the institution with the cover-on-cover
option would be distributed to prospective students who are aspiring to clear CAT and other
MBA entrances in various DU and Engineering colleges in Delhi and NCRs. This idea
appealed as in this way the institution would be able to communicate with its prospective
students.
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For the premium clubs, the proposed selling strategy was similar to that adopted for golf
courses with the monthly bill being sent with the magazine by Outlook .
The idea proposed to corporate offices that their Interest only towards Outlook Money ,
Outlook Profit because it resembles with their Business.
Hotels keep magazines in the following places : Rooms, Business Centers Lounges, Public
Places and cars. Their more focus towards Outlook Traveler Magazines, and Fashion
magazine like Marie Claire, this type of Interest bys hotels shows their psychographic
segmentation.
The concept given was that initially Outlook was as follows: Outlook would distribute free
copies of the magazine on a weekend when the business is high. And take the details of the
customers. In the next step, the PVR Cinemas to these cinemagoers who had come to watch a
movie on weekend would send the magazine with a flap containing the discount coupon for a
weekday. Hence, on receiving a discount coupon, there is a high probability that the cinemagoers will come to watch the movie.
20
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WEBMEDIA
OUTLOOKINDIA.COM: In 1998, Outlook went online as outlookindia.com, drawing
Into its fold the vast, nascent readership of expatriate Indians. outlookindia.com is both
Outlook magazine's home on the Internet and an online publication. Apart from Outlook's
print edition in its entirety - supplemented with links to related articles on its own site and
elsewhere on the Web - outlookindia.com also offers an array of original Web-only columns
and news updates every day with a very lively interactive section.
Outlooktraveller.Com: Inaugurated as a web resource in 2000, this travel Website has since
come a long way. Outlook traveller began by opening up new vistas in web-driven vacation
planning, with its highly focused editorial features on an array of destinations. Still a
highlight of the website, these are supported by tools and resources that make putting
together your holiday a breeze from selecting your destination, to choosing your mode of
transport, finding your way around the map, selecting a place to stay to catching the local
festivities, plus ferreting out the nearest ATM, fuel stop or cyber cafe. Here there is
something for everyone; themed vacation ideas from 'A for adventure' to 'W for wildlife',
honeymooners dream destinations, foodies delights, first-person travelogues, a message room
where you can exchange notes or ask us for more info that you want? And don't forget to
book your copies of our international award-winning bestsellers from Outlook Traveler
Getaways, available at a special price when you order on the website. If you want a sneak
preview, there're excerpts from the guidebooks by renowned authors, including the likes of
PrabhuGhate, Ruskin Bond and Jug Suraiya.
Outlook Money.Com: outlookmoney.com takes forward the philosophy and beliefs ushered
in by Intelligent Investor (the personal finance magazine that was launched in mid-1998, now
known as Outlook Money). The site has six channels -- Stocks, Mutual Funds, Loans,
Retirement Planning, Taxation and Insurance -- that address broad areas of the personal
finance spectrum. Outlookmoney.com comes with many interactive tools. The Loans channel
alone sports calculators that do all the number crunching a visitor may want on home, car,
personal or equity loans. Outlookmoney.com seeks to provide total solutions to personal
finance issues -- from disseminating information to providing avenues for e-commerce
transactions.
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COMPETITORS
HOME MAGAZINE
COMPETITORS
OUTLOOK MONEY
MONEY TODAY
OUTLOOK BUSINESS
BUSINESS ECONOMY,BUSINESS
TODAY
OUTLOOK TRAVELLER
TRAVEL TODAY
OUTLOOK HINDI
SAPTAHIK
OUTLOOK PROFIT
NO COMPETITORS
MARIE CLAIRE
COSMO,FEMINA,NEW
WOMAN,VOGUE
NEWS WEEK
Newsmagazine)
OUTLOOK (ENGLISH)
INDIA TODAY
WORK PROFILE
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KEY LEARNING
1. I got to know about the atmosphere of the organization.
2. The working condition of the company.
3. Code of conduct in a company and its rules and regulations.
4. Process and procedure of working.
5. Learned to take orders by superiors.
6. Way of communicating right thing at right time to subordinates and to superiors.
7. Coordination at work.
8. Creating strategy on daily basis to achieve my daily target and make the job easier
24
Research Methodology
25
For collecting the primary data the survey was done through questionnaire, which
was personally given to customers and was filled through interacting with
different age groups, sex, monthly income and occupation.
Finally analyzing the data of various areas and trying to study about various
influence factors.
Secondary data
For theoretical overview, secondary data was collected from magazines, newspaper and
different website.
The source of data collection for the observation is Primary data which is collected from
the Questionnaire .Primary data are originated by a researcher for the specific purpose of
addressing the problem at hand.
Sampling Techniques
There are two methods of selecting samples from the population:
26
India Today
Outlook
The Week
Business World
Others
Table showing the percentage of readers of different magazines
PERCENTAGE OF
MAGAZINES
READERS
INDIA TODAY
28
OUTLOOK
25
THE WEEK
22
BUSINESS WORLD
16
OTHERS
TOTAL
100
Chart
PERCENTAGE OF READERS
INTERPRETATION
From the table we can interpret that India Today is capturing the major share followed
by the Week. Outlook, Business World and the remaining part is tapped by local
magazines.
28
Outlook
Money
Profit
Business
Outlook Hindi
People
Table showing percentage of readers.
PERCENTAGE OF
PREFERANCE
READERS
Outlook
33
Money
32
Profit
15
Business
13
Outlook Hindi
People
Total
100
29
Outlook
Money
Profit
Business
Outlook Hindi
People
INTERPRETATION
From the table we can interpret that outlook is the magazine which is being read by most of the
readers.
Newspaper Vendor
30
Bookshop
Subscription
Table showing percentage of customers.
PERCENTAGE
INFLUENCES
OF CUSTOMERS
Newspaper vendor
31
Book Shop
29
Subscription
21
Total
100
Newspaper vendor
Book Shop
Subscription
INTERPRETATIONS
From the table we can interpret that majority of the customers purchase magazines from the
newspaper vendor.
4. Have you ever subscribed any of the outlook magazines?
Yes
31
No
Table showing percentage of customers
PERCENTAGE
Preferences
OF CUSTOMERS
Yes
63
No
37
Total
100
INTERPRETATION
From the table it is being interpreted that 63% of the customers have subscribed for the
outlook magazine.
Yes
No
32
Preferences
OF CUSTOMERS
Yes
75
No
25
Total
100
INTERPRETATION
From the table we can interpret that 75% of the people have used the customer care service
of outlook and the rest have not used ever.
6. If the answer of question no 5 is yes, then how would you rate your experience of query
solution of customer care service of outlook magazine?
Excellent
Good
33
Satisfactory
Poor
Very poor
Table showing ratings.
PREFERANCE
Ratings
Excellent
33
Good
32
Satisfactory
15
Poor
13
Very poor
Total
100
INTERPRETATION
From the table it is clear that majority of the customers think that customer care service of
outlook is excellent & very few customers think that there customer care service is very poor.
34
7. How would you rate the delivery of the outlook magazine to your address which you
have ever subscribed?
Excellent
Good
Satisfactory
35
Poor
Very poor
Table showing ratings.
PREFERANCE
Ratings
Excellent
14
Good
26
Satisfactory
10
Poor
34
Very poor
16
Total
100
Good
Satisfactory
Poor
Very poor
INTERPRETATION
From the table we can interpret that majority of the customers were not satisfied with the
delivering service of the outlook magazine as they rate it as poor.
8. How would you rate the quality of content of any of the outlook magazine which you
have ever subscribed?
Excellent
36
Good
Satisfactory
Poor
Very poor
Table showing ratings.
PREFERANCE
Ratings
Excellent
40
Good
30
Satisfactory
10
Poor
15
Very poor
Total
100
Excellent
Good
Satisfactory
Poor
Very poor
INTERPRETATION
From the table we can interpret that 40% of the people think that the content of the magazine
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is excellent, 30% think that the content is good, 10% think that the content is satisfactory,
15% think that the content is poor and only 5% think that the content is very poor.
9. How would you rate the competitiveness of our outlook magazines with other magazines,
in the sense do they represent the best value for the total cost of your subscription
ownership?
38
Excellent
Good
Satisfactory
Poor
Very poor
Table showing ratings.
PREFERANCE
Ratings
Excellent
25
Good
35
Satisfactory
15
Poor
Very poor
20
Total
100
Good
Satisfactory
INTERPRETATION
39
Poor
Very poor
From the table we can interpret that majority of the customers think that outlook magazines
represent the best value for the total cost of your subscription ownership.
10. How would you rate outlooks total Quality & service management to ensure complete
customer satisfaction?
40
Excellent
Good
Satisfactory
Poor
Very poor
Table showing ratings.
PREFERANCE
Ratings
Excellent
35
Good
25
Satisfactory
30
Poor
Very poor
Total
100
Good
Satisfactory
Poor
41
Very poor
INTERPRETATION
From the table we can interpret that majority of the customers have rated excellent quality
and service of outlook magazines.
11. How would you rate overall outlook magazines?
Excellent
Good
Satisfactory
Poor
Very poor
Ratings
Excellent
10
Good
39
Satisfactory
25
Poor
11
Very poor
15
Total
100
42
Ratings
Excellent
Good
Satisfactory
Poor
Very poor
INTERPRETATIONS
From the table we can interpret that overall the outlook magazines are found good as 30% of
the customers have rated it as good.
Findings
This data provides the conclusion that still there is a lot of scope to improvise for Outlook
though the company is performing well in the market and penetrating very rapidly. Company
can be a market leader if it concentrates few aspects of customer satisfaction. Still 39% of the
customers say that outlook is a good company.
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RECOMMENDATIONS
1. Effective promotional scheme.
It is important to motivate the consumer to subscribe for the magazine for boosting the sales
and its obvious that most of the consumers will not get motivated unless and until they get
what they want. From the market survey it was able to identify that the motivating factors are
the gifts provided along with the subscriptions and according to most of the consumers a
good gifts are one which have good brand value associated with it and those which offer
better utility.
2. Offline referral marketing.
Referral marketing can be effectively used to improve the subscription sales. The existing
customer can be motivated to refer to their friends, relatives etc. to subscribe for the
magazine by means of exciting and attractive gifts as incentives. The magazine should
provide Business reply cards exclusive for existing subscriber along with subscribers copies
during the magazine delivery so that they can refer their friends and relatives for magazine
subscription. The business reply card should offer the facility to be filled with at least ten
references. Subscribers should be able to send them free of cost. Now these subscribers can
be provided with attractive gifts.
3. Customer retention.
It is a normal saying that customer acquisition is good, retention is better. This is because a
customer retained is equal to five new customers as the money spent for acquiring a customer
is calculated to be five times the money spent to retain a customer. From the information
obtained from Outlook, if was identified that Outlook does nothing for customer retention.
Outlook needs to formulate and implement customer retention and loyalty programs to retain
the customers.
CONCLUSION
From the study it is been concluded that delivering service of outlook magazine is poor as
46
34% of the customers rate the delivering service of outlook as poor. Only 26% of the
customers rate the delivering service of outlook as good.
Overall the outlooks magazines have been rated as good as majority of the customers rated it
as good.
The quality and content of the outlook magazine is rated as excellent but somehow the
company is facing stiff competition from the India today as delivering services of India today
is very good as compared to Outlook.
Customer service, like any aspect of business, is a practiced art that takes time and effort to
master. All you need to do to achieve this is to stop and switch roles with the customer. What
would you want from your business if you were the client? How would you want to be
treated? Treat your customers like your friends and they'll always come back.
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MAGAZINES
Customer Name: .. Date:..
Sex: .
Customer contact:
Age: ..
Profession: .
Qualification:..
We would be grateful if you could spare a few minutes to complete this Customer
Satisfaction Questionnaire to help us ensure that our standard of customer care
exceeds expectations wherever possible.
NOTE: This test is taken for the purpose of research and the information given by
you will be kept confidential. Hence give your answer without hesitation
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Questionnaire
1. Which of the following magazines have you read?
India Today
Outlook
The Week
Business World
Others
Outlook
Money
Profit
Business
Outlook Hindi
People
Newspaper Vendor
Bookshop
Subscription
Yes
No
Yes
No
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6. If the answer of question no 5 is yes, then how would you rate your experience of query
solution of customer care service of outlook magazine?
Excellent
Good
Satisfactory
Poor
Very poor
7. How would you rate the delivery of the outlook magazine to your address which you
have ever subscribed?
Excellent
Good
Satisfactory
Poor
Very poor
8. How would you rate the quality of content of any of the outlook magazine which you
have ever subscribed?
Excellent
Good
Satisfactory
Poor
Very poor
50
9. How would you rate the competitiveness of our outlook magazines with other magazines,
in the sense do they represent the best value for the total cost of your subscription
ownership?
Excellent
Good
Satisfactory
Poor
Very poor
10. How would you rate outlooks total Quality & service management to ensure complete
customer satisfaction?
Excellent
Good
Satisfactory
Poor
Very poor
Excellent
Good
Satisfactory
Poor
Very poor
51
BIBLIOGRAPHY
Referred Books:
Kotler Phillip, Marketing Management (14th Edition)
Web Site:
1. http://www.exchange4media.com/50334_irs-2012-q4-nine-out-of-10-english-magazineslose-readership.html
2. http://www.outlool.com
3.http://epubl.ltu.se/1653-0187/2006/58/LTU-PB-EX-0658-SE.pdf
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Work experience
Most business owners would like to focus all their energy on daily business operations and
serving existing client demands. It's critical to companys success, however, to focus on
gaining new business from current and potential customers in order to grow and sustain your
company.
The selling process has six key steps. Virtually every sales interaction follows these steps,
whether it lasts several minutes or several months:
Prospecting.
Initial Contact.
Sales Presentation.
Handling Objections.
PROSPECTING:
Finding qualified prospects for our products or services is a necessary first step in the sales
process. Making certain that there is a good possibility that customers will buy is what makes
them "qualified prospects."
Once identified prospects, we should try to learn all we can before approaching them.
Contacting each prospect takes a lot of time and energy so look at each potential prospect
carefully to:
Uncover reasons why one should not pursue some prospects, saving our
valuable time and resources.
CLOSING OF SALE
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