Union College of Laguna

MARKETING 4
(SERVICE MARKETING)

SUBMITTED BY: JAYSON RESURRECCION

SUBMITTED TO: MRS. DE RAMOS
OBJECTIVES
After my report, my classmates should be able to:
 Understand my discussion carefully
 Enumerate the content of my topic
 Explain it completely

Topics
 Customer Service Improvement Cycle
 Macro Analysis Tool (PESTLE Trends)

Assessment
Enumerate and explain the first cycle of my topic
(Customer Service Improvement Cycle)
( Pre – Transaction)
Customer Service Improvement Cycle

Pre – transaction
 Marketing and Sales
Studying the needs and wants of the customer in a product, focusing on
how to sell or advertise the product
 Organization
Group who study about the behavior of customer when it comes to
product
 Forecasting
Focusing on what the customers want in a product/focusing on demand
 Inventory Management
Checking of a product to release
 Distribution Point
A site or connection, it plays the role of delivering to the clients

Transaction
 Order Processing
A process associated with the picking, packing and delivery of product
 Order Entry
A process of recording an order
 In Stocks
Remaining assets or shares
 Quality Assurance
A product needs to be maintained, without damage or defects
 Delivery
Process of bringing an items to a recipient
 On time
On scheduled, On the right time
 Product Condition
A product needs to be on condition, there will be no damage
 Product Installation
When a product came to customer
 Billing and Collection
A collection of payment

Post – Transaction
 After Service
 Warranties
Guarantee issued to the buyer
 Parts and Service
When there is a damage, there will be a service to a product
 Customer Inquiries
A customer can ask about the product to buy
Macro Analysis Tool (PESTLE Trends)

 POLITICAL FACTORS

 ECONOMIC FACTORS

 SOCIAL FACTORS

 TECHNOLOGICAL FACTORS

 LEGAL FACTORS

 ENVIRONMENTAL FACTORS

EXAMPLES OF SOME FACTORS

POLITICAL FACTORS
 TAX POLICY
 INFRASTRUCTURE
ECONOMIC FACTORS
 INFLATION RATE
SOCIAL FACTORS
 FASHION AND LIFESTYLE
TECHNOLOGICAL FACTORS
 AUTOMATION
LEGAL FACTORS
 EMPLOYMENT LAW
ENVIRONMENTAL FACTORS
 WEATHER