Presentation on theme: "3.07 Performance Indicators"— Presentation transcript:
13.07 Performance Indicators B. Explain the relationship between customer service and channel management.D. Describe the use of technology in the channel management function.
2Explain how customer service facilitates order processing. Ensures timely delivery of productsEffective communication is importantOrder processingCorrect shipping informationCorrect productsHandling complaintsReducing the probability of complaintsNice and friendly people
3Identify actions that customer service can take to facilitate order processing. EX. In retail selling, bag the merchandise with care. Products such as glassware may require individual wrapping before bagging. Work quickly to bag your customer’s merchandise and complete the payment process.EX. In business-to-business sales, complete the paperwork quickly and leave a business card.
4Actions to Facilitate Order Processing CustomerWarehouseCall CenterOnline OrderInventory CheckItemsin Stock?No, Customer Notified of BackorderYes, Item Packed for ShipmentAccounts Receivable Processes PaymentItem ShippedActions to Facilitate Order Processing
5Describe the role of customer service in following up on orders. Following up with your customers after the sale is an important part of providing good customer service.Should customer have questions or problems it is your duty to make sure they have a positive experience with your company.
6Use of Technology in Distribution. Some businesses have the capacity to distribute most or all of their products through the internete-commerce: Products are sold to customers and industrial buyers through the Internet. (e- marketplace)Satellite tracking = a dispatcher has current knowledge of a delivery truck’s location and destination
7Use of Technology in Distribution. (cont.) Tracking of packageBar coding on packagePackage scanned at transition points in distribution chainCustomer uses internet to follow package along distribution chain; may be usedGlobal distribution: in some countries the postal service is not reliable; package tracking facilitates global trade
8Use of Technology in Distribution. (cont.) ProblemsCost of technologyChanging technology = updating equipmentNeed for compatible systems within and between businesses & countries