Kishly Angeli O.

Barrientos 12-PLATO

DIRECTIONS: Read and analyze the statements below. Determine whether the statement is
TRUE OR FALSE. Write TRUE if the statement is correct and write FALSE if otherwise. Write
your answer in the space provided.
TRUE 1. Penetrated Market is a set of customers or clients who are already using a particular
product or service.
FALSE 2. Available market refers to a group of potential customers to whom a company wants
to sell its products and services.
TRUE 3. Target market users are people who have not yet purchased your product but are
considering it.
TRUE 4. Need is a motivating force that compels action for its satisfaction.
TRUE 5. Existing customers are people who have already purchased your product.
TRUE 6. To know the demographic information that people have in common is a way of
reaching a potential market.
FALSE 7. To determine the potential market is not helpful for business future growth.
TRUE 8. Asking what related products will customers need in the future is helpful in identifying
potential markets.
TRUE 9. Customer is a person or organization that uses a commodity or service.
TRUE 10. Market size is the number of individuals in a certain market segment who are
potential buyers.

DIRECTIONS: Read and analyze the statements below about “Product or Service”. Determine
whether the statement is TRUE OR FALSE. Write TRUE if the statement is correct and write
FALSE if otherwise. Write your answer in the space provided.
TRUE 1. Products do not carry an element of service.
TRUE 2. A service is the result of the application of skills and expertise towards an identified
need.
TRUE 3. A service isn't something you can try out before you pay for it.
TRUE 4. All products are countable, touchable, and visible, a consumer can assess its durability
by examining it.
TRUE 5. Products are tangible and discernible items that the organization produces.
TRUE 6. Products and services can both be perishable.
TRUE 7. Service is associated with physical items.
TRUE 8. A product is an offering that derives value from intangible elements.
TRUE 9. A product may be capable of being reused for a certain time.
TRUE 10. Service has no connection with the sale of products.

MATCHING TYPE. Column A contains list of products and Column B contains list of
services. Match as to which service in Column B is related to the product in Column
A. Write the letter of your answer in the space provided.  

Answer   Column A: Products   Column B: Services  

B 1. Car   A. Usability and durability  
C 2. Xerox machine   B. Repairs and maintenance  
A 3. Smart phone   C. Leasing or pay per copy  
F 4. Credit card   D. Entertainment  
G 5. Organic products   E.   Consistent quality  
D 6. Television   F. Bills payment  
I 7. Accessories   G. Healthy lifestyle  
J 8. Books    H. Boost immune system  
H 9. Vitamins    I. Accuracy of information  
E 10. Basic goods   J. Fashionable designs  

II - Direction: Give or write a short but concise answer to the following questions/situations.
1. Why is it important to identify customers’ needs?
- It is important to correctly identify customers' needs in order to ensure customer
pleasure and loyalty. Customers have distinctive needs. Assuming what a customer wants
based on prior customers can turn them off. Identifying the needs of customers enables
representatives to cross-sell relevant products or services.
2. How do you meet the needs of custmers?
Talk to the customer: While standard emails or letters may suffice in some cases, a phone call is
often more efficient. It will make the customer feel more personal and will help you understand
their complaint.
Determine the issue and the requirement: Pay close attention to your customers' needs and ask
them what they want.
Inquire about broader issues: Ask open-ended questions like, "Is he satisfied with your service or
product?" What else does he want to say?
Offer something back: If a customer has a genuine issue with the service/product and is on the
verge of leaving, it's better to make him an offer/discount/coupons, etc. to keep him loyal to your
service.
Offer something back: If a customer has a genuine issue with the service/product and is on the
verge of leaving, it's better to make him an offer/discount/coupons, etc. to keep him loyal to your
service.
Confirm your solution: To avoid a dispute after reaching an agreement over the phone, it is
preferable to follow up with an email or letter.
Follow up: This is where most people fail—ask a member of your staff to check in to ensure that
everything is in order. It will aid in the reduction of a common problem encountered by
customers.