sales and marketing

 

Task 2 The Customer

A customer is the one who receives a product or service from a seller, vendor, or supplier.  Some form of money or other benefit changes hands. Understanding who the specific customer is will affect both marketing and selling. It is also important to communicate effectively and clearly with the customer.

Investigate who the customer is.

1. Work through the Lynda.com tutorialUnderstanding Exactly Who Your Customer Is
2. Work through the Lynda.com tutorialCreating Buyer Personas

Read Part 2 in the ebook on:

1. Chapter 5: Understanding Consumer Behavior
2. Chapter 6: Understanding Organizations as Customers

What do customers want.

1. Watch
2. Watch 13 Short Customer Service Videos
3. Pay attention to the issues in each video. You will need to use these in the Lesson portion this week.

Visit a store where you can observe customers and their interaction with sales staff.  This should be a larger box store where you will have plenty of opportunity to observe without being intrusive. 

Spend a minimum of ONE hour observing and take notes on:

(1) what you observe about the behavior of both sales staff and customers;

(2) who the customer is and their characteristics; and

(3) any additional interesting observations.

Analyze your observation notes, categorizing them.  Write a final report on the categories AND INCLUDE SPECIFIC EXAMPLES.

Submit Your Final Report Here