PCS Model

I would like to start this short paragraph by uttering: A salesperson must have an overall
understanding of his Product strength and weakness. He must focus at this stage on
understanding the features, and the advantages of his product such as new technology, better
quality, improved performance etc...
The Salesperson must focus on his company’s advantages and disadvantages in providing this
product to the market, the type of support the organization is able to offer the product, and the
client who purchased this product is just as important as the product itself if not more
important.
The Salesperson must gain an expert knowledge about the quality of Service offered by his
company’s services staff, sales people, and after sale services. He must seek to understand all
the services he can provide to his clients to make their interaction with his company a pleasant
and memorable experience.
The PCS (Product, Company, Service model) and the holistic view of the offering.
The PCS Solutions Selling Model illustrates, and helps the Salesperson gain a deeper view into
the overall offering of his organization:
Product Features: Product features are characteristics of your product that describe its
appearance, components, and capabilities. A product feature is a slice of business functionality
that has a corresponding benefit or set of benefits for that product's end user. Include
characteristics of the product that gives it unique advantage, or aids in performing its intended
function, and satisfy the client want and need from this product to help him solve his problem
such as:
Quality, Durability, Reliability, packaging flexibility, performance, Warranty, Brand.
Company Features: Company Features, are elements of the company that affects the sales of
the product, the value, and image of a certain product, which could derive its strength from the
reputation of the company. Company Features could impact greatly the performance of a
product in a given market, and shape the expectation of the client, Such as:
Reputation, Industry leadership, Facilities, Ease of doing business, Distribution channels,
Ordering convenience, Returns, credits, etc.
Services Features: A good customer servicing company sets out to create a positive experience
for the customer each time. The customer may not always get the results he was looking for,
but a good customer servicing organization can make the customer feel like he got the best
attention, treatment, and the best this company could give. There are several features of good
customer service that every company should incorporate in their customer service training.
Customers are Important, when a customer calls in a good customer servicing company teaches
its representatives to respond immediately.
A good customer servicing company knows how to remain calm and professional at all times,
associates are taught how to deal with unruly customers, and the Sales man must monitor this
interaction, and knows when to step in and assist in a situation. That calm and professional
demeanor helps a good customer servicing organization make rational decisions even in the
face of the most difficult customer situations.
Service Features could impact greatly the reputation of the company, image of the product,
future business for a product in a given market, and quality of relation developed with clients,
those features could be summarized as follows:
Honesty, Responsiveness, Reliability, Follow Through, Sales & Service Staff knowledge and
professionality, Communication Ability.
PCS Model
My Product Features Interpretation of feature My Company
Rating
Brand Value 'Brand equity' is a phrase used in the marketing 3 out 5
industry which describes the value of having a well-
known brand name, based on the idea that the
owner of a well-known brand name can generate
more revenue simply from brand recognition
Durability The ability to withstand wear, pressure, or damage. 5 out 5
"the reliability and durability of plastics"
synonyms: permanence, longevity, ability to last,
lastingness, resilience, strength, sturdiness,
toughness, robustness, soundness; Example
"man-made fibers give the fabric extra durability"
Or Duracell, and Energizer batteries are more
durable than other batteries.
Performance The action or process of performing a task or 3 out 5
function.
Example performance of an engine
The performance of an engine is measured by
power output, economy, durability, and emissions.
Today's engines are computer controlled and
regulate the air / fuel delivery, ignition timing, and
emissions.
Reliability The degree to which the result of a measurement, 5 out 5
calculation, or specification can be depended on to
be accurate.
Quality The standard of something as measured against 3 out 5
other things of a similar kind; the degree of
excellence of something.
"an improvement in product quality"

Warranty a written guarantee, issued to the purchaser of an 5 out 5

article by its manufacturer, promising to repair or
replace it if necessary within a specified period of
time.
packaging flexibility Packaging also refers to the process of designing, 3 out 5
evaluating, and producing packages. Packaging can
be described as a coordinated system of preparing
goods for transport, warehousing, logistics, sale, and
end use. It refers to the form the product is
available in, how it’s bundled e.g. “The Different
Bundles offered by Vodafone.” Who is more flexible
in their packaging Vodafone or Etisalat?
Or a “Drug being available in a 20 tablet box or 40
table box, or packaged in accordance with client
requests, and specific needs”

My Company Interpretation of features My Company

Features Rating
 Reputation The beliefs or opinions that are generally held about 5 out of 5
someone or something.
e.g. “Google has a good reputation for their
company culture!”
"his reputation was tarnished by allegations of
bribery"
Industry Leadership There are question to answer here? 4 out of 5
 Do you have the highest revenues in your
market?
 Do you show up at the top in the search results
your target market is looking for?
 Do you have a meaningful relationship with
your target market?
 6. Are you recognized consistently with awards
and placements in top industry lists?
 Are your key employees known experts?
Facilities A place, amenity, or piece of equipment provided 3 out of 5
for a particular purpose.
Example "Cooking facilities" Payment Facility,
Employee facility, customer facility, etc...
Ease of doing business This refers to that nature of signing agreements, or 3 out of 5
contracts with your organization it refers to the
whole business process of doing business with your
company from acquiring your service to paying and
reordering.
Distribution channels Distribution channels in marketing are one of the 3 out of 5
classic “4 Ps” (product, promotion, price, Placement
a.k.a. “distribution”). They’re a key element in your
entire marketing strategy — they help you expand
your reach and grow revenue. B2B and B2C
companies can sell through a single distribution
channel or through multiple channels that may
include:
 Wholesaler/Distributor
 Direct/Internet
 Direct/Catalog
 Direct/Sales Team
 Value-Added Reseller (VAR)
 Consultant
 Dealer
 Retail
 Sales Agent/Manufacturer’s Rep
Ordering convenience This Feature refers to the ease of ordering your product 4 out of 5
and services for example:
Through an app, or by phone, or mail.
The “Ordering convenience” focuses on the process of
ordering your product or service only.
Which is different from “Ease of doing business” Feature
which refers to the whole business process considering all
areas of doing business with your company.

Our Service Features Interpretation of features Rating

Honesty/ Assurance When you are honest with your customers, you 5 out 5
 immediately begin to create a relationship of trust
with them. So many people appreciate businesses
for telling it like it is. The rapport that you establish
with your customers in this instance will do well to
secure future relationships. Of course, customers
will always want to go back to the business that they
trust. They will feel like you are not misleading
them, or are just out there to make a profit off
them!
Word of mouth also could work in your favor
bringing you more business!
Responsiveness Willingness to help customers and provide prompt 3 out of 5
service, speed and efficiency to respond to customer
requests is key here.
Reliability ability to perform the promised service dependably 4 out of 5
and accurately
Empathy and caring, individualized attention the firm provides its 5 out of 5
Communication customers, and the communication ability of its
Ability sales and customer interaction teams
Sales & Service Staff Appearance of physical facilities, equipment, 3 out of 5
knowledge, and personnel, and communication materials
other tangibles
Follow Through Deliver what you promised in full, and deliver it in a 4 out of 5
timely manner
What’s worse than a bad customer service attitude?
Bad follow-through. Clearly, corporate world has
adopted the “fair and friendly” customer service
demeanor when interacting with customers.
But, cheerful communication does not replace the
need for complete, competent follow-through. In
some ways, there’s nothing worse than having high
expectations of resolution of a problem, because of
a pleasant conversation, and a promise, then
learning that the issue remains unresolved. Instead
of just being annoyed, you’re doubly annoyed
because you have to continue dealing with
something you thought would be handled.
Our Overall Strengths The above features details and rating give us an Total Rating
and Weaknesses idea where our overall rank stands in the Market.

The Scale for Rating your PCS Model: Please use the following scale as a guide in rating each component of the PCS Model.

1 Poor

2 Fair

3 Average

4 Above Average

5 Exceptional.